Concentrix optimizes hiring using Aspiring Minds’ AI powered English language assessments

Evaluates customer service reps in half the time, saving 1400 hours/month.

OUR CLIENT

Industry: Business Services/Outsourcing
Region: Philippines  
Company size: 225,000+ employees
Solution: SVAR
concentrix-business-impact

Concentrix, a wholly-owned subsidiary of SYNNEX Corporation (NYSE:SNX), is a leading business services company focused on customer engagement and improving business outcomes for over 450 global clients across five continents. Hiring the best customer service teams for their clients is a critical component of their success.

 

CHALLENGE

How do you reliably assess nearly 8000 candidates per month for English speaking customer service jobs using an old-fashioned, piecemeal evaluation process? Previously very slowly; one candidate at time. Over the course of any given month, the Concentrix recruiting team conducted close to 8000 ten-twelve minute, in-person voice assessments using a manual piecemeal approach. Each evaluation was conducted on-site so the company incurred mounting operational overhead and very long applicant wait-times. The evaluation and hiring process was extremely time-consuming and inefficient. Concentrix needed to automate. They needed an objective selection process.

 

WHY ASPIRING MINDS

Concentrix was looking for a scalable hiring solution that could easily handle high volume recruiting and identify the best candidates for customer service roles. This meant accurately testing the breadth and depth of applicants’ English language skills. They chose Aspiring Minds for their AI powered SVAR solution which uses advanced voice recognition technology to accurately assess spoken English language skills and AI driven insights to evaluate the content of candidate responses.

 

THE SOLUTION

A holistic approach to evaluating English language proficiency, SVAR integrates AI, machine-learning and voice recognition to accurately assess language skills.

Spoken English and all-around language proficiency is essential in high-profile customer service organizations. It’s critical to the company’s success and their client’s brand. SVAR evaluates and scores candidates on pronunciation, fluency, comprehension and grammar. Its ability to evaluate multiple languages and account for local accents and norms made SVAR the best choice. Aspiring Minds implemented SVAR solution with three features:

An AI-based automated spoken English skills evaluation solution;

  • Remote delivery with multiple options- IVR, PC and mobile app-based; and
  • Seamless integration with Concentrix ATS to make detailed candidate profiles and results instantly available to all stakeholders.

Implementation was a breeze. SVAR provides real-time scoring, actionable reports and recommendations to hire or train a candidate. Candidate’s profiles include which tests they took, detailed scores, performance analytics and likelihood of success. The user-friendly interface made creating specific job role assessments fast and recruiters could automate candidate email notifications. Candidate analyses was objective and reliable.

Benchmarking & scoring. Detailed scoring reports were critical in evaluating which candidates might be best for each role. We observed a direct correlation of 0.7 between SVAR scores and Concentrix’ previous manual grading process, affirming the validity and accuracy of the assessments in finding top talent. SVAR’s multiple modes of delivery ensure the availability of standardized scoring for campus recruitment, lateral recruitment and partner locations.

 

THE RESULTS

A fully automated evaluation process with real-time dynamic candidate scoring delivered significant time savings, efficiency of scale and dramatic cost savings.

 

Fully automated English language testing: Concentrix completely automated its hiring and processes almost 8000 applicants every month throughout the Philippines.

More efficient recruiting: Achieved efficiency, time and cost savings and accuracy. Saved approximately 1400 hours per month letting recruiters concentrate on more strategic challenges; and saving hundreds of thousands of dollars in recruiting costs.

Reduced hiring time by 60%: SVAR took the guesswork out hiring the best candidates for each job. Immediate access to candidate reports streamlined the review process reducing evaluation and selection process time to 3.5 hours start to finish, down 4 hours per candidate using a manual, unscientific process.

More extensive reach with a seamless experience: 100% cloud-based technology, automated proctoring and live 24/7 support delivered anywhere, anytime testing – something their candidates appreciated. Concentrix evaluates 1000s of candidates across multiple platforms IVR, PC and Mobile app without a hitch. The IVR is most popular, followed by PC and mobile app. The candidate experience is superb.