Case Study: 1-800 Contacts achieves faster, higher-quality hiring with Vervoe

How Vervoe Elevated Quality Of Hires For 1-800 Contacts

1-800 Contacts, a retail vision care company based in Utah with 700+ employees, needed a better way to handle high-volume hiring for customer support roles. With more than 24,000 applications a year, a 5% hire rate, and high attrition in its call center, the team wanted a faster, fairer, and more effective way to identify candidates with the right skills. They partnered with Vervoe to improve hiring quality and create a more scalable process.

Vervoe built tailored, role-specific assessments for Customer Service, Warehouse, and Chat Agent positions, using text, audio, video, and practical tasks to evaluate skills like empathy, resilience, communication, and typing. The impact was significant: time to offer dropped from 30 days to 17, time-to-hire fell 62.5% from 8 weeks to 3, offer acceptance rose from 84% to 94%, candidate satisfaction reached 95%, and training time was reduced by 25%. 1-800 Contacts also used Vervoe insights to support onboarding, coaching, internal mobility, and workforce planning.

1-800 Contacts

Jill Bailey

Talent Acquisition Partner