Transform the Hiring Process for Frontline Service Talent

To elevate its customer experience, a leading Australian university needed to reform its talent management practices for hiring frontline service representatives. With Gartner’s support, the client was able to streamline its hiring process, improving both speed to hire and the quality of its applicant pool.

Mission-critical priority

The manager of Student Lifecycle Services at the university was tasked with improving the hiring process for frontline service representatives to be more customer-centric. He needed guidance on the best way to attract and source talent for customer-facing roles.

How Gartner helped

Gartner provided the client with best practices and benchmarks such as Gartner Customer Service & Support Score diagnostic to identify inefficiencies in the existing hiring approach and highlight critical areas of improvement. Next, he leveraged Gartner’s toolkits, case studies, expert advisory and research around The Portrait of the New High Performer to streamline his hiring process and implement an effective coaching program.

Mission accomplished

With support from Gartner for Customer Service & Support Leaders, the client was able to:

  • Save time by identifying priority areas for improvement using benchmark data
  • Set up a new hiring  process that brought in more qualified candidates from the beginning
  • Build an improved relationship with HR stakeholders by proving his strategy would work and winning their support for implementation


Approx. $1.3 billion

Approx. 11,000+

Manager, Student Lifecycle Services

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