Transforming Candidate Experience with AI-Powered Hiring

The Challenge

Enhancing Candidate Experience Amid Industry Transformation

Foundever™ is a global leader in the customer experience (CX) industry, serving over 750 of the world’s top brands. With 170,000 employees across 45 countries handling more than 9 million customer interactions daily, hiring the right talent efficiently is crucial to maintaining service excellence.

As the industry evolved, Foundever recognised that traditional hiring methods were no longer sufficient. Lengthy and rigid recruitment processes failed to reflect the company’s agile, innovation-driven culture. More importantly, candidates increasingly expected an engaging and streamlined application experience; one that mirrored the dynamic nature of the CX industry.

Foundever needed a hiring solution that would not only assess the right skills but also provide an intuitive, enjoyable, and efficient experience for candidates at scale.

The Solution

Partnering with Maki for a Smarter Hiring Experience

To address these challenges, Foundever partnered with Maki to transform its candidate assessment process. Maki’s AI-powered platform offered a fast, user-friendly, and engaging way to evaluate applicants while ensuring a skills-based and fair selection process.

The partnership focused on delivering assessments tailored to Foundever’s hiring needs, evaluating candidates beyond traditional metrics to measure their communication skills, problem-solving abilities, and customer service aptitude. This shift enabled Foundever to align its hiring process with its culture of innovation and efficiency.

As a result, Foundever has invited over 200,000 candidates to participate in Maki’s assessments, marking a significant transformation in its recruitment approach.

Our impact

A More Engaging and Effective Recruitment Process

By implementing Maki’s skills assessment platform, Foundever achieved remarkable improvements in both hiring efficiency and candidate satisfaction. An impressive 99% of candidates reported that Maki’s process enhanced their perception of Foundever, reinforcing the company’s employer brand. Additionally, 95% of candidates valued being assessed on their skills rather than traditional credentials, making the process feel fairer and more relevant. Furthermore, 90% of candidates found the experience easier, faster, and more enjoyable compared to conventional hiring methods.

Crucially, by leveraging Maki’s streamlined and data-driven assessment process, Foundever achieved a 100% on-time fill rate. This ensured all roles were filled precisely when needed, allowing the company to maintain operational continuity, meet client demands, and uphold service excellence in the highly competitive BPO industry.

Beyond cost efficiencies, Foundever continues to assess Maki’s impact on candidate processing speed and pass rates. While Maki’s assessment process is more rigorous than previous solutions, it ensures higher-quality hires by evaluating a broader range of skills. Initially, this led to slightly lower pass rates compared to the previous provider. However, the candidates who progressed to client interviews through Maki demonstrated a higher success rate, confirming the effectiveness of the refined selection process.

Under the previous screening method, out of 100 candidates, approximately 60–70% passed the initial screening, leading to around 70 interviews, with roughly 40 candidates progressing to client interviews. With Maki’s advanced filtering, 100 candidates now result in approximately 50 passing the initial assessments. While fewer candidates progress, they are better qualified, making the recruitment process more efficient and reducing resource strain. Of these 50, around 40 advance to client interviews, enhancing overall hiring effectiveness.

Furthermore, since integrating Maki, Foundever teams in APAC have enhanced their quality of hire by 7%, leading to greater efficiency by reducing the time spent on interviews and candidate screening.

From an ROI perspective, this improvement in quality of hire translates into an estimated $11.7 million in annual impact, driven by increased productivity and lower turnover costs.

One candidate shared:

I wouldn’t change anything. The tests were varied and assessed multiple skill sets. I found this process much more enjoyable than the usual.

Another commented:

The fact that it was quick, efficient, and fun at the same time—I loved the personality-based assessment. I believe I’m a strong candidate for working with people and solving issues.

A Game-Changer for Candidate Experience

Maki’s assessments allowed candidates to demonstrate their strengths beyond a CV. With interactive evaluations and AI-driven insights, applicants felt more engaged, and the hiring process became more transparent and enjoyable.

From the recruiter’s perspective, Maki also proved invaluable. One hiring manager noted:

Overall, we found Maki has many advantages. The user interface is simpler in design, especially for smartphone users. Creating a new test is much easier than before. We have a wide range of tests available, particularly for our international projects—language tests for Nordics, Dutch, and more. It’s a great tool that makes selecting the best candidates much easier.

Another recruiter reflected on its ease of use:

We really, really enjoyed the tool. Initially, we were a bit apprehensive about using it, but once we started, everything went smoothly. It’s incredibly user-friendly from both a candidate and recruiter’s perspective. The time efficiency in scoring results is a huge benefit—it’s significantly faster than our previous process.

The Future of Hiring at Foundever

By leveraging Maki’s AI-driven recruitment approach, Foundever has successfully modernised its hiring process, setting a new benchmark for candidate experience in the CX industry.

With plans to further integrate AI-powered insights and predictive hiring models, Foundever is paving the way for the future of recruitment, one that prioritises both efficiency and an outstanding candidate experience.

Maki isn’t just improving Foundever’s hiring process; it’s redefining how talent acquisition should feel in a fast-moving, customer-centric industry.