Case study
Rewriting the rulebook
Sometimes a challenge comes along with the opportunity to rewrite the rulebook. This rewrite involves smart assessment psychology, bespoke video, props, and codes to crack. All to seek out the best-fit talent for a financial services’ contact centre.
0
No show rate
at the assessment centre0
Offer acceptance
Rate up from 73%0
days saved
of recruiter time in 4 monthsThe challenge
Our client had a traditional, single-stage competency-based interview process, which prioritised financial services experience above all else.
Successful candidates could answer technical industry-related questions, but often brought poor behaviours and attitudes, resulting in high attrition and troubling absence levels.
A bold shift was sought that focused on behavioural potential over experience, hiring the right candidates who would perform and stay.
Our solution was an industry-first immersive assessment that changed the client’s recruitment process for good.
The solution
A close collaboration between our Creative and Occupational Psychology teams, our solution was equal parts theatre and scientific rigour. Candidates expected a standard, corporate assessment process. Instead, they were parachuted into an alternative world where – for one day only – they joined a fictional underground resistance tasked with stopping ruthless art thieves from pulling off the heist of the century.
By creating this fantasy world of unexpected challenges, candidates relaxed and almost forgot they were being assessed. As a result, they revealed their true selves to assessors, who could easily identify the core attributes the client needed in its recruits.
Delivery & design
The science came first. Our Occupational Psychologists defined the capability, skills and behaviours needed, building an assessment framework that supported diverse, inclusive hiring. By focusing on potential and using standardised assessments and scoring, we ensured every decision was fair, objective and consistent.
Gamified online assessment
We removed CVs from the hiring process so decisions were unbiased and behaviour‑based. Now, a gamified task‑based assessment stimulates and tests the core success behaviours defined in the framework. Highest scorers were prioritised for the next stage, irrespective of work history.
Immersive assessment centre
The Creative team used the science as a springboard to create a fictional, immersive experience. Candidates had the ultimate goal of stopping a gang of thieves from stealing art. They did this through piecing clues together and solving puzzling.
Bringing fiction to life
From invite to final task, candidates received bespoke video content, and the assessment room was dressed with props — ticket stubs, Instagram posts, plane tickets and maps — bringing our fictional world to life. Alongside the group exercise, each candidate completed a customer conversation and an evidence‑based behavioural interview, all within two hours.
Results
The stats paint the picture of our success:
0% – Assessment Centre No‑Show Rate. Down from 25% to 0%
- 86% – Pass Rate. Increased from 41% to 86%
- 6% Attrition. Now at the lowest level since pre‑pandemic.
- 37 days Saved in four months. Removing CVs from the pre‑assessment centre stage has saved 37 days of recruiter time.
- 98% – Offer Acceptance Rate. Up from 73% to 98%
- 92% New Joiner
- 98% Candidate Satisfaction. Candidate satisfaction surveys take place at the end of the pre‑assessment centre.
- Diversity of Backgrounds. Recruits have come from a much wider range of backgrounds. These include nail technicians, chefs, employees from a world‑famous golf course and a football club, and former retirees returning.
Since we launched the new process, I feel I have much greater insight into the candidates. When we have new candidates join, I already feel I know them, and I am confident they will have the right behaviours to thrive here.
– Hiring Manager feedback
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