Case Study: Global Contact Center Outsourcer achieves 67% interview conversion improvement and 22% faster time-to-hire with NICE Systems' InterviewIQ

Global BPO Significantly Improves Recruiting Process

A global contact-center outsourcer (35,000 employees, Top 10 IAOP) that serves Global 1000 clients needed to rapidly contact and hire high-quality customer service agents to meet wildly fluctuating staffing demands—sometimes increasing fourfold during seasonal peaks. Traditional phone screenings were slow and risked losing candidates before they could be processed.

The company deployed InterviewIQ, HireIQ’s virtual interviewing platform, first for a seasonal home-agent push and then for broader onshore/offshore hiring. The solution delivered a 67% improvement in interview conversion and a 7× increase in applicant screenings, with a 40% reduction in interview time, 100% gain in recruiter output, 22% faster time-to-hire and a 44% better applicant-to-hire ratio—while enabling a larger applicant pool, faster scored evaluations, flexible candidate scheduling and earlier engagement.