Webinar: How BPO Companies are Adapting to On-site Work Dynamics

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so we're seeing a bunch of people log in if you just joined we have a comment

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let's give the others uh two minutes two more minutes to log in and then we could start but welcome to the latest

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installment of the recruitment hackers webinar series we're very excited to have

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you over here and we are excited to share um our insights for this afternoon so

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let's give everyone a couple more minutes to log in if you just joined again feel free to

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type where you're from your name and what company you're from in the chat and just say hi i know the bpo industry is

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relatively small so chances are you might know each other like work with each other in the past so

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say hi and i'm seeing i'm actually seeing a couple of familiar names and

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new names which makes us very excited too and as usual this community is

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mostly attended by people from various parts of apac and we're very happy to gather everyone from pa leaders to

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professionals um in this community where we talk about the latest trends in recruitment in the

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high volume space so let's give everyone um one more minute and then we could start but if you just logged in

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say hi in the chat comment in the chat um section say your name where you're from and what you do at your current

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company and again we also have a q a button so if you have any questions if you would

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like to ask our panelists any questions during the event feel free to do so and

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we'll make sure to allow time to answer your questions so it's two minutes in let's start

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i'm going to share my screen and welcome again to the latest

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installment of the recruitment hackers webinar series for this session in particular we will be talking about how

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the future is shaping the future of work is shaping after the past two years of

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having to work from home and with coverage restrictions easing a lot of bpo companies are now slowly

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working on site and transitioning to a more hybrid sort of setup and we had a number of our clients tell us about how

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challenging it is to remodel their current processes from a virtual one to a fully on-site hybrid

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sort of dynamic so of course we've invited mr marvin luon of elorica hi

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marvin how are you today hi blanche i'm good thank you for asking

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i'm glad to be here thank you for inviting me once again uh to be part of your

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recruitment hackers uh live webinar it's sir honor marvin and i'm sure our

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audience is very excited to have you here too um if you know marvin if you've worked with him in the past or you're currently

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working at the lorca show him some love in the chat or in the chat button and so

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quick background about marvin he is the current director of strategic sourcing and recruitment marketing at allowing

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the philippines so he's here to talk about how they're adapting to the new work dynamic and of course as you all

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know lorca is one of the biggest bto companies in the philippines not only in the philippines actually but in the

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world so we're definitely in for an insightful discussion this evening and also joining him as the moderator of

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this panel is our very own milan navarro she's our social media strategist who has been working with some of our

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biggest bpl clients so hi mila and i'll let you take over hi everyone thank you so much for

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attending this very interesting chat i am certainly very curious about this topic

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because i mean during the last i would say three years because you know uh before the pandemic things

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were a specific way during the pandemic we had to quickly switch to a completely

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way a completely new way of working and then again we are now having to switch once more so so many changes

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um for the bpo industry um so i'm just really curious to ask martin

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a few questions and before we start specifically on you know pulse pandemic

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transitions i'd like to know a little bit of history because i'm very i'm very interested we were just talking about it

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um can you tell us a little bit about how hiring used to work let's say seven

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to ten years ago um how how did you use to source and recruit for talent

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yeah so it's a it's a good way to start a conversation uh looking back is typically a good point of uh reference

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um maybe five or maybe 10 years ago because i've been in the industry for quite some

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time about 17 years ago i started uh joining the bpo um as a

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actually as a recruitment phone screener um way back we typically have a huge um

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number of applicants being processed through job fairs so these are you know these are face-to-face

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interactions physical job fairs that happens um here and there uh we used to

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you know travel a lot across the philippines to look for you know the top talents uh to the different provinces in

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the philippines um so i was part of of that and i was actually also um a relocation

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coordinator so you can see there's just so much dynamics when you're trying to attract the top talent across the

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country um so job fair really is our main source uh

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where we get our talents from then second to that would be employee referrals so employee referrals also you

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know managing the the network of our employees you you try to to maximize

