How Transcom got a 300% improvement in show-up rate and a 57% increase in online applications
Today, Transcom employs 29,000 customer experience specialists at 50 contact centers across 21 countries, delivering services in 33 languages.
Transcom Philippines’ operations are part of the Global English Region (GER), which covers the US, Canada, the UK and the Philippines. In 2017, Transcom PH started a massive digital transformation initiative. “As a result of this initiative, at the beginning of 2018, we hired our first chatbot provider. Unfortunately, the results were disappointing. “Not all chatbot providers are the same.” Jun Abo, VP of Talent Acquisition confided to us. After just a three month pilot with their previous vendor, Transcom was ready to move on from their initial sandbox solution to Talkpush’s fully integrated, end-to-end Candidate Relationship Management (CRM) solution.
Customizing the experience for the target audience
Transcom is all about the candidate experience. In such a competitive marketplace, they knew they had to differentiate themselves and establish an immediate connection with their applicants. This is where Talkpush’s Conversational Design team came into play. In an amazing collaborative effort that included interviews, group discussions and a deep dive into Transcom’s attributes and values as a brand, Ces came to life.
Ces has been Transom’s mascot for a while so it was crucial to get this chatbot customization right. Looking to engage with millennials and a young workforce, Ces uses GIFS, emojis, images, and a casual talking style to start the conversation with candidates.
Revamping the entire recruitment process
There are many reasons why Transcom has had such success with Talkpush. The main one being their commitment to fully embrace the platform and the possibilities that came with it. Jun Abo and his team had already identified the parts of the process they desperately needed to enhance, and mixing both companies’ expertise, we were able to map out a much more simplified and engaging candidate journey.
One of Transcom’s main goals behind the digital transformation was to make life easier for candidates. Job seekers can now apply, take all assessments, and complete their interviews online. They don’t have to go onsite unless it’s to receive their job offer — saving them time and money.
Augmenting recruiters and empowering them to do better work
Talkpush frees recruiters from all the menial, administrative, and repetitive tasks, so that they can focus on a higher level of interaction with the candidates. Once the team saw our platform in action, they were able to focus on the benefits it brought them, and their adopted increased every day.
The numbers that matter
Talkpush quickly became an instrumental part of how Transcom does recruitment. Through our solution, their Talent Acquisition team is now much closer to fulfilling their company’s mission of “Making life simpler by creating smarter people experiences.”
These numbers reflect the time and effort put in by both companies to truly enhance the candidate experience and recruitment process. They exemplify the kind of partnership we look for with all our clients and the potential behind well thought-out process with great technology.
Talkpush is the new way employers and candidates connect all over the world. We believe hiring is about starting conversations; and are on a mission to level up the recruitment experience.
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