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          • Case Study: HireRight

          Case Study: HireRight

          HireRight logo

          HireRight Realizes a “Huge Win” With NiCE CXone Feedback Management

          As one of the world’s largest providers of background check services, HireRight is committed to helping organizations of all sizes efficiently implement, utilize, and refine their background screening programs.

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          Customer Story

          • CUSTOMER PROFILE
          • 01 THE BEFORE
          • 02 DESIRE TO CHANGE
          • 03 THE SOLUTION
          • 04 THE RESULTS
          • 05 THE FUTURE
          • What can NiCE do for you?

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          CUSTOMER PROFILE

          01 THE BEFORE

          Highly manual VOC processes

          HireRight’s VOC programs were highly manual; the company had little insight into contact volume, and surveys were distributed via email and tracked using a spreadsheet. Leaders and managers were challenged to empower teams with formal performance feedback and found it difficult to harness data to drive process and service improvements.

          02 DESIRE TO CHANGE

          Quality and interaction analytics converge

          HireRight’s leadership team wanted to deliver a modernized customer experience (CX), which would require a more robust view of business intelligence and an understanding of where there were opportunities to improve. As it evaluated CX solutions, HireRight was looking for an off-the-shelf platform with all of the capabilities needed to run a world-class contact center. HireRight chose the NiCE CXone platform, the leading cloud customer experience platform, because of its robust feature set and comprehensive capabilities, including CXone Feedback Management.

          03 THE SOLUTION

          Understanding the root cause of complaints

          HireRight approached implementation of CXone thoughtfully, one step at a time. The company started using CXone Feedback Management to provide statistical support to its account management team through a Salesforce integration with Tableau. This solution allowed line of sight and self-service access to customer-specific satisfaction data from the account management perspective.

          Next, the company began to use survey feedback in its Customer Quality Program, which focuses on identifying customers with a higher volume of customer service interactions and uncovering the root cause of their issues. CXone Feedback Management proved its value with the very first use—a client that was complaining frequently about its drug screening process. Client-specific processes related to drug screening were buried in the client guidelines used by HireRight’s customer service agents. After learning that this was the root cause of the client’s complaints, HireRight moved the information up, displaying it more prominently for agents to reference with ease. CSAT jumped significantly as a result, from under 10 to nearly 80.

          The next step was to automate how HireRight’s supervisors review and follow up with detractors. By tracking a wide variety of information—Was the detractor a client or an applicant contact? What was the detractor root cause? What was the true reason why they provided a less than favorable response?—HireRight can now identify needed improvements and track the effect of any remediation on CSAT.

          04 THE RESULTS

          Building a better organization

          CXone Feedback Management has allowed HireRight to connect response information and Net Promoter Score (NPS) data directly to specific process and service gaps and track the effectiveness of process changes and improvements. In the first year of implementation, HireRight realized a 21% increase in NPS among its top-tier clients and was able to understand which client satisfaction improvements contributed to the gains.

          HireRight realized similar success across clients included in its Customer Quality Program. Over the course of nine months, 55% of those clients realized an improvement in overall satisfaction, 45% realized an increase in satisfaction with agent professionalism, 32% realized an improvement in issue resolution, and 36% had an increase in NPS.

          CXone Feedback Management also provides another data point—a non-punitive one—to help agents understand their performance.

          “We can now share what the customer thinks about our performance overall and, in some cases, their performance as individuals,” said Todd Baxter, chief services officer at HireRight. “It’s incredibly powerful, very meaningful and tells the whole story about them, putting them at the center of the story.”

          05 THE FUTURE

          Expanding to overseas markets

          CXone Feedback Management has enabled HireRight to increase visibility into CSAT metrics and drivers across the organization. Future plans include expanding use of the solution to other markets to drive improvements across the globe.

          “Now, CSAT is one of the top five organizational focuses,” said Janie Dellinger, global quality supervisor at HireRight. “CXone Feedback Management has given additional visibility to those outside of customer service to be able to not just promote a better score but also really line up the ability for improved service and then measure it. It’s now an expected piece of what our go-to-market team uses and what C-level executives review.”

          “It has been a huge win for us— being able to really figure out and track not just that people weren’t satisfied, but why, and being able to look at it in a meaningful way. We’re not just getting a bunch of data, we’re using that data to build a better organization.”

          GLOBAL QUALITY SUPERVISOR
          HIRERIGHT

          “We are able to utilize the data and break it apart, in ways that are meaningful to us as an organization, to improve service, which is obviously the No. 1 goal, but also show our executives and other people within the business that what we’re doing is working.”

          GLOBAL QUALITY SUPERVISOR
          HIRERIGHT

          Contact us

          If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For customer support, please visit our support page to log into the Customer Community portal.

          JANIE DELLINGER

          JANIE DELLINGER

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          ABOUT

          HireRight provides comprehensive background screening, verification, identification, monitoring, and drug and health screening services for more than 40,000 customers across the globe. HireRight offers services via a unified global software and data platform that tightly integrates into their customers’ human capital management systems enabling highly effective and efficient workflows for workforce hiring, onboarding, and monitoring. In 2020, HireRight screened over 20 million job applicants, employees and contractors for its customers.

          INDUSTRY

          Pre-employment screening

          WEBSITE

          www.hireright.com

          LOCATION

          Headquartered in Nashville, TN

          AGENTS

          Approximately 600 agents using NiCE solutions worldwide

          GOALS

          • Leverage comprehensive CX platform
          • Reduce manual processes
          • Improve CSAT
          • Inform service improvements

          PRODUCTS

          • NiCE CXone Feedback Management

          FEATURES

          • Provide in-depth analytics and benchmarking capabilities to drive actionable insights.
          • Gain detailed feedback from customers to enable the business to improve performance.