CUSTOMER STORY
Bank of Queensland Lifts Offer Conversion From 40% to 95% With Skills-Based Assessment
Bank of Queensland + Vervoe
Every month, Bank of Queensland’s contact centre team hires customer service consultants who need to perform from day one. Moving from CV screening and phone screens to role based assessment with Vervoe cut assessment centre time by two thirds and lifted offer conversion from 40% to 95%.
RESULTS AT A GLANCE
95%
From 40% to 95%
Offer conversion rate from the assessment centre
2,340 hrs
Saved per year, annualised
4.59/5
Average candidate rating of the assessment
About Bank of Queensland
Bank of Queensland (BOQ) is an ASX listed retail bank founded in 1874, serving 1.4 million customers through 140 branches in FY24. The bank holds a Roy Morgan customer satisfaction rating of 82.9% in 2021 and has built its brand on being one of Australia’s most trusted retail banks. Its contact centre team is the front line of that reputation, handling high volume customer service hiring where consistency and quality matter from the first interaction.
QUICK FACTS
- Industry
- Financial Services & Insurance
- Headquarters
- Brisbane, Australia
- Employees
- ~3,000
- Founded
- 1874
- Customers
- 1.4 million, FY24
- Branches
- 140, FY24
The challenge
BOQ’s contact centre hiring process ran every candidate through CV screening, a phone screen, and an in person assessment centre. Attrition during probation sat at 27.5% in the first 12 months, and new hires often experienced job shock once they started, since the process gave them no real preview of the role. The assessment centre alone took up 9 hours a week across the recruitment team, on top of the manual screening that happened before candidates even reached it.
The approach
BOQ’s Senior Talent Partner team worked with Vervoe’s Behavioral Science team to build an assessment around communication, resilience, and multitasking, using real tasks from the customer service consultant role. Vervoe replaced the CV and phone screens entirely, so every applicant now goes straight to assessment, with CVs reviewed only for work eligibility and salary expectations ahead of interview. BOQ also restructured its in person stage into a “Showcase” that introduces company values and includes a one on one interview with the hiring manager.
We’re loving it. Over 1,000 contact centre candidates have been assessed so far, and candidates report high engagement in our surveys.
The results
- Offer conversion from the assessment centre rose from around 40% before Vervoe to 60% at rollout, and sits around 95% today
- Assessment centre time dropped from 9 hours to 3 hours a week, saving around 6 hours a week across three recruiters and two hiring managers
- Roughly 2,340 hours saved per year once annualised, with 150 hours saved in the first two months alone
The assessment centre now converts close to 100% to offer. We have complete trust that any candidate who reaches it will be hired.
- Candidates rate the assessment and platform 4.59 out of 5
- Hiring managers report new starters reaching competency faster with fewer early dropouts in training, though BOQ notes it is still too early to measure the impact on long term attrition
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