How Affinix® Delivered Speed and Quality at Scale for Hearing Care Provider

Situation

A leading Australian provider of hearing services and hearing aids faced staffing challenges that impacted their entire operational network. Over 300 locations needed Store Managers, Assistant Managers and Clinical Advisors—urgently. With understaffed stores, they were experiencing lost revenue, compromised customer service and operational strain across their hearing care centers.

The scale of the problem was compounded by prior failures. Two previous RPO providers had attempted to solve this problem and, between them, filled fewer than 45 roles in an entire year. The company then turned to PeopleScout and Affinix® for a complete transformation of their recruitment approach and capabilities.

Solution

We began by diagnosing where and why the previous efforts fell short. Using our proprietary Affinix talent acquisition suite, we analyzed every step of the candidate funnel, identifying precisely where candidates were dropping off and why. We identified hiring manager bottlenecks and a candidate experience that wasn’t compelling enough to overcome the delays in the recruitment process.

Using the findings from our diagnostic, we completely redesigned the client’s recruitment process. Working with hiring managers, we created detailed candidate profiles, then embedded the client’s EVP into every candidate touchpoint—from attraction campaigns to application forms to assessments. The entire end-to-end journey was digitized in Affinix, including pre-screening questions delivered by SMS, video interviews, background checks, and contract generation—all automated.

We rewrote recruitment marketing, remapped workflows and optimized speed without sacrificing quality. Through Affinix Analytics, we continuously monitored the process, adjusting as we went to maintain relentless momentum toward hiring goals.

The Hypercare Innovation

Then we developed our breakthrough solution: Hypercare—a revolutionary workflow designed to place 100 roles in 30 days.

Candidates watched a “day in the store” video during the application process, which provided an authentic peek into the role to understand job demands and company culture. SMS pre-screening and video interviews dramatically boosted completion rates while maintaining quality standards.

The most transformative element was streamlining workflows, significantly reducing administrative tasks for hiring managers. This required extensive change management, clear communication, and above all, trust from the client. By developing robust candidate profiles upfront and leveraging automation to maintain quality standards throughout, we proved this innovative approach could deliver exceptional results at unprecedented speed.

Key Success Factors

• Diagnostic Approach: Our analysis identified specific process bottlenecks and candidate drop-off points 
• Complete Process Redesign: Digitization and automation from attraction through contract generation to boost speed 
• EVP Integration: Employer brand embedded throughout every candidate touchpoint 
• Hypercare Workflow: Breakthrough approach placing 100 roles in 30 days  
• Automation at Scale: SMS screening, video interviews and automated communications maintained momentum 
• Reporting Analytics: Continuous monitoring and optimization through Affinix 
• Change Management: Building trust to transform longstanding processes 

Results

In our first 12 months, we filled 629 roles—279 more than contracted and 14x more than two previous RPO providers had delivered, combined. Leveraging Affinix, we reduced the average time-to-fill across the program to just 18.96 days, dramatically faster than industry standards for specialized healthcare retail roles.

Through the Hypercare workflow, we placed 249 roles with an average time-to-fill of just 13 days—including contract generation, signing and background checks. This represented a complete reinvention of what was possible in high-volume specialized recruitment.

Where two previous RPO providers had delivered fewer than 45 hires in a year, we delivered 629 in 12 months. Where bottlenecks once inhibited progress, automation created flow. Where stores stood unstaffed and revenue opportunities were lost, the organization now operates a fully functioning network across 300+ locations, serving customers and driving business growth.

The impact extended beyond immediate hiring metrics. We fundamentally transformed how the client approaches recruitment, proving that by challenging convention, embracing technology and building trust through consistent delivery, even the most challenging talent acquisition obstacles can be overcome.