About the Company

Moder is a rapidly growing BPO managing voice, chat, email, sales, collections, and L1 technical support processes. The BPO recruitment team handles thousands of applications every month and is expected to hire quickly while maintaining performance, customer experience, and floor stability across locations.

• Industry: Business Process Outsourcing (BPO)
• Operations: Voice, chat, email, sales, collections, L1 support
• Hiring reality: Constant bulk hiring across multiple cities
• Recruiter pressure: Speed, volume, and quality at the same time

Challenges in Talent Assessment

Recruiters at Moder were spending long hours on manual screening and still facing variability in hire quality. Different locations followed slightly different evaluation practices, and communication skills weren’t always assessed uniformly, leading to some new hires struggling in the first 30–60 days and forcing repeat hiring for the same positions.

• Inconsistent evaluation standards across regions and panels
• Heavy manual effort in resume and profile screening
• Uneven assessment of communication and customer orientation
• Early-tenure instability is impacting recruiter workload and client SLAs
• Difficulty scaling fair, proctored assessments for remote candidates

Proposed Solution by PMaps

PMaps partnered with Moder to add a talent intelligence layer to existing hiring workflows. Instead of replacing recruiter judgment, the platform gave them structured assessment data on behavior, cognitive ability, and communication, mapped to specific BPO roles, so shortlists became faster, fairer, and more job-relevant.

• Role-mapped behavioral and cognitive assessments
• AI-led analysis of clarity, fluency, tone, and writing
• Role-fit logic for support, chat/email, sales, collections, tech support
• Secure, proctored assessments for distributed, high-volume hiring

Execution of the Solution

The implementation was designed to feel natural for recruiters. PMaps and Moder co-created competency definitions, ran pilot batches alongside existing hiring, and calibrated cut-offs with honest performance feedback. Recruiters then began using dashboards and shortlisting rules daily, with periodic reviews to keep scores aligned with evolving processes and client needs.

• Discovery workshops with recruiters and hiring managers
• Pilot cycles to test, compare, and refine benchmarks
• Recruiter enablement on dashboards and shortlisting logic
• Quarterly calibration to match changing process expectations

Impact Metrics

Very soon, recruiters noticed that candidates who reached the BPO interview and offer stages felt more “BPO-ready.” Hiring managers saw stronger customer orientation and communication in new hires, while recruiters experienced reduced manual screening effort and more predictable early-tenure performance. The exact impact numbers are detailed in the downloadable case study.

• Better alignment between shortlisted candidates and role expectations
• Faster screening and selection cycles for bulk requirements
• Improved stability in early tenure across key processes
• Consistent evaluation across geographies and hiring teams
• Greater confidence in remote, high-volume online assessments

Conclusion

For BPO recruiters, Moder’s journey is a practical example of how to bring science, structure, and scale into everyday hiring without breaking what already works. If you’d like to see the detailed framework, sample scorecards, and quantified impact, simply fill out the form on the right to download the complete case study and explore how this model can be adapted to your own hiring engine.