CUSTOMER STORY
1-800 Contacts Lifts Offer Acceptance From 84% to 94% and Cuts Time to Fill to 10-12 Days With Vervoe
1-800 Contacts + Vervoe
RESULTS AT A GLANCE
94%
From 84% to 94%
Offer acceptance
95%
Candidate satisfaction
25%
Reduction in total training time
10-12 days
From 30-35 days to 10-12 days
Time to fill
About 1-800 Contacts
1-800 Contacts was founded in 1995 to make buying contact lenses easier and more affordable, becoming a pioneer in direct-to-consumer healthcare. Based in Utah with around 700 employees, it is now part of SeekWell, a group of vision care brands focused on consumer-driven eye health.
QUICK FACTS
- Industry
- Retail
- Headquarters
- Utah, United States
- Employees
- ~700
- Founded
- 1995
- Customers served
- 20m+, 2023
- Applications per year
- 24,000+
The challenge
The company received more than 24,000 applications a year with only a 5% hire rate, and needed a fair, efficient way to find the right people for high-touch customer support roles. Call center attrition was high, hiring was slow and manual, and its existing assessments only tested literacy and typing speed, giving little real-world or predictive insight. Internal mobility also had no clear structure.
The approach
Vervoe built three role-specific assessments, covering Customer Service, Warehouse, and Chat Agent roles, each measuring aptitude and soft skills such as empathy, resilience, and communication through a mix of text, audio, and video questions alongside practical tasks like typing tests. Assessment insights now also inform onboarding, coaching, long-term performance planning, and internal mobility.
The results
- Offer acceptance rose from 84% to 94%
- Time to fill fell from 30-35 days to 10-12 days.
- Candidate satisfaction reached 95%
- Forecasting flexibility improved 64.3%
- Total training time dropped 25% after hire
Our ability to hire and talk to higher quality candidates faster has been a game changer for us. Instead of taking four to five days in a stage, once the candidate completes our Vervoe assessment, they can be automatically moved to an interview. Seeing an improvement in the quality of our hires has been worth the investment. As an added plus, we have been able to use our time better.
Vervoe made our hiring process as legendary as our customer service experience.
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