Rapid growth required scaling customer service team from 50 to 150 agents within 6 months while maintaining service quality.
Used communication assessments, situational judgment tests, and customer service simulations to identify high-potential candidates.
Achieved 3x faster hiring velocity
Maintained high CSAT scores during scaling
Better-matched candidates required less training
"The skills-based approach helped us scale our team rapidly without compromising on quality. Our new hires are performing at the same level as our experienced agents."
Michael Chen
Director of Customer Operations