Retail Screening Assessment in 15 minutes flat

Solution and impact

Throughout the entire process, the William Hill team were able to offer first hand insights and valuable knowledge to the AMS Assessment Advisory team. This joint collaboration provided outcomes which were able to capture and define “what a great candidate looks like” for both Customer Service and Team Leader roles. On the back of this, we were able to create a tech enabled games-based assessment tool to screen for these hand-picked high performing characteristics which allowed William Hill to automate the initial screening stage. If candidates demonstrated the right aptitudes, they were pre-qualified and booked for interview within 24 hours.

The Assessment only took candidates 15 minutes to complete and received candidate satisfaction scores of 9.3 out of 10 on average, as well as improved candidate diversity as it allowed us to screen candidates solely against the skills required for the role, rather than using arbitrary criteria such as previous customer service experience.

The impact

• Candidate quality was regarded favourably by hiring managers at William Hill. The application – interview – offer ratio averaged c. 12: 4: 1, with slightly higher interview numbers completed as hiring managers typically wished to meet all shortlisted candidates
• Time from application to scheduled interview reduced from an average of 15 days, to an average of just 1.8 days on average
• Candidate experience feedback has been outstanding, with AMS Candidate Satisfaction ratings of 9.5 out of 10 on average between Feb 2023 and Feb 2024
• HireVue’s candidate satisfaction feedback also captured a 92% satisfaction rating. Written feedback provided included comments such as: “I felt at ease, as a person with ADHD and dyslexia I felt it accommodated my way of thinking.”
• Hiring manager satisfaction ratings were also outstanding, averaging 8.8 out of 10. With Hiring Managers appreciating the increased speed of this new process allows them to backfill vacancies much more quickly than before.
• Working in Partnership. Every 6 months, the William Hill and AMS stakeholders have a regular review of the continued performance of this solution, collaborating to review the agreed success metrics plus candidate and hiring manager feedback every 6 months. This ensures continued performance / corrective measures can be taken if required – and having continued governance and longitudinal review of project success metrics is something that is now embedded into William Hill / AMS technology projects as standard.