Client: Ride-Hailing, Food delivery

Scope: End-to-End Recruitment for Customer Service Roles

Timeline: Completed within 49 days

Project overview

To support the growing demand for 24/7 customer service in the digital services sector (e.g., food delivery, ride-hailing, and cashless payments), the client launched a new contact center initiative. The objective was to set up and operationalize a fully functional customer support team, comprising:

All roles had to be recruited, onboarded, trained, and ready to go live within a defined timeframe to meet the client's service-level commitments. The project required a seamless collaboration between recruitment, training, and compliance teams.

In a society that increasingly prioritizes fast, convenient online services - such as food delivery, shipping, and digital payments - the demand for efficient online customer support has grown significantly. Recognizing this trend, THIENTU has partnered with clients to establish dedicated customer service centers. This comprehensive initiative includes setting up the entire communication system and, most importantly, recruiting qualified personnel for the project. It not only creates more job opportunities but also ensures 24/7 customer support, enabling prompt and effective assistance whenever users encounter questions or issues during their shopping experience or while using digital services through the app. 

Recruitment Challenge - The project posed several recruitment-specific challenges:

• Strict compliance requirements: All hires were subject to mandatory background checks, including credit history and employment verification.
• Client-interview process: For key roles such as Team Leads and QA Specialists, Data Analyst, Trainer, operation manager, a second-round client interview was required to ensure alignment with internal standards.
• Training & certification prerequisite: All project team members were required to complete training and pass a final assessment before going live, adding another layer of readiness validation.
• Time sensitivity: The project had a tight timeline, requiring high-volume recruitment, efficient screening, and fast onboarding—without compromising on quality or compliance.

These factors made the project a high-stakes recruitment mission with little room for error, especially in a competitive talent market.

Solution Approach

Phase 1 – Initiation (Week 1): Job Description Development & Talent Sourcing

Based on the client's requirements, THIENTU identified and defined the key roles needed to establish a fully functional contact center for the project. These roles included Customer Service Representatives, Team Leaders, Data Analysts, Quality Assurance Staff, Training Specialists, and an Operations Manager. The goal was to build a strong core team capable of delivering high-quality service to the partner’s end customers.

Following this, detailed job descriptions were developed for each position. These descriptions outlined not only the primary responsibilities of each role but also the specific hiring criteria and the benefits offered to employees. This comprehensive approach enabled THIENTU to accurately determine the required workforce in terms of both quantity and quality, ensuring the recruitment process aligned with the project’s timeline and service standards. 

Phase 2 – Interview (Week 2 & Week 3): Talent Selection, Interview Setup & Hiring Completion

THIENTU implemented a structured and efficient recruitment process to ensure the timely onboarding of qualified candidates for the project. The process began with a rigorous talent screening phase, where applicants were assessed based on the predefined job descriptions and key selection criteria tailored to each role.

Following the initial screening, interviews were scheduled and coordinated efficiently, ensuring alignment with both candidate availability and project timelines. THIENTU’s recruitment team facilitated the entire interview process - ranging from communication with candidates to interview panel coordination - ensuring a smooth and professional candidate experience.

Once the most suitable candidates were identified, the team proceeded with final evaluations, offer negotiations, and onboarding procedures. This end-to-end approach ensured a seamless recruitment cycle, enabling the project to quickly build a high-performing workforce aligned with both client expectations and operational demands.

Phase 3 – Training  Kickoff (Week 4) - Cultural & Production Training

The training phase began with cultural onboarding, where new hires were introduced to THIENTU’s core values, work culture, and expectations. This session also provided an overview of the ride-hailing & food delivery platform, helping employees understand the broader context of the project and the end users they would be supporting. 

Following this, the team moved into production training, which was directly conducted by the client. This hands-on training ensured that all staff members developed a deep understanding of the platform’s systems, tools, and operational processes, preparing them to deliver high-quality service from day one.

Results

With a structured and insight-driven recruitment process, the client achieved several key outcomes:

• Faster Hiring Turnaround: For Batch 1 and Batch 2, THIENTU successfully completed recruitment within a maximum of 21 days, while for Batch 3, the process was expedited further to within 14 days. This efficiency ensured the project remained on track and fully staffed at each critical phase.
• Over 90% Recruitment Deadline Fulfillment: Across all hiring phases and positions, THIENTU maintained a recruitment deadline fulfillment rate of over 90%, meeting the client’s expectations for speed and staffing accuracy.

Batch 1: 10/02/2025 - 24/02/2025 (Time to fill: 14 days)

Batch 2: 27/02/2025 - 20/3/2025 (Time to fill: 21 days)

Batch 3: 14/04/2025 - 28/04/2025 (Time to fill: 14 days)

• Optimized Workforce Allocation: With detailed forecasting of staffing needs and role-specific requirements, the client was able to deploy the right number of agents with the right skills—reducing underutilization and improving operational efficiency from day one.
• Improved Candidate Quality: The focused approach to screening and cultural alignment ensured high-quality hires who were both technically capable and culturally fit, contributing to higher performance and lower attrition rates.
• Accelerated Training Readiness: The structured training phase, supported by THIENTU and the client, empowered new hires with relevant system knowledge and customer insights, reducing ramp-up time and enhancing early-stage productivity.
• Scalable Recruitment Model: The end-to-end recruitment strategy created a repeatable model that the client can leverage for future expansion, ensuring consistency in talent acquisition for upcoming projects.

Conclusion

THIENTU successfully built a fully compliant and high-performing customer service team for the client's Ride-Hailing & Food Delivery platform. By aligning recruitment strategy with operational goals, THIENTU ensured:

• Timely hiring across multiple phases
• High-quality talent selection
• Seamless onboarding and training
• A scalable model for future talent acquisition

This case exemplifies how a structured and agile recruitment approach can drive success for large-scale, time-sensitive customer support operations.