Case Study: Australia’s Largest General Insurance Group achieves higher-quality, faster contact centre hiring with Sapia.ai

Using Sapia’s AI Smart Interviewer to uplift quality and candidate experience in contact centre hiring

The customer, Australia's Largest General Insurance Group, was facing a global candidate shortage and a 50% leakage rate of applicants. They needed a revolutionary way to improve candidate engagement and hiring velocity for contact centre roles without sacrificing quality or diversity. To address this, they turned to the vendor, Sapia.ai, and implemented its AI Smart Interviewer.

Sapia.ai's solution used a chat-based interview to automatically assess candidates' soft skills and personality traits, providing a fair and efficient screening process. The results were significant, including an interview completion rate increase to 82%, a candidate happiness score of 9.2/10, and 3400 hours saved in screening time. Furthermore, the customer saw no-shows at assessment centres drop dramatically from 41% to just 9%, all within a 10-week period.