CTG Strengthens Candidate Identity Verification for Talent Provider

The Challenge and Opportunity

The company is an on-demand customer service outsourcing provider that connects businesses with virtual support talent via an online platform. They rely on their platform to ensure only approved agents are eligible to represent their customers’ brands.

The organization faced a growing issue: fraudulent candidates were creating multiple accounts to bypass platform restrictions and maximize earnings beyond set limits. In some cases, previously banned individuals were re-entering the system under new identities. This brought both financial risk and reputational exposure for their customers.

The company already required candidates to complete a recorded video interview and respond to a predefined set of interview questions as part of onboarding but they lacked a scalable, automated way to verify identity across thousands of applicants. With approximately 20,000 applicants moving through the system, manual checks were not viable.

A long-time CTG client of more than 10 years, the company engaged our team to strengthen identity 
validation during the hiring process without slowing down onboarding. 

The Solution and Results

The CTG team implemented its proprietary Interview Fraud Detection (IFD) tool as part of the candidate interview workflow. Recorded candidate interview videos are received from the third-party interview platform. The IFD tool processes those recordings, captures screenshots at multiple points, and applies facial similarity matching against a database of past applicants.

Each candidate was assigned a similarity score based on how closely the facial data extracted from the recorded interview matched previously submitted profiles. Combined with insights from the recorded interview and responses to the predefined interview questions, this enabled the company to flag potential duplicate or fraudulent accounts in real time before onboarding.

These were the results following implementation:

• Approximately 20,000 applicants processed through the tool

• Around 700 records were closed where individuals presented incorrect personal information but were identified and flagged through facial matches

• 6 people who were active in the company’s system were flagged who had created multiple records using different identities

• Fraudulent candidates were blocked from entering or re-entering the system, including an individual that attempted to create 20+ fraudulent profiles

With CTG’s solutions preventing fraudulent agents from entering the workforce, the company reduced the effort needed to review suspicious applicants. The client experienced faster investigations, reduced manual coordination, and improved fraud detection capabilities. This enabled their team to identify additional cases of fraud through follow-up analysis, and eliminated fraudulent candidates early in the recruiting process. 

Following a successful trial period, the company elected to purchase an annual license for the IFD tool, reinforcing its value as a core component of their hiring strategy.

This client story highlights how the right combination of expertise, strategy, and technology can create measurable business value. Explore the related solutions below to learn how CTG helps organizations solve complex challenges, improve performance, and accelerate transformation. When you're ready to discuss your challenges and goals, contact us to connect with an expert.