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Author: Rod Hoddinott
Title: Senior Vice President - Telecom & Media
Link:
" We go to iQor first for all our hiring needs."
Name: Leading North American Telecommunications Provider
Title:
What iQor Delivered
0 → 160+
Agent Headcount Ramp in 60 Days
22%
Improvement in Training Graduation
3.6%
Agent Attrition
Challenge
Scaling Talent Without Sacrificing Quality
Scaling Talent Without Sacrificing Quality
A leading North American telecommunications provider operating across multiple global sites needed to consistently recruit high-quality customer experience talent at scale. But its legacy recruiting process relied heavily on human judgment and single-threaded assessment tools, creating variability in how candidates were evaluated across skills, language proficiency, and locations.
The challenge became even greater with the launch of a new site that required the organization to ramp from zero to more than 160 agents in just 60 days. Traditional recruiting methods couldn't provide the speed, consistency, or candidate quality needed to meet aggressive hiring targets.
The client needed a partner that could:
Rapidly identify qualified candidates at scale
Reduce subjectivity in skills and language assessment
Maintain consistent hiring standards across global locations
Accelerate hiring and ramp for new-site launches
Improve downstream training success and employee retention
Solution
Reengineering Recruiting with AI
Reengineering Recruiting with AI
iQor deployed Recruiting iQ, part of infinityAiQ, to create a more intelligent and consistent approach to talent acquisition.
Instead of relying primarily on subjective screening, Recruiting iQ introduced AI-powered assessments to evaluate job-relevant skills and language proficiency, helping identify candidates with the capabilities and communication standards needed for the role. Combined with centralized recruiting teams and a redesigned hiring workflow, the model enabled faster decision-making while maintaining consistent standards across locations.
Key Capabilities Delivered
AI-Powered Candidate Evaluation
Recruiting iQ provided multifaceted candidate assessment beyond legacy single-threaded recruiting tools.
AI Language Assessment
Standardized language evaluation helped maintain consistent communication requirements across global operations.
Centralized Recruiting
Established recruiting capabilities that could extend into new sites without rebuilding or retraining teams from scratch.
Streamlined Hiring Workflow
Redesigned the process to remove unnecessary HR screening steps and empower operations teams to make final hiring decisions.
Measurable Business Impact
3.6%
Agent Attrition — Best in Industry
0 → 160+
Agent Headcount Ramp in 60 Days
22%
Improvement in Training Graduation for Low-Performing Programs
Ready to Build a Smarter Talent Engine?
See how iQor combines AI-powered recruiting, intelligent assessment, and human expertise to help organizations hire the right talent, accelerate readiness, and scale with confidence.
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