Smart Talent Acquisition: How Concentrix Transformed Customer Service Hiring with Kuali

📍 Background: A high-volume, disconnected process

Concentrix, a global leader in customer experience services, manages a massive candidate volume from its Peru operations—between 10,000 and 14,000 applicants per month, with a recruiting team of 20 to 50 people.

Their talent sources were diverse—social media, job boards, and employer branding campaigns—but the selection process had room for improvement.

Each stage was managed using different tools. The team had to download databases, manually move profiles between platforms, and conduct group screening interviews. Without an AI-powered automated system, this led to:

• Scattered and duplicated data
• Lack of traceability across stages
• Wasted time on manual tasks
• Difficulty scaling and collaborating as a team

🧩 The Challenge: Scale without losing control

Concentrix needed a robust, adaptable solution to:

• Centralize all selection process data
• Automate key stages, especially in high-volume recruitment
• Eliminate repetitive tasks like screening calls using AI
• Enable real-time team collaboration
• Improve traceability and decision quality

🤖 The Solution: Smart automation with Kuali

With Kuali, the HR team completely restructured their hiring workflow. Key changes included:

• Total centralization: No more manual data transfers—everything lives in one system
• Custom automation: Candidates progress automatically based on criteria set for each campaign
• Smart interviews and assessments: Candidates complete screening via AI chat, no phone calls needed
• Frictionless collaboration: The entire team can access, filter, and track from a single platform

Kuali became the hub for Concentrix’s high-volume recruiting operations, enabling a continuous flow from sourcing to selection and follow-up.

📊 Key Results

✅ 7,000+ hours saved on screening interviews
🤖 75% of candidates completed their initial interview through AI
💰 USD 70,000 in productivity gains
📉 7% reduction in average monthly turnover
📈 15% increase in candidates passing onboarding training

🧾 Final Conclusion

Thanks to Kuali, Concentrix not only resolved operational bottlenecks in their high-volume hiring process—it completely transformed it.

Today, they operate with a more agile, automated, and collaborative system that improves both response times and the quality of hires.
AI and data centralization allow the team to focus on what truly matters: selecting the best talent, in less time.

‍