Advelocity Success Story
How Professional Security Transformed Recruitment, Workforce Management and Customer Service Using AI
Client
Professional Security
Type
Security Services
Services
AI Automation, Telephone AI
65%
Candidate Interview Completion
Candidates engaged immediately after applying, creating a faster route from application to assessment.
100%
Applications Automatically Screened
Every candidate was assessed against predefined criteria, removing the need for manual CV reviews.
24/7
AI-Powered Recruitment & Support
AI handled candidate engagement and routine enquiries around the clock, increasing operational capacity without additional headcount.
The Client
About Professional Security
Professional Security is one of the UK’s leading providers of security personnel and services, operating nationally with a large workforce and a constant, high-volume demand for qualified candidates.
At the scale Professional Security operates, recruitment is not an occasional activity. It is a continuous, business-critical process. The ability to find, screen, qualify and place the right people quickly, is directly tied to the organisation’s ability to deliver for clients and grow.
The Challenge
Recruitment was becoming increasingly difficult to scale.
Like many national service businesses, Professional Security relied heavily on external recruitment platforms including Indeed and GuardPass to generate applications. These platforms delivered volume. But volume alone was creating as many problems as it solved.
Applications were being processed largely within third-party systems, meaning candidate data was fragmented and the business had limited ownership of its own applicant information.
We found that good quality candidates (the ones that every business in the sector is competing for) often accepted alternative employment before the recruitment team had even reviewed their applications. Manual CV review was consuming substantial recruiter time and the same candidates were frequently sourced multiple times, driving up recruitment costs without improving outcomes.
Plain and simply, the business needed a faster, smarter and more scalable approach to recruitment. One that moved candidate ownership in-house, accelerated the journey from application to interview and ensured the strongest applicants were identified ahead of competition.
Customer Service Teams Were Under Pressure
Alongside the recruitment challenge, Professional Security operated a busy inbound call centre handling a wide range of enquiries from holiday pay questions to general customer service interactions.
Many of these calls were repetitive and followed predictable patterns. Their highly trained customer service staff were spending significant portions of their time dealing with enquiries that didn’t even require their expertise. As call volumes grew alongside the business, the traditional solution of recruiting more call handlers was becoming increasingly costly and operationally complex.
Professional Security needed a way to improve service levels and increase operational capacity without continually increasing headcount.
The Approach
AdVelocity partnered with Professional Security across two connected phases: recruitment automation and call centre transformation.
Phase 1
AI Recruitment Automation
The project began with a full review of the recruitment process to identify inefficiencies, bottlenecks and points where quality candidates were being lost.
A key early change was moving recruitment activity from third-party platforms to Professional Security’s own website. This gave the business ownership of candidate data and created the foundation for future automation.
AI Candidate Screening
AdVelocity implemented an AI-powered screening system that automatically assessed every application. Candidates were scored against agreed criteria and categorised based on suitability, eliminating manual CV screening and allowing recruiters to focus on higher-value activities.
AI Interview Automation
Successful applicants were automatically invited to complete an AI-driven interview, designed to gather deeper insights and accelerate progression through the hiring process.
The results exceeded expectations, with around 75% of invited candidates completing the interview. Candidates responded positively to the speed and convenience of immediate engagement, enabling Professional Security to identify and progress strong candidates before competitors.
Automated Interview Scheduling
Candidates who passed the AI interview stage were booked into face-to-face interviews, with appointments matched directly to area manager availability across the UK.
Automated email and WhatsApp communications provided confirmations, reminders and document checklists, significantly increasing attendance rates and improving administrative workflow.
Phase 2
Telephone AI and Call Centre Transformation
AdVelocity analysed call centre activity to understand enquiry types, call volumes and handling requirements before introducing automation.
Telephone AI was deployed to answer calls, understand caller intent and resolve routine enquiries such as holiday pay and shift-related questions. More complex calls were routed directly to the appropriate department with relevant information already captured.
This increased call-handling capacity without additional headcount and allowed staff to focus on higher-value interactions while maintaining scalability as the business grew.
The Results
Faster, More Effective Recruitment – AI-powered screening, interviewing and scheduling dramatically reduced time-to-hire, allowing Professional Security to engage and secure strong candidates before competitors.
Lower Costs and Higher Productivity – Automation removed large volumes of manual administration, reduced reliance on external recruitment platforms and enabled recruiters to focus on high-value activities rather than repetitive tasks.
A Scalable Workforce Pipeline – The candidate database was transformed into a workforce activation engine, allowing the business to identify, qualify and re-engage suitable candidates instantly as new opportunities arise.
Increased Operational Capacity – Telephone AI automated routine enquiries and streamlined call handling, enabling the organisation to manage growing volumes without proportionally increasing headcount or costs.
Long-Term Commercial Impact – The project delivered significant operational efficiencies across recruitment, workforce management and customer service. While exact figures remain confidential, the resulting cost savings and productivity gains are expected to generate substantial annual returns that continue to increase as the business grows.
75%
AI Interview Completion Rate
100%
Applications Automatically Screened
24/7
AI Recruitment & Customer Support
Instant
Candidate Shortlisting
Nationwide
Automated Interview Scheduling
Scalable
Workforce & Call Centre Operations
Looking to Automate Complex Business Processes?
Whether the challenge is recruitment, customer service, operational efficiency or growth at scale, AdVelocity helps organisations identify where AI can create measurable, lasting business impact.
The starting point is always the same: understanding where the real bottlenecks are and what the opportunity looks like.
