Ryanair validates candidate quality at scale, cutting hiring time in half

Industry

Travel

Customer

Marcelo Filippi

Contact Center Relationship Manager

User since

Aug 2025

Ryanair is Europe's largest low-cost carrier, operating a multilingual contact center that supports more than 100 million passengers each year.

As hiring volume increased, especially during seasonal peaks, Ryanair needed a faster way to assess candidate quality without sacrificing their standards. Traditional interviews couldn't evaluate language ability, tone, and problem-solving consistently at scale. By implementing quality validation simulations in their hiring process, Ryanair now assesses candidate quality before interviews begin - cutting interview time in half and giving hiring managers data-backed confidence in their decisions.

The challenge

No consistent way to assess candidate quality at scale

As Europe's busiest airline, Ryanair needed to hire support staff quickly while maintaining a high quality bar. But traditional interviews were time-consuming and inconsistent - there was no standardized way to evaluate language ability, communication quality, or problem-solving across large candidate pools. Hiring managers were making decisions based on interview impressions rather than demonstrated performance.

“We couldn’t afford to spend time manually reviewing training exercises or agent interviews.”

Marcelo Filippi

Contact Center Relationship Manager

WHY SOLIDROAD?

Quality validation before the interview starts

Ryanair turned to Solidroad to validate candidate quality early in the hiring process. Candidates now complete realistic customer service simulations before they ever speak with a recruiter. Automated scoring provides objective assessment of language ability, tone, and problem-solving - giving hiring managers a clear picture of quality before they invest time in interviews.

SOLUTION

Quality audits that scale with hiring volume

Ryanair now uses Solidroad to audit candidate quality as the first step in their hiring process. Candidates complete simulations based on real customer scenarios, and automated scoring delivers instant, objective assessment. Hiring managers see quality data before interviews begin, allowing them to focus interview time on candidates who've already demonstrated they can meet Ryanair's standards. This approach scales regardless of hiring volume - whether evaluating 10 candidates or 100.

“We managed to fit Solidroad into the first stage of our recruitment process. Now, we know the quality and accuracy of candidates before the interview even begins.”

Marcelo Filippi

Contact Center Relationship Manager

RESULT

Half the interview time, better hiring decisions

Since implementing quality validation in hiring, Ryanair has cut interview times from 30 minutes to 15 - the quality assessment is already complete before the conversation starts. On a single 100-candidate hiring day, this saved 38 hours. More importantly, hiring decisions are now based on demonstrated quality, not interview impressions.

CONCLUSION

A transformed agent lifecycle

By integrating Solidroad into both recruitment and training, Ryanair has transformed how it evaluates, selects, and supports its growing customer service workforce. Recruitment is faster and more consistent, training is more personalized and data-driven, and managers now spend their time where it has the greatest impact. The result is a more scalable, efficient, and high-performing operation, built to support the needs of Europe’s largest airline.