Webhelp Moroccco partnered with Talkpush and WhatsApp to accelerate its hiring and deliver real-time feedback to applicants.

Webhelp, the global BPO with presence in 49 countries, has rapidly become a talent acquisition leader in Morocco, and decided to go one step further with its digital recruiting solution powered by Talkpush. The company allows its recruiting teams to act independently, offering localized approaches fit for each region. In Morocco, Webhelp hires about 4,000 employees every year, and looking to increase efficiency to fill their quotas (with the right people) they turned to Talkpush to automate the initial pre-screening. 

Innovation Leader

Alexander Marsigny, Regional Director at Webhelp explains that hiring 4,000 people a year meant their recruiters had to filter out from roughly 70,000 resumes, and that’s just the beginning. After that initial screening based on resumes, recruiters would have to do a phone screening to test for language abilities. They were facing a problem: phone calls are time consuming. Recruiters didn’t always get the candidate on the first try, plus they had to stay on the phone for a few minutes, even if they could correctly assess their French skills in a few seconds. 

So, they completely switched gears — braving the new trend of high volume recruitment, getting rid of resumes and relying on a customized bot to do that initial pre-screening. Now all recruiters have to do is go to the candidate profile, listen to a few seconds of the voice note and know instantly whether the candidate has the language skills required for the job, or not. It’s all part of the chatbot flow, candidates can immediately begin their application and are prompted to send a voice recording in French. No need to call them up anymore!

“We used to spend an average of 1 hour per candidate to be able to reach them on the phone. Now candidates can record their answers, it takes 3 minutes per recruiter instead of 1 hour because you just have to listen to the prerecorded answers and move them to the next step.” — Alexandre Marsigny, Regional Director, Webhelp

Webhelp uses an internal ATS, which was integrated with Talkpush to ease manual work, updating candidates status in real time on both systems. 

The Candidate Experience: Millennials and Gen Z

The nature of customer service, lends itself to hiring lots of young people. For many, call center jobs are a stepping stone in their careers, and a way to provide for their families. Webhelp knows this and has a bot to match their audience. The Webhelp digital recruiting assistant is informal, using the French “tu” instead of the more formal “vous”, and goes straight to the point. As Marsigny explained, “we need to hire young people and young people are ultra connected. Our recruitment methods needed to match the 21st century." 

They decided to go straight to where the bulk of their candidates are: Facebook Messenger and WhatsApp. “We’ve seen a huge increase in response rate, thanks to using the bot on these channels,” said Marsigny.

Not only has it increased response rates, but also their employer brand is on the rise, with a candidate satisfaction score of 4.6 out of 5. Marsigny actually applied himself. “I tried it myself as a potential candidate, it’s really easy to discuss with the bots, he said. "The experience is easy, quick, and effective. I think that’s what candidates like the most, they can do it whenever they want. They’re used to Messenger or WhatsApp and in a couple of minutes it’s done.” 

Using AutoFlow, the no-code solution that allows recruiters to design every step of the candidate journey, Webhelp has been able to move candidates along the pre-screening and automatically schedule time with a recruiter after they’ve met the basic language requirements. There’s no more back and forth trying to nail down an interview time, or calling candidates when they’re busy.

Saving Money with Social Media Sourcing

Another area where Webhelp has leveraged Talkpush is by connecting it to its advertising channels, relying on Facebook Lead Ads to get new talent in their database. With Talkpush’s analytics they were able to spot trends and better allocate their budget, resulting in a 20% decrease of their cost per qualified candidate. “Going through the Facebook Lead Ads we saw that the cost per candidate and per hire was more cost effective than other usual channels such as the referral program, ” said Marsigny. 

The Story in Numbers

• 4,000 hours recruiter hours saved annually

• 20% decrease in marketing cost per hire 

• 4.6 out of 5 candidate satisfaction rating 

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