How KPN serves five target groups with one platform.

3→1

Providers reduced to one

97,6%

Positive or neutral about KPN after the assessment

92%

Consider the assessment added value

The Challenge

KPN is not a small company. With dozens of different roles, from field technician to IT specialist and from retail employee to campus talent, the organisation recruits thousands of candidates every year. And each target group requires a different approach, different assessments, a different experience. That sounds manageable. Until you realise that KPN solved this for years with three different providers. Three contracts, three integrations, three contact persons and three invoices. Not because no one noticed, but simply because there was no single party that could offer everything KPN needed.

That sounds manageable. Until you realise that KPN solved this for years with three different providers. Three contracts, three integrations, three contact persons and three invoices. Not because no one noticed, but simply because there was no single party that could offer everything KPN needed.

The Solution

Selection Lab replaced all three providers and brought everything together in one platform, directly connected to SmartRecruiters. But the smart part is not just the consolidation, it is the way each target group gets its own tailored experience. For field technicians, the flow starts with an email invitation, followed by a game-based personality test, a game-based intelligence test and a short avatar personality test. Everything is automatically updated in SmartRecruiters. Customer Service employees go through a flow of approximately twenty minutes, consisting of a combination of games, a Situational Judgement Test and a short avatar interview in which the avatar is located in a KPN contact centre. This makes the process feel immediately recognisable and relevant to the candidate. Retail employees start with an avatar interview for personality, followed by a game-based intelligence test and a Situational Judgement Test. Campus candidates receive a personality assessment via avatar and a traditional or game-based intelligence test. And for Staff and Tech & IT profiles, a personality questionnaire and intelligence test are ready, tailored to the level and complexity of the role. Five target groups, five flows, one platform.

For field technicians, the flow starts with an email invitation, followed by a game-based personality test, a game-based intelligence test and a short avatar personality test. Everything is automatically updated in SmartRecruiters.

Customer Service employees go through a flow of approximately twenty minutes, consisting of a combination of games, a Situational Judgement Test and a short avatar interview in which the avatar is located in a KPN contact centre. This makes the process feel immediately recognisable and relevant to the candidate.

Retail employees start with an avatar interview for personality, followed by a game-based intelligence test and a Situational Judgement Test. Campus candidates receive a personality assessment via avatar and a traditional or game-based intelligence test. And for Staff and Tech & IT profiles, a personality questionnaire and intelligence test are ready, tailored to the level and complexity of the role.

Five target groups, five flows, one platform.

The Results

KPN now has one party, one contract, one integration and one point of contact. That saves not only money, but also time, energy and the frustration of three systems that never quite worked together smoothly. And every candidate, from field technician to manager, gets an experience that matches who they are and what the role requires.

The Results

1.700+

Invites sent in the first six months

48,3%

More positive about KPN after the assessment

"The assessments for Retail need to be very different from those for Head Office. Selection Lab enabled us to replace three parties at KPN."

Ingrid Bosch

Talent Acquisition Lead, KPN

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