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How Afni Used Talkpush To Transform Its Recruitment Strategy And Double Its Volume Of Weekly Hires
Technology Category
- Analytics & Modeling - Predictive Analytics
- Application Infrastructure & Middleware - API Integration & Management
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- Healthcare & Hospitals
- Telecommunications
Applicable Functions
- Business Operation
- Human Resources
Use Cases
- Predictive Replenishment
- Remote Collaboration
- Remote Control
Services
- Software Design & Engineering Services
- System Integration
- Training
The Challenge
Focused on nourishing the customer relationships of their clients, Afni is sometimes tasked with ramping up recruitment to meet client demand. These hiring ramp-ups presented several challenges to the recruiting team: Firstly, the recruitment process was predominantly manual, performed by a 50-man team that sometimes struggled to meet large volume hiring demands. After attracting candidates, the team would then manually review each application to pre-screen candidates. Secondly, beleaguered with low application volumes, each application step also resulted in numerous drop-outs, low engagements, and low completion rates for the overall process. Lastly, navigating from platform to platform searching for candidate data during recruitment can be a time waster and create room for errors. Afni’s recruitment workflow suffered limited integration capabilities with third-party assessment tools. This limitation necessitated recruiters to manually visit the databases of these assessment tools to retrieve candidates’ results.
About The Customer
Afni Philippines is a global contact center dedicated to revolutionizing customer engagement in various industries, including telecommunications, insurance, health care, and much more. With its team of passionate people, Afni helps brands cultivate meaningful and successful relationships with their customers through various channel strategies and solutions. To this end, Afni hires thousands of professionals annually in the Philippines and currently boasts a global team of about 10,000 employees to achieve this organizational objective. It is clear that Afni’s recruitment process plays a vital role in its proven success as an international contact center. Faced with countless manual recruitment processes, which slowed down their hiring rate, Afni decided to connect with Talkpush. This partnership helped the company transition from a manual recruitment approach to a fully digitized process.
The Solution
Afni Philippines has always relied on Facebook for gathering candidate leads, but following its integration with Talkpush, they have improved their Facebook sourcing processes in the following ways: With Talkpush’s Facebook bot, Afni implemented a Chatbot avatar, Juan, a 24/7 conversational recruitment agent designed to engage with applicants and effectively perform pre-screening functions via Facebook Messenger. Now, candidates interested in Afni’s job openings can apply to these vacancies and continue the entire application process with Afni without leaving Facebook. This way, Afni can stick to the candidate's preferred communication medium. With the chatbot agent Juan, Afni increased its number of leads and engagement levels. Using a chatbot also means more free time for the human sourcing team, who can now focus on other essential recruitment tasks. Also, Afni now utilizes a combination of paid and organic efforts to target potential candidates which leads to higher application volumes, large talent pools, and significantly lower Cost per Lead (CPL). Also, with the Facebook chatbot, Afni ensures candidates remain engaged and informed throughout the progress of their application, which in turn increases conversion rates. Previously, Afni’s recruitment team had to manually review every document sent in by candidates applying to vacancies. Now, the application process is paperless as candidates can answer fully automated pre-screening questions via Messenger right after they click on the lead ads. And with Talkpush’s automated sorting component, recruiters get a clear view of each candidate's qualifications. They can assess their compatibility with positions applied for at a glance, thus saving them time. For companies like Afni, language assessments are essential when hiring to fill certain positions. Manually running the Emmersion language assessment separately adds 12-24 hours to the recruitment process, delaying hiring progress. So, automating the testing and candidate result retrieval processes was crucial. With Talkpush, Afni has integrated the Emmersion Assessment Tool into its workflow, making it possible to send a hyperlink to the written and oral test to shortlisted candidates. Upon completion of the test, an instant TrueNorth score is generated and sent back to recruiters. Based on the automated criteria set, the score is then used by Talkpush to inform candidates of their next step in the recruitment process.
Operational Impact
Quantitative Benefit
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