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that that resource um but how they they source is also

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through interactions like if they go through like their annual school alumni uh interactions so

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they get to meet their friends and refer to the company they work for um and and that was free pandemic and

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it's you know online at that time is really sort of say um non-existent

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um especially the recruitment chat but it's not an existent uh the all of the

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all of the social media probably at that time and sorry it might you know reveal my age

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friendster was our social media back then i don't think friendster is existing anymore

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um but we don't use them as our sourcing channel so um a lot has changed um so when we

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approached uh 2016 17 18 that's when the time the ai started appearing

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um you know machine learning we've been hearing about data we've been hearing

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about um the the advent of of automation and and that's when

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and that's when uh you know we we realized that social media is becoming a thing

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and now um and i know for sure some of the people who are in this in this uh

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webinar can can relate to me um at that time twitter was actually

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leading and then came facebook when facebook came it was like a spike and and during as we

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entered the first year of the pandemic um we saw that there's a huge uptick in

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applications from online and now online is becoming our main resource or

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sourcing channel when we look for applicants i think we were fortunate enough because

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of the large employee base of allorica employee referral increased its

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[Music] relevance so when we talk about employee referral the share of higher we used to

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get around 40 of our hires from referrals during the pandemic it went as

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high as 70 and people are you know able to market the

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company through online and that's where they get the referrals where else because we couldn't

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go outside um and then the job fair that i talked about earlier was zero it went from from

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60 to zero percent during the pandemic and that's a that's a huge switch we

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couldn't let go of job fairs back then because it was really our main sourcing channel but then when the pandemic

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happened who knew we would actually survive using online and employee referrals so that's that's where we are

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now that's interesting that's a big change

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i've read some figures that have said that if the pandemic hasn't happened it might have

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been another 20 years before we actually transitioned into you know such a

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digital you know um augmented chatbot ai

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rpa and and even automation augmented process so it's interesting what happened was

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interesting now i'm i'm very interested in so you realized

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that there's a huge you know talent pool in the digital world waiting for you to

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advertise for your jobs to find them to give them you know a good candidate experience so that they can apply um and

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you've been using talk push for a while you've been automating your process you know delighting your candidates with

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with an excellent process and that pretty much allowed you to surf

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the waves of the pandemic successfully but now you know we're coming into almost half

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of 2022 people are already sort of you know becoming a little more comfortable with

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the situation and a lot of companies are now transitioning back to

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an onsite work model and i know that this comes with

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a lot of challenges probably because things worked during the pandemic right um so i'd like

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to know how allurica is doing this transition in two main fronts

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first one in the front of sourcing you know you are already seeing a lot of success with digital sourcing you

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realize that you don't necessarily need to have an expensive job fair or you know set up a shop in a supermarket to

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gather candidates you already have social media and um and you already have referrals so

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that transition for sourcing and also um you know of course your employees how

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how are you transitioning them from a remote to an on-site or is it hybrid um

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please shed some light on this it's very interesting okay okay so let's start first off with

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sourcing and attracting talent um definitely we've we've adjusted um most

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of our process a recruitment process online um the thing is when when when we

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started transitioning to on-site uh we also have to take into consideration or or keep in mind that we are still in the

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pandemic we're not in any way out of the the woods yet right so anything can

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happen like the new variants are coming in uh we still have to maintain that that

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mindful um you know actions when we all converge into on-site but we do process

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candidates today on site because um we also need to understand that in the philippines

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there are still applicants who still don't have that that you know internet connectivity or the

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computer or the pc at home where they can continue that recruitment process so

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we have to adapt to you know making that uh candidate experience

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a hybrid experience so number one is uh anything that we can do and process

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online like virtually we have to do like for example um screening process has to

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be done over the phone or virtually um the one-on-one interviews with the hiring managers should be done online

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because the fact remains that we have to limit still the number of people coming in and then we um

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provide access to our candidates on site when they need to take the assessments

