Scaling a BPO from 200 to 1,200 agents without adding recruiters

A Lagos-based BPO used Ploras to run 20K voice screens in a quarter — 80% completion rate and zero fraud incidents on verified hires.

A Lagos-based contact-center operator needed to scale from 200 to 1,200 agents in one quarter to support a new enterprise contract. Their talent team was 6 recruiters. The math didn't work — until they changed what the recruiter's job was.

What they built

Voice screen at scale

20,000+ first-pass voice interviews across the quarter. 80% completion rate. Automated scoring on English fluency, call-handling judgment, and prosody signals tied to customer-service aptitude.

Fraud + identity

Every voice screen cross-checked against ID document, proof-of-address, and liveness. Zero fraud incidents on the 1,200 hires made in the quarter. Not reduced. Zero.

Human on the close

Recruiters stopped doing intake calls entirely. They took the top 3 candidates per role, ran a 15-minute human review, and made offers. Their job became closing, not filtering.

We used to think headcount was our bottleneck. It wasn't. Our bottleneck was recruiters doing work that didn't need a human. Once we removed that, six recruiters felt like sixty.

Takeaway:: Scale problems in hiring aren't usually about the tools — they're about which steps in the funnel should have humans in them at all.