How Randstad Improved Their Talent Pool Utilisation When Hiring for Customer Service Roles by 70% ​

By hiring based on games instead of CVs, Randstad improved their talent pool utilisation for Call Center hires by 70%
a black and white logo featuring Equalture and Randstad

About Randstad

Randstad is a global human resources consulting firm, specialising in recruitment, staffing, and workforce solutions for companies across various industries. 

Size

45.000+

Industry 

HR services

Geography 

Netherlands

Job Focus Equalture

Call Centers

Challenge: Randstad recruitment Customer Service

Randstad supports a wide variety of corporate clients in recruiting Customer Service employees. Randstad faced two main challenges that led to the search for a solution/partner to improve the recruitment process:

CHALLENGE 1

Not making enough new hires

Randstad was not able to find enough suitable people through their traditional application flows to fullfil the demand for the open roles.

CHALLENGE 2

High drop off rates

New hires were leaving quickly after they started. After analysis it was found that the new hires mainly left due to a lack of the right level of learning ability. New hires needed to complete a training course, but not everyone managed to do so succesfully.

To overcome this challenge, Randstad decided to partner up with Equalture. Equalture offers game-based assessments, capturing a person’s cognitive abilities and behavioural preferences, which are being introduced at the start of the hiring process (pre-screening). 

Implementation process: Games vs CV

Customer Service roles are typical ‘(soft) skill roles’. Therefore, Randstad wanted to test the following hypothesis: When candidates apply by completing Equalture’s games (focus on potential) instead of by uploading their CV (focus on experience), the talent pool can be utilised much better, resulting in more hires.

In order to define the desired (soft) skills for Customer Service at one of Randstad’s customers, the well-performing Customer Service employees were asked to anonymously complete Equalture’s games, based on which Equalture and Randstad together defined which cognitive traits and/or behavioural preferences are most predictive of good performance. 

After finalisation of the benchmark, candidates had two options to apply:

Option 1

Apply with CV

48% of candidates chose this option

Option 2

Apply by completing Equalture’s games

52% of candidates chose this option

Results: Game-based application vs. CV-based application

The position Randstad is hiring for through the Equalture platform requires mandatory certifications. Drop-out rates were relatively high, costing a lot of money and resources to be wasted. Through the new flow, the dropout rate during the course decreased from 32% to 7%. 

70% of all candidates (33 out of the 47 hires) that were hired through the game-based flow would not have been invited for an intake based on their resume. This is a very drastic increase in the utilisation of our talent pool, as we were not able to see this talent using traditional screening methods.

Intake-to-hire ratio for CV-based applying was 19%, whereas our intake-to-hire ratio for game-based applying was 33%. This means that the recruiters needed 5 CV-based intakes to make 1 hire, whereas, for the game-based flow, we now only require 3 intakes on average to make 1 hire. The new flow allows better scope whether someone would be a good fit for the role.

The diversity within this group was significantly higher. Bart stated: “Precisely because many of these people have experienced discrimination in the labor market, their intrinsic motivation seems much higher, which leads to a very pleasant working atmosphere.” 

In our partnership with Equalture for recruitment of customer service employees, we have eliminated the CV entirely for candidates who did not want to apply with a CV. An impressive 70% of all hires that we made without resume would not even have been invited for an intake, but got hired now because of their Equalture results. With the help of Equalture we’re able to widen up our talent pool and make more hires.

Bart Wenning – Senior Operational Manager at Randstad

Bart Wenning Senior Operational Manager at Randstad

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