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especially the client specific assessments that needs uh a more quiet space because we know at home you know

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it's going to be noisy if you're going to take that language assessment there's just ambient noise that you cannot

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control animals uh you know that your pets that you might have at home

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may disrupt your your performance when you record your your your voice right

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so we need to make sure that our facilities are able to um accept candidates on site to take

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their assessments and provide that that you know quiet space and then um once they're there at least

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they the experience is just going to be quick it's it's in and out they don't have to wait long hours unlike before

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candidates i knew um sometimes they spend eight ten hours staying in the in the recruitment hub just to complete the

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entire process so imagine today is now different we have that advantage to process candidates um half of the time

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at home and half of the time um on site so that's on the sourcing front um one

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of the challenges as well uh when we are we have started going back on site is more candidates are now looking for work

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at home opportunities and and we all know that the bpo industry is complex it's not as simple

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as uh telemarketing or anything so the businesses are are quite complex some

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some clients cannot allow us to to work at home because of uh security data

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security and we all know that right um but some clients are very acceptable on that aspect like for example content

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moderation back-end work uh and some other simple um maybe retail

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uh industry so um so it's it will remain to be a hybrid setup um because we don't

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want to lose that that ability to also attract talent from different parts of the philippines right where you know it

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doesn't necessarily now require the company to set up shop in a far-flung

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place we can hire them and have them work remotely on the business side

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there are a lot of changes when we started transitioning employees on site we still have to ensure the safety

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of our workers and and that means we need to remain vigilant and and you know we're able to

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remind our employees to maintain safety protocols at all times so

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first is of course there's a requirement for us to present our vaccination cards

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um there's also a requirement for us to respond on the daily health survey so these are

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things that we need to put in place and and that's that's one of the things that we need to remind um our employees

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to continuously um you know follow protocol and

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you know over the last two years during the pandemic we've we've grown and transitioning to onsite

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maybe is a good thing and a bad thing a good thing because we we were able to grow despite the pandemic and the bad

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thing is you know when we when i asked some of uh my new team members to work on site i

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have to look for um to make sure that they have available workspaces so

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we then we you know the space is finite and you know they don't have workspaces when we hired them so that's one thing

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we need to make sure that they have the pc uh the badges you know we have to coordinate with our security team

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facilities and of course our it um so that's that because we've grown

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and we've never really they never really had the need to work uh on in office at

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that time when we hired them um it was a big change so it's sort of like uh like an onboarding and extended

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onboarding experience for them um and then the other thing is uh we have a

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robust or a very established process when we retrieve the devices so when we

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deployed the allorica pc or laptops to our employees during the first year of

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the pandemic now's the time to slowly retrieve them right so we we didn't require our employees to bring their

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pcs with them while commuting right so we have um our facilities team and security team um

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work on a process where we can safely retrieve the the devices and so that our employees can you know go back to work

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safely um so so that's the that's those are the challenges and some of the fun stuff

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that happened when we started going back on site that's very interesting

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um we actually have we have a really good question in the q

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a and um we're going to um answer it in around 10 minutes um that's actually our

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next topic it's very interesting um i want to see what what you think marvin

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because i know there's a little bit of a more controversial topic specifically in the philippines so i'm going to launch

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um that q a um specific question a very good question thank you for the person that that brought it up

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um anyway i've heard a lot of places talk about this where

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going back to the office is a challenge because they have grown so much during the pandemic that there really isn't any

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place anymore for all the people that are now collaborating and even the fact that you know a lot of

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people don't know each other a lot of team members have never actually seen each other face to face and

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um that's a that's a i think it's a universal experience for for vpo companies and it makes sense because

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that you have grown after the pandemic basically forced you into the digital um you know automated social

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media sourced um talent model because efficiency does drive growth so

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i think it's something that's both a positive and also a challenge as you said um but it's interesting to hear it

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because of it's you're not the first um leader that i've heard say that

