Luxury Escapes Lifts Customer Satisfaction by Hiring on Skills With Vervoe

The challenge

Phone-based travel consultants and customer service staff book trips directly with customers, so hiring the right people was critical. The team reviewed large volumes of resumes and phone screened only candidates with relevant industry experience, yet only about half of invited candidates showed up to interview, and many who did lacked the technology skills or company knowledge needed, wasting interview time with little hiring success.

The approach

Luxury Escapes made Vervoe’s customizable online assessment the first hiring stage, including a welcome video from the hiring manager for each role and job-related questions, with predictive grading ranking candidates by role fit so only top scorers are invited to interview.

The results

Luxury Escapes began considering candidates it would previously have overlooked. The company reports improved diversity in age and background, higher customer satisfaction scores, reduced attrition, and stronger employee engagement. Hiring managers now rely on Vervoe’s assessments and meet only candidates who complete them.