Summary
Transcom, one of the world’s leading customer experience organizations, is in the people business. Behind the scenes, though, recruitment was fragmented and decentralized across the global footprint where Transcom operates. Recruiters were bogged down by manual processes, which only worsened when they had to hire internationally and adapt to different hiring standards in each market.
This disjointed system could not scale efficiently, so Transcom partnered with Avature to centralize its talent acquisition systems and consolidate several hiring processes into one. The company set high expectations going into the partnership, but the results exceeded them, earning Transcom the 2025 Avature Award for Biggest Business Impact.
About Transcom
Transcom is a Business Process Outsourcer that provides customer service, technical support and digital services, with over 30,000 employees at 80 sites globally. They are in the business of giving their clients’ customers the very best experience possible, interacting with an estimated two million customers per day across 33 languages.
The Challenge: Fragmented Processes Leading to Candidate Dropout
Transcom hires between 16,000 and 20,000 people annually, most of them for high-volume, frontline customer service positions. The recruitment process was handled differently around the world, lacked automation, and was not integrated with core systems.
We still are largely decentralized…But what we wanted to do is ensure our employees, whether they sat in the Philippines or North America or any one of our EMEA countries, that they had the same great service, the same great experience. And so that’s really where we started.”
Transcom recognized that something needed to change to make recruitment more efficient, forward-thinking, global and fully integrated into its systems of record. Recruiters and hiring managers were dealing with a heavy load of manual processes, and candidates were dropping off at a high rate due to the many breaks in the process.
The Solution: Centralizing and Automating Recruitment at Scale
Transcom’s answer to these fragmented, manual and confusing hiring models was to create a standard but flexible practice, no matter where in the world it was hiring. The organization set a goal of building a cross-functional global hiring solution that still allowed for localized nuance, and it chose to deploy in two phases: Avature ATS first, followed by CRM and hiring manager portals to complete the move to a cleaner, more uniform process.
We’ve come up with some really exciting solutions with the partnership. And that’s the kind of collaboration that we as a company look for in companies that we partner with. And so, you know, we’re excited for the future. We’re excited that [Avature] keeps looking to innovate and is always forward-looking.”
Phase 1: Avature ATS
Transcom implemented Avature ATS in six months and went live in 23 countries on the same day. This let the TA team move from a hiring system riddled with breaks to an automated workflow that required no human intervention once a hiring need was identified and a requisition was opened. Candidates can move automatically from step to step, freeing recruiters from manual administrative work so their focus can be on the important human element of recruitment.
Phase 2: Avature CRM & Hiring Manager Portals
After a period of stabilization, Transcom implemented CRM and hiring manager portals. With the CRM in place, the company built talent pipelines for specialized roles, such as customer service representatives with niche language skills. In the hiring manager portal, automated workflows ensure proper approvals are in place and tracked in a system.. The same workflows improve communication between hiring managers and recruiters, enabling them to share feedback seamlessly through the forms sent after each interview.
The Results: Unparalleled Speed, Agility and Quality
Transcom did not just want to integrate a new tool into its hiring process. It wanted to transform that process and, as part of that, set goals to measure the business impact of change. The organization knew what it wanted from this effort, and it exceeded every goal it set.
We set some pretty lofty goals and we set many different bars that we wanted to hit. We measure everything and I’m super excited that we exceeded every goal that we put in place.”
Time to Fill Slashed
- Time to offer for customer service roles fell from eight days to one.
- Admin time to process a new hire into the HRIS went from eight hours to a rapid 10 seconds.
- Custom assessments integrated into candidates’ applications increased assessment completion by 72 percent. This not only reduced candidate drop-off but also sped up hiring by enabling automatic completion of the assessment.
Delivery of Service Made Better
- Achieved a 0.85-point decrease in early attrition per month, smashing the goal of a 0.5-point decrease and leading to more quality hires.
- Increased the fill rate of customer service roles by 1.85 percent.
Better Accountability
- 100 percent of leadership and support roles are now routed through the hiring manager portal, ensuring the right approvals are obtained, providing full accountability and transparency.
Winning the Avature Biggest Business Impact Award
The impact of Transcom’s Avature journey was apparent within less than two years, as the company exceeded every goal it had set out to achieve. Avature gave Transcom the foundation for sustained and scalable business growth and a well-oiled recruitment machine, one that puts the candidate in the driver’s seat by automating much of the process.
Submitting our entry to the Avature Awards created a valuable moment of reflection—allowing us to step back, connect our transformation journey to measurable business impact, and clearly articulate the story behind the progress we’ve achieved. The process energized our team as we documented and celebrated our progress, and winning for Biggest Business Impact made the reflection even more meaningful.”
That automation gave Transcom’s recruitment teams the tools to hire faster and smarter, while making collaboration easier. Transcom transformed both how it hires and how efficiently it does so, and with Avature at the core of that transformation, the results earned the company the Biggest Business Impact award at the Avature Awards 2025.