Reduced Agent Hiring Costs by 87% While Improving Retention

Results at a Glance

• Cost per Hire: $1,800 → $230
• Hires per Month: 35 → 120
• 90-Day Retention: 54% → 78%

The Challenge

- 2,000-seat BPO company in Phoenix with constant agent turnover - Needed to hire 100+ customer service agents per month - 6-person recruiting team could only process 35 hires - Each hire cost ,800 in recruiter time - 90-day retention was only 54% due to rushed screening without ai screening software

The Solution

- Implemented The Cognitive as their ai hiring tool for all agent-level hiring - AI-based candidate screening conducted 15-minute interviews testing communication, problem-solving, and empathy - Used scenario-based questions specific to customer service - Candidates below threshold automatically declined with feedback - Recruiting team focused only on onboarding

The Results

- Hiring capacity tripled from 35 to 120 agents per month - Cost per hire dropped from ,800 to  - 90-day retention improved from 54% to 78% - AI consistently evaluated communication quality and temperament - Caught poor fits that phone screens missed - See AI interview pricing for high-volume hiring teams. - Read more: Automated behavioral assessment with AI