Inability to hire fast during peak seasons like Black Friday

A well-known retail chain with both online and physical operations needed to hire over 300 temporary agents for high-traffic campaigns such as Black Friday and the holiday season.

Key challenges included:

• Slow and unscalable recruitment processes
• Low conversion rates from applicants to hires
• Lack of visibility into soft skills and real customer service potential
• High costs from poor hiring decisions

Instead of relying on traditional processes, the client chose to implement an intelligent solution to evaluate real candidate skills at scale—focusing on empathy, problem-solving, and digital agility before hiring.

Atento activated its smart recruitment solution powered by generative AI, enabling:

• Simulation of real customer service scenarios during the recruitment process
• Automated performance evaluation based on tone, empathy, clarity, and accuracy
• Fast filtering of candidates based on brand fit and customer profile
• Automated reporting and prioritization by ideal profile
• Full deployment in under 7 days

• 65% reduction in time-to-hire (from 15 days to fewer than 5)
• 100% of new agents fully trained from day one through immersive onboarding
• 40% cost savings related to turnover during high-demand campaigns
• 25% improvement in customer experience measured by NPS
• Increased conversion in sales assisted by selected agents