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um so so we have the challenges that you have sort of encountered

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um and now let's go into into that uh question so the question is

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curious whether there was any attrition among the sourcing recruitment team when allorica started resuming on-site

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operations and how was it managed if any um i think this person is probably

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referring to a post-covered um trend to to put it uh to put a word to it which

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has been largely called the great resignation um the grand resignation for those of us

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who weren't familiar with this before is basically a movement where a lot of

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millennial and gen c uh workers have been quitting their jobs

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because of a few reasons um actually the delaware global 2022

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survey has surveyed a lot of young workers who have resigned from their jobs and they cite

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stress burnout um for for for the reasons for quitting

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um forty percent of gen zeros and twenty four percent of millennials report that

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they would leave their job within two years if they had you know the chance to do it many of the reasons were

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pay mental health and a lot of them reporting things like burnout another interesting thing is that in the

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linkedin 2022 global trends report three-fourths of employees who were

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surveyed prefer a hybrid or remote working situation with 63 percent of

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responders saying that work-life balance was their top criterium when it comes to choosing a

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company even above pay and benefits so um you know good work life balance uh

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learning and development opportunities are some of the biggest asks that um gen zers and millennials

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are are sort of asking their employers post pandemic they already got a taste

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of what it's like to be able to build your life around your you know your work schedule which is going to be a little

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more flexible or even just being able to stay at home and not have to face um

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traffic or or even just exposing yourself to to other people in the pandemic so i think this is a really

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good question in terms of of was there attrition in the

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philippines there have been different

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perspectives a recent study by sprout solutions reported that in 2021 voluntary

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attrition or you know resignation from their jobs across all industries increased by 176 percent in the

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philippines which is in theory a you know a local reflection of the

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you know global movement called the great resignation however some

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others you know some other um government agencies for example have disputed this claim and have said that it's actually

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nowhere near that much you know um so i'd love to know has it been that

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way for lorica has this transition um you know led to

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you know to be to more attrition or are people sort of demanding a hybrid how

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are you how are you dealing with employees um demanding hybrid um

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models if your clients are maybe saying no if you can go on site we need you to

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go inside how do you how do you strike that balance between employee and client demands

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right right so i i actually like this question and then the question i think is really more on

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uh sourcing and recruitment and that that

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question is actually okay so i i don't think anyone is spared from the the

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pandemic uh in terms of this situation uh i would say

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the people moving out of alorica within you know the sourcing recruitment team has

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several reasons and then they've some of them actually are still close i mean we still maintain um

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uh you know our connection right so we still have that but the reason i

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think is you know the numbers are just you know the numbers are just there but you can feel it even if it's just a one percent

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difference we felt it when people said sir um i'm too tired i want to rest for

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a while or sir i i would like to take a break i want to focus on my family first so

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those are situations that are i think common and we're not spared um but the thing is based on my experience

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um they left not only because of they wanted to rest uh in the philippines we

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cannot afford to you know not have a job right so they would move out to another opportunity

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which also has the same situation it will still be um there'd be a lot of work it's not going to be

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different you'll be working sometimes during graveyard shift so there's a lot of

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trade-off from from what i see it is simply because the pandemic has cost or

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it has become a catalyst for people to explore and then that's the truth

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and and the burnout is because some people or some of us

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forgot the distinction between work and life because we are at home we

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forgot hey you know my travel time is typically about 45 minutes to an hour when i go to work

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that one hour for me is something that you know i don't think of anything i don't i just uh you know

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travel but that one hour when i'm working at home becomes work

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so you kind of feel like your typical nine-hour day job becomes 10 or 12-hour

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day job and it's all a matter of perspective so if you're unable to control your time

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and that's because you are just uh when you know we're taking your coffee you turn on your

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laptop you started working it's a trap people typically open their emails and

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then they start working and it's not even their time to work so sometimes it's about discipline so our

