Asurion is a global leader in technology solutions services, specializing in insurance for a wide range of devices including smartphones, tablets, and appliances. With a workforce of over 19,000 employees, the company offers 24/7 customer support across the globe. Headquartered in Nashville, Tennessee, Asurion has expanded its operations to include offices in North America, the UK, Japan, and Australia, among others. The company’s business model focuses on providing comprehensive coverage plans against loss, theft, accidental damage, and malfunction, alongside tech support services. These services are designed to help customers set up, connect, and efficiently use their devices. Asurion’s commitment to customer service and its extensive global presence make it a key player in the technology solutions industry, ensuring consumers have access to reliable device protection and support.
Referrals made in 60+ cities
Total Jobs
Daily Impressions on Social Media
Auto Shares
The Challenge
As Asurion continued to solidify its position as a global leader in mobile and technology insurance, the company faced a significant challenge that threatened to impede its growth trajectory and customer satisfaction levels. Despite its expansive service offerings and commitment to excellence, Asurion encountered a critical bottleneck in its talent acquisition process. The rapid evolution of technology and the increasing complexity of consumer electronics meant that Asurion needed highly skilled technical support and claims processing staff more than ever before. However, the competitive job market, coupled with the specialized nature of the skills required, made it increasingly difficult for Asurion to attract and retain the talent needed to maintain its high standards of customer service.
The challenge was multifaceted:
- Rapid Industry Evolution: The fast pace of technological advancements required continuous learning and adaptation from employees, making it hard to find candidates with up-to-date knowledge and the willingness to evolve.
- Specialized Skill Sets: The specific expertise needed in handling sophisticated claims and providing advanced technical support was scarce, leading to prolonged vacancy periods for critical positions.
- Global Talent Acquisition: Asurion’s global presence necessitated a diverse workforce that could cater to local market needs and preferences, adding another layer of complexity to the recruitment process.
- Employee Retention: The competitive tech industry landscape meant that retaining top talent was as challenging as attracting it, with competitors always on the lookout for skilled individuals.
This talent acquisition and retention bottleneck not only strained Asurion’s operational capabilities but also risked compromising the quality of service that customers had come to expect, potentially affecting customer loyalty and the company’s market reputation. Asurion needed a strategic, innovative solution to overcome these challenges and continue its growth trajectory while maintaining its commitment to excellence in customer service.
What did
EmployeeReferrals do?
Enhance Quality of Hire: Referrals often lead to higher quality candidates because employees tend to recommend individuals who they believe are a good fit for the company, both in terms of skills and culture. This pre-vetting process can result in more successful hires.
Reduce Hiring Time: Leveraging employee networks can significantly speed up the recruitment process. Since referred candidates are often pre-screened by the referring employee, the time from job posting to hire is usually shorter compared to traditional recruitment methods.
Increase Employee Retention: Candidates hired through referrals tend to have higher retention rates. This is partly because they have a pre-existing social connection to the organization through their referrer, which helps them integrate more quickly and feel a sense of loyalty and belonging.
Cost-Effective: Employee referral programs can be more cost-effective than other sourcing methods. The costs associated with job advertisements, recruiting agencies, and the time spent screening numerous applicants can be higher compared to the rewards or bonuses paid out for successful referrals.
Boost Employee Morale and Engagement: Implementing an employee referral program can also enhance morale and engagement among current employees. Being involved in the growth of their team and company can be highly motivating, and receiving recognition or rewards for successful referrals adds an extra incentive.
Improve Diversity: Although there’s a debate on this point, some argue that employee referrals can help improve workplace diversity if the program is structured correctly and if the existing workforce is diverse. Employees can tap into their diverse networks to introduce candidates who might not have been reached through traditional recruitment channels.
Strengthen Employer Brand: When employees refer their contacts to open positions, they’re essentially endorsing the company as a great place to work. This word-of-mouth promotion can enhance the employer’s brand both internally and externally.
The Results
- Referrals mmade in 60 cities
- 622 total jobs
- 2657 total impressions on social media
- 423 employees using auto-share
- 29 monthly referrals
