Case Study: Access Worldwide achieves streamlined recruiting and improved customer service with Pearson English's Versant assessment

Access Worldwide - Customer Case Study

Access Worldwide, a fast‑growing BPO and marketing firm with operations in the Philippines, was struggling with high turnover and heavy hiring demands—adding 50–100 candidates monthly for customer‑service roles that require strong spoken English. Their manual recruitment process relied on time‑consuming “calibration” meetings and produced inconsistent evaluations, contributing to below‑standard customer satisfaction and a 25% failure rate in Foundation Skills training.

To fix this, Access implemented a six‑step hiring workflow that embeds the automated Versant English test to screen spoken English (especially pronunciation) early, followed by human communication validation and culture‑fit checks. The change reduced calibration time, boosted recruiter productivity, cut training waste, improved the quality of hires (candidate pool improved ~20%), lowered hiring costs, and led to measurable improvements in customer service scores and fewer communication complaints.

Access Worldwide

Philip Mabida

Training Manager