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responsibility as leaders and i would suggest to all the leaders who are in this in this webinar is to ensure

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that you know we remind our team members to put some some barriers and and you know

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when is the right time to work and when's the right time to rest so for us as leaders also we

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have to discipline ourselves not to bother our team members on wee hours of the day because that will trigger them

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to open and turn on their pc because you know and that becomes that's a cause of people feeling um burned out

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um and yeah we we had that and during the first few months of the pandemic we didn't know what's gonna happen we

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didn't know what to do how long it's gonna be uh you know the lockdowns is gonna happen so

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um so we've we've had our fair share of attrition um

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even during the pandemic and even after you know people decided to to do onsite

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so here's the thing i did not um experience

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someone said or maybe i had one because she moved into the province

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you know they were working in the province they she said okay i just wanted to stay in the province with my family and then she decided to resign

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just simply because they're already in the province um so that's the only one i had um

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and i did not see a big wave and hopefully not that one would um i didn't see a big wave of people

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resigning because um we are going to work on site uh actually when the government mandated us

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to do uh to start going on site again so we had to prep our team two months

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before this even happened so um i know earlier this year we had the omicron scare right in the philippines

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and then after that uh people recovered and and then the government said that we have to go back

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on site so we had to prep our team members um you know there was team a and team b team a works on mondays to

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tuesdays and wednesdays on site so it's it's still uh it's still uh you know you glide to that you don't

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just say okay 100 cold turkey everyone goes on site it's a process it's a change management thing

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that you have to make um some team members requested to be working from home that's fine but it's a trade-off so

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there will be weeks they'll be on site there'll be days they slowly offside the thing is you have to to to give them um or make

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them realize that working on site is also a good thing you get to see team members like what you mentioned earlier

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you get to see team members and as a leader you make it a little bit more exciting you you huddle you um

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food sharing is still not allowed so it's still going to be packed launches so um meetings are going to be a little

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bit more exciting because you get to see them and you inform them that hey going on site

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isn't bad at all because she'll still have your moments of peace when you travel to work and then when you step

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out of the office and that's the time you can really set your mind that hey work is done i won't have to turn on my

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laptop when i get home and i it's the time is for me so those are the things you have to to explain to your team

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members so that they can sort of like uh adjust i myself too had to adjust when

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it was um when the when i went back to on-site it was uh i'd say it was a different

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feeling you know um it was a different uh feeling when you know seeing people

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uh but it was scary a little bit because you know you have to have your alcohol on hand and all those things

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um but eventually it becomes a norm again so you just really have to manage that change

28:55

that's that's great i love your change management um perspective

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um so it sounds like what you're saying is there's still a hybrid model um one

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of the secrets or important things that people should take into consideration when transitioning is remember it's a

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transition right make it gradual um ensure that it's you know you start

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with hybrid and as the need or even you know the possibility arises

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then um maybe some people will be moving to on-site um and that framing and communication is

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very important you have to make sure that you frame it into a positive light and i like what you said because

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i've been reading a lot about you know what what tactics are some companies um

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you know starting to use because you know some industries or some people are really

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actually experiencing really bad attrition when moving to on-site um or even just in general because maybe

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millennials and gen zeros are you know re-evaluating their choices of work of life and um

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it sounds like um a lot of companies are having some focus in supporting more um

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for example social social or climate causes including more mental health

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support when it comes to even when coming on site they have framed it as hey we

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need to go touch some grass together right like we need to see people we need to um

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experience the real world and digital only can also be detrimental for your mental health for your physical

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health are you standing up do you have the right setup at home um you know are you

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going outside and um so there's there's a lot of things that companies are doing like volunteering

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for example or including more communication when it comes to what that company is doing in terms of climate

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change social causes um all of those things so i'd love to know are you um

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maybe you know managing some of this change by

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you know attacking this this source of um causes and mental health that so many

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gen zeros and millennials are are worried about or that are preoccupied about

