An iQor Case Study
iQor Philippines, with a presence in more than 7 locations, is a managed services provider of customer engagement and technology-enabled BPO solutions.
With over 25,000 employees in the Philippines, iQor partners with many of
the world’s best-known brands to deliver aftermarket product and customer
support solutions that span the consumer value chain, from customer care
and receivables management to product diagnostics and repair services.
IQOR’s Philippines operations has a team of 100 recruiters in various roles,
including leadership, sourcing, and recruitment. The firm’s talent acquisition
leaders recruit for both agent and non-agent roles.
Recruitment challenges that propelled a change
Prior to using Talkpush, the iQor PH team had leads manually stored in excel files and no visibility on the sources of each. They had limited footfall data only and had big ramps coming up. Further, they needed a system to gather how many leads were untapped that were potentially convertible. There was no data that could help the team activate additional sourcing channels, if need be. In order to make more informed decisions in regards to resources, channels and budget, they were looking for a technology solution that would act as a database to give them a holistic view of their leads.
With Talkpush, IQOR no longer needs to rely on more manually generated
reports to gather data. Talkpush comes with a fully fledged data and analytics dashboard, so iQor has full visibility of leads. “We can now capture all the leads that come our way, especially from our social media channels.” Said Cynthia Maslian, Director of Talent Acquisition. This allows their team to gain a better understanding of the effectiveness of each sourcing channel, thus making the cost per lead and per channel more transparent, specific, and reliable. This information has also helped them create site-specific campaigns, enhanced through lead ads and messenger ads.
Fully integrated with their Talkpush campaigns, the chatbot automates the pre-screening process and the measuring of candidate Net Promoter Score (NPS). This not only frees up the time of their talent acquisition (TA) teams, but also helps them gain a better understanding of what candidates expect out of the overall recruitment process and their onsite experience of their physical recruitment hubs.
Integrating their ATS: Successfactors
Since iQor has two departments, one focused exclusively on sourcing and one for recruiting from the previously sourced talent pool, they needed three levels of integration — to automate communication between teams and the digital tools they each use to: source, assign, and update candidate status. To do this, iQor developers used the Talkpush open API, allowing our software to push data into their HR management system, Successfactors, and vice versa, with Talkpush automatically pushing data into their ATS whenever candidates are updated.
Talkpush updates Successfactors so that it can keep a record of all interactions as soon as an incoming candidate applies via a job board or social media. All new hires are registered in SuccessFactors to benefit from the company’s internal service. Sourcing passes leads to recruiters, via Talkpush, including leads generated from the company’s referral program on Successfactors. Once a candidate is shortlisted, a profile is created automatically inside the ATS with credentials for the recruiter to send them.
To build a more complete candidate profile inside Successfactors, Talkpush also pushes any new data captured via chatbot. Recruiters can track the candidate journey at every step and are immediately aware of opportunities to re-engage or reconsider past candidates.
Successfactors pushes data into the Talkpush CRM when a candidate is referred by an employee, speeding up first contact via messaging; and when a candidate is hired, allowing sourcing to accurately measure hiring rates per channel. The process has been very convenient, now recruiters don’t have to type in candidate data manually into their ATS, and they have a real-time view of the status of each candidate.
Qori, the recruitment chatbot
The conversation design team worked with iQor’s team to design the right
persona and tone of voice for their automated recruitment assistant, QORI.
Right from the start of the conversation, candidates get a sense of the fast-
paced, result-driven culture at iQor through QORI’s distinct way of messaging.
Much like the iQor brand, QORI bot believes in developing efficient methods to recruit the best candidates, and make their job hunting experience as quick and effective as possible.
Offline data goes online
iQor has been doing open house events for years and it’s proven to be a great source of talent. Now, iQor can process offline data in a more efficient way thanks to the use of parametric QR Codes. The candidate simply scans the branded QR Code (which is traditionally printed in a big roll up banner) and can start the application process in real time. To increase referrals and truly take advantage of the technology, iQor also prints t-shirts and button pins with the QR Code and has set up a reward program for candidates and employees who refer their friends.
The QR Code is featured on their employees’ desktop screensavers, video, and AVP presentations. This way, the TA team has been able to track candidate experience from physical interactions in a digital way, saving them time, paper and money.
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. Want to know more? Schedule a demo 👉👉👉 here.
If you like what you read, share using #Letthetalenttalk or #levelup and don’t be shy with your thumbs up!