The Challenge. High Volume, High Stakes
As ADT transitioned from four regional call centers to a nationwide hiring model, its legacy recruiting process struggled to keep up with growing demands. Recruiters were overwhelmed by volume, hiring timelines stretched into weeks, and early attrition, especially in Customer Technical Support roles, was draining productivity.
Key Pain Points:
- Manual, time-intensive hiring: Recruiters spent hours on phone screens and scheduling with no automation or funnel visibility.
- No predictive insight: Hiring decisions were based on resumes, not data, leading to mismatches and early exits.
- Scaling without support: Hiring one class of 25 could take a recruiter up to 8 weeks.
- Early attrition: Lack of job previews led to misaligned expectations and high turnover.
The Solution. Predictive Hiring at Scale
ADT partnered with Harver to modernize its contact center hiring model. Implemented on an accelerated timeline to further bolster hiring efforts, Harver’s purpose-built platform provided a fully automated, candidate-centric experience tailored for high-volume hiring needs.
The high-impact approach consisted of:
- Automated screening: Replaced manual phone screens with structured assessments.
- Realistic Job Previews (RJPs): Set clear expectations to reduce early attrition.
- Personality & skills assessments: Matched candidates to role demands.
- On-demand video interviews: Enabled faster, more flexible evaluations.
- Predictive scoring: Surfaced high-potential candidates instantly
The Results. Faster, Leaner, Smarter Hiring
Harver generated high impact business outcomes, even through some of the most challenging recruiting eras in recent history such as The Great Resignation and The Great Freeze. Across the Customer Technical Support team within ADT’s Contact Center organization, this included:
Increased Hiring Efficiency & Capacity
Harver’s automation eliminated manual bottlenecks and gave recruiters back their time,
saving over 10,000+ hours annually and enabling them to manage more candidates with less effort, resulting in:
Key metrics:
- 50%+ cut in time-to-hire
- 3,000+ hiring manager hours saved
- 33% faster candidate pipelines built (from 15 to 10 days)
- 300% increase in recruiter capacity
Quality Hires led to Lower Attrition
With predictive scoring and RJP’s, ADT hired candidates more likely to succeed, and stay. Early results across the Customer Technical Support organization included:
Key metrics:
- 13% reduction in overall attrition
- 10% YoY reduction in quick quits (0–90 days)
- Stonger. 30 and 90-day retention rates
Elevated Candidate Experience
Harver’s tech-driven process improved candidate satisfaction:
Key metrics:
- 60% YoY recruitment experience score increase
- 1,100+ high-potential candidates reached within 30 minutes via auto-scheduling
- 24/7 access to assessments and testings
The Takeaway. Predictive Hiring Results
Harver didn’t just help ADT hire faster; it helped them hire smarter. By turning data into decisions, Harver transformed ADT’s recruiters into strategic talent advisors and built a hiring engine that scales with business needs.
