Commercial Sector | Recruitment Solutions | Assessment Centres
Innovative Assessment Centre Streamlines Contact Centre Hiring for AusNet
Case study
The Recruitment Challenge
Fast-Tracking Customer Service Talent
AusNet, a national utilities provider, faced urgent customer service demands and needed to rapidly scale its contact centre workforce.
The challenge wasn’t just about speed.
It was about sourcing high-calibre, customer-focused professionals who aligned with the organisation’s service values. Traditional recruitment methods risked delays, inefficiencies, and poor cultural fit. A high-urgency, high-quality solution was required.
Davidson’s Recruitment Solution
One-Day Assessment Centre Model
To meet AusNet’s workforce needs at scale and speed, Davidson designed and delivered a single-day, multi-stage assessment centre.
Our end-to-end recruitment model focused on identifying emotional intelligence, adaptability, and customer empathy alongside technical ability.
Abilities and mind-set
Structured interviews and practical tasks assessed communication, adaptability, problem‑solving, and customer empathy.
Behaviours
Group activities and simulations evaluated collaboration, resilience, and cultural fit aligned to AusNet’s service values.
Key features of the model
- Structured behavioural interviews with AusNet team managers to assess communication, problem-solving ability and values alignment.
- A group problem‑solving task to evaluate collaboration, resilience, and critical thinking.
- A call simulation and written task, hosted on Davidson’s digital testing platform, to assess tone, clarity, and service acumen.
- Performance data from each round captured in a custom‑built competency matrix, giving hiring managers an instant, objective view of strengths.
Measurable Results: Reduced Time‑to‑Hire, Improved Outcomes
The results were immediate and high impact:
- Multiple hires completed the same day, dramatically reducing time‑to‑hire.
- High correlation between assessment results and hiring manager preferences.
- Data‑driven selection improved decision confidence and alignment.
- Ongoing recruitment pipeline developed for future demand.
“Multiple hires completed on the day… significantly reducing time‑to‑hire.”
Minimise hiring risk by using structured, competency-based assessment data to ensure cultural and values alignment.
Maximise hire quality
by selecting emotionally intelligent, customer-focused candidates proven to perform in service-driven environments.
Reduce time-to-hire
through a one-day assessment centre model that enables same-day decisions and builds a future talent pipeline.
Why use an assessment centre for contact centre recruitment?
High‑volume hiring doesn’t have to mean high risk. Davidson’s assessment centre model:
- Accelerates hiring without sacrificing candidate quality.
- Offers objective, competency‑based evaluation.
- Delivers a better candidate experience through engagement and clarity.
- Helps teams make faster, smarter hiring decisions.
Partner with Davidson for Workforce Solutions at Speed
Davidson has a strong track record delivering high‑performance recruitment strategies across commercial sectors. Whether you're scaling a national customer service team or sourcing niche technical roles, we bring the tools, structure, and experience to deliver results.