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yeah yes yes actually um if i may just share uh one of the

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things that we launched during the pandemic actually even before the pandemic it was already existing but

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we we knew it's becoming sort of a cause for anxiety when people are working at

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home um it's becoming a problem like for example during breaks

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in the the family issues or concerns or discussions is is interfering with their

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focus right so um we have what we call a lorica heart and it's a hotline for people who

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wanted to reach out to to professionals who can who they can talk to like to speak to a professional who can

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you know a psychiatrist or a a professional that can really help them

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manage their mental health uh well-being and it's not common for filipinos to

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have that to be honest um it is not something that um we're

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used to do and it's not something that um we only see it in movies

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um so so having this online and virtually um is is uh is a

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good it's a good thing for us and then during the first part of the you know when we relaunched it there's

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an optical usage we know even when which sites have the highest uh cause and and

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of course not all the time people are able to let's say of course it's based

32:49

on schedule and it's based on their availability but but yeah we have that

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kind of hotline that we still use today even after the elections people are you know anxious some of them are kind of

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distraught of of uh the results so it didn't it did not match their expectations so they kind of lost focus

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and and yeah we have this something that you know they can they can reach out to so i i cannot manage that because i

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myself also might may have uh those those uh experience um

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so we have professionals uh stand by to help them out i love that

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that's very nice um i can relate to almost all the things that you said

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including feeling disappointed with election results

33:39

but um i mean there's a lot going on in the world right i don't think it's a new

33:45

thing or a rare thing for us to feel anxious and i do feel like when you're stuck at

33:51

home and your work life the news the computer the

33:56

family issues everything is sort of colliding together i do feel like separation sometimes can

34:02

be really good and you know i personally prefer a hybrid um

34:08

model where you know if i have to stay at home because of the situation i can work at home but

34:14

i i do appreciate on site as well and i'm sure there's a lot of other people that

34:19

can relate to that just the fact that your brain um you know

34:25

understands that a certain space is for work and a certain space is for rest

34:30

and mixing that up can be uh detrimental to to your discipline to your habits

34:37

i'm one that for example when i'm at home and when i'm working from home i cannot stop snacking

34:43

and i know it sounds like a superfluous thing but

34:48

it's just one example that my brain doesn't really understand the separation between pleasure and work

34:54

and sometimes everything just becomes work because you know it's it's it's just a thing that happens to a lot of

35:01

people so i'm just curious um and this is something that max also brought up um there are a lot of people

35:08

who love working in the office and who are probably very tired of working from home or maybe you know they have small

35:14

children and it's very difficult to focus when the kids are at home because you know they're not going to school

35:21

or even it's just even if they just don't like it right so um

35:26

do you have marketing campaigns to recruit or source for the people that specifically

35:32

really want to go on site who are tired of remote who are tired of digital who want to go outside and see people and

35:39

you know be in an office and have a little bit of normalcy or like normal life back after months of just staying

35:46

at home and have you identified those people and do

35:52

you market do you have you know recruitment campaigns specifically directed for them when it comes to the

35:58

people that are on site um and are there any segments of the population which are more friendly to

36:04

on-site work how can we target them via advertising do you have any insights on that

36:10

um so based on experience the one thing that that we did right away was change

36:17

uh most of our ads um because work at home is now becoming more of an

36:22

incentive for agents that are performing because they don't need a lot of

36:29

supervision they can essentially be independent they are an expert in their

36:34

field so after they train on site um they are deployed uh work like a

36:41

given a chance to work at home right so all of our hiring today is really train

36:47

on site and then and then in select programs they would do work at home so we had to change our campaigns and our

36:53

job ads and i'm i'm actually about well initially i was scared that

37:00

it might you know lower my my leads or decrease my applications but it didn't

37:07

so which goes to show that people are um you know they understand the demands

37:13

of the industry um we still have a lot of people that are you know they accept

37:20

on-site work as real work because we're still a big chunk of our our labor market still is in the

