Capita scales high-volume recruitment with Gen AI and Agentforce.

Agentforce will help Capita transform high-volume recruiting and launch a new business line.

About Capita

Capita is a UK-based outsourcing company with operations in eight countries. It offers staffing, IT, and business process solutions to improve efficiency and create better customer experiences. 



The Challenge for Capita

Capita wanted to improve the efficiency of its labor-intensive recruitment process to help its customers fill roles faster.


Capita's contact center job listings attract tens of thousands of applications. Customers need those centers staffed up fast. But manual workflows have slowed the process, impacting candidates and customers. One reason: A limited number of staff must manage thousands of interactions manually. For example, if Capita won a large contract to staff a large global contact center, the recruitment team might have to screen many thousands of candidates. 


Capita saw an opportunity to boost recruiters’ productivity by automating front-end tasks so they can do what they do best. They can engage with candidates who are further into the process and provide more personalized service that gets the right person into the right job, faster. 

Capita also identified an opportunity to offer recruitment-as-a-service.

To deliver faster, more efficient services that help customers meet their labor demands, no matter how large or urgently needed, Capita envisions offering recruitment-as-a-service. This new line of business would help companies staff up at higher volumes than they could with a traditional recruiter.   


"The market is changing quickly," said Adolfo Hernandez, CEO. “There’s a need for this service, and we want to lead the change with partners like Salesforce that are moving fast to meet these challenges with an agent-first approach.”


By automating parts of the recruitment process, Capita can enhance the candidate and recruiter experience and meet sophisticated customer needs, all at scale.

The market is changing quickly. There’s a need for this service, and we want to lead the change with partners like Salesforce that are moving fast to meet these challenges with an agent-first approach.

Adolfo Hernandez
Chief Executive Officer, Capita

How Salesforce Helps Capita

Agentforce powers high-volume recruiting. 

As a digital workforce, Agentforce, Salesforce’s Digital Labor Platform, will help Capita quickly transform the recruitment process by autonomously taking action on early-stage tasks, such as enabling candidates to find jobs that fit their needs, assessing thousands of resumes in seconds, and narrowing the candidate pool for a potential match. Agentforce will interact with candidates in natural language and suggest the most relevant openings for them. For example, a recent college graduate might come to Capita’s website looking for a position. Agentforce will ask what they’re looking for, prompt them to upload their CV, instantly analyze it, and suggest relevant roles. Once they apply, Agentforce can then suggest next steps for the human recruiter, helping them move qualified candidates through the hiring process faster‌ — ‌a significant advantage for businesses that need to keep thousands of roles filled or staff up quickly for holiday seasons and peak campaigns. 


“With Agentforce, we will be able to build a high-volume recruitment platform that can accommodate around 10,000 people a year,” said Hernandez. “It’s really just the start of our agentic journey with Salesforce. We believe an agentic economy represents huge growth potential for UK businesses.”


Once candidates enter the hiring pipeline, Agentforce will soon be able to simplify the interview process by engaging applicants in multiple languages, answering questions in real time, scheduling interviews, and even handling pre-interview inquiries to ensure job seekers feel valued at every stage. Recruiters can then focus on building relationships with active candidates, providing them with a more engaging and personalized experience. With humans and agents working together, Capita envisions compressing the typical recruitment timeline from as many as three months to just 24 hours. 


MuleSoft, Salesforce’s technology platform integrator, will help connect Agentforce with Capita’s HR systems, like Workday. Being able to dip into unified candidate data, career site listings, and details from Workday and other applications, Agentforce can keep hiring records and job opportunities up-to-date throughout the recruiting process. When candidates are hired, their data will be automatically uploaded into company records, making sure key details are on hand when they’re needed.

This is just the start of our agentic journey with Salesforce. We believe an agentic economy represents huge growth potential for UK businesses.

Adolfo Hernandez
Chief Executive Officer, Capita

Agentforce will help Capita launch recruitment-as-a-service.

The organization plans to use what they learn from their own experience to help customers ramp up their own high-volume recruiting. This managed service will be particularly valuable for customers that need support with surge hiring for contact centers as well as for public sector staffing – two of their largest customer bases.


"This recruitment-as-a-service is going to be central to our being able to scale efficiently and effectively, to being able to provide the right people for the right job at the right time for our customers,” said Matthew Schultz, EVP, Strategic Partnerships. “Our expertise in the recruitment process, combined with the speed and scale of Agentforce, will help us deliver this new capability to our customers so that they can reap all the benefits that we're seeing."

Agentforce will help Capita predict staffing needs to stay ahead of turnover.

Agentforce will also help Capita ensure customers maintain business continuity. For example, customer contact centers can see high turnover rates, averaging 30-40%. By analyzing time-to-hire, monitoring staffing trends, and predicting attrition, Agentforce will be able to help fill roles before vacancies occur, shielding Capita’s customers from interruptions to their business. The company will feed millions of pieces of structured data, such as candidate details, and unstructured data, such as PDF resumes, from its HR systems into Data Cloud. Agentforce will then be able to reason across that data and predict future staffing needs based on trends such as how successful the job description was in attracting or retaining candidates. 

The Salesforce Difference

Agentforce augments Capita’s recruiting experts with a digital labor platform that empowers them to manage candidates and new hires with unprecedented efficiency. By automating early-stage pieces of the recruitment and hiring process, Agentforce will enhance the candidate experience and support scalable recruiting efforts. And with integrated CRM applications like Sales Cloud and Service Cloud, the applications that give representatives the data they need to interact with candidates and customers, Capita has a single source of truth for every candidate and customer to enhance service and personalize interactions. 


What’s more, Salesforce solutions integrate seamlessly with their existing platforms, using MuleSoft to connect to their HR system (Workday) and enabling real-time data exchange between applications. This unimpeded data flow will allow Capita to deliver exceptional candidate experiences and scale its global recruiting efforts.


“You're going to see an acceleration of processes. You're going to see economic value creation, and you're going to see an improvement in customer service,” said Hernandez. “It's too big an opportunity not to grab it with both hands.”