37:27

traditional way of working you they want to do um to work on site however however

37:35

because of the pandemic most of the experienced ones the call center experience agents

37:41

um understand that and if they have proven that they can actually work at home

37:47

and those are the ones are a bit difficult to convince because they already have established their setup at

37:53

home they know they can do it so and the thing is there's also a big like a huge

37:59

um [Music] how should i say uh uptick on job openings that provide work from home um

38:06

set up and i would like to name a few but i wouldn't um but there's i'm sure the

38:12

people who are in this call can relate it's hard to compete with them because

38:18

uh off the bat they start work from home and and you know in in our case it's not

38:24

it's not the case right it's becoming more of an incentive for us which is good for the experienced candidates but

38:29

before they even go to work at home they have to spend like two months on training

38:34

so uh i guess there's still a big huge chunk of people who are wanting to work on site um but if you

38:41

want to be technical about it mila i would suggest um they would do like a

38:47

zip code analysis and then compare that to the network providers in those areas

38:52

so a zip code analysis typically looks at your employees um

38:58

who are able to work from home find out where in metro manila or provinces um

39:04

where they are located match it with your telco provider say for example

39:09

um globe is strong in this part con converges strong in this part the smart is strong in this part but this area

39:17

is somewhat spotty and that's the time you know you can actually look for um

39:23

candidates in that area and that's just being technical about it right so you want to put and target your

39:30

your social ads or your facebook ads in that particular area so you can do that

39:35

you can do geo targeting and whatnot but you know what because of the

39:40

improvements of the infrastructure in our telco providers um there's really

39:46

just a huge coverage now that has a better internet connection so

39:51

you know even as far as in locust north they're starting to install fiber connections so

39:58

and some provinces there really can you know be proud that they have strong internet speed comparable to metro

40:05

manila sometimes even faster so in davao's the same thing cebu definitely

40:10

so um things are changing and the challenge is for us to be able

40:16

to attract um and and deliver the message properly and

40:21

set expectations correctly let's not use job ads like work from home and then and

40:27

then when they apply you actually need them to train on site right so it's just going to create a bad candidate

40:33

experience so what we did was change everything change our ads and all of them are more more of on-site

40:42

and has that um been detrimental to your results no no no actually it didn't uh it didn't

40:49

change but actually the thing is it's now an option right like it's one of our

40:54

um we we asked and i worked with um with julian about it um to fix our you

41:02

know recruitment chatbot because we also have a web bot that's installed in our career page

41:08

um it's more of a qualifier like if if a candidate is looking for work from home they they channel to this campaign if a

41:14

candidate is looking for a amenable to work on site then then they go to this campaign so when we process them this

41:21

you know the expectations are already set right on the first you know canada experience yeah

41:28

and that goes to show like for companies that are you know they've already adapted it to

41:33

digital not just the companies but the candidates themselves you know they now have different expectations and so

41:40

do employees and that just goes to show that if you're going to recruit on social media you need automation you

41:45

need chat bots like you yes there is no way that you can do that manually

41:51

without a smart system that can help you segment those people um

41:56

and like every time i talk to leaders like you it just sort of cements more in my mind

42:02

and it's surprising to me that some companies still manage to do it manually

42:08

because it's just so much work it's so many people right i wonder and

42:14

i you know i'm curious like looking ahead

42:20

and seeing how these trends you know are

42:25

are becoming more and more not really a trend but like the normal thing you know expecting to be

42:31

um allowed to work from home or to have a hybrid um work mode if you are a performer of a certain of a certain um

42:38

caliber or even you know expecting it right off the bat of you're experienced

42:46

and recruiting on digital having a lot of volume coming from social media you know lots of leads that you really need

42:52

to filter um that you need to automatically be able to segment and prioritize you know

42:58

who you're going to call for certain accounts where do you see the industry going where do you think you know we're going

43:05

now that the pandemic is of course not over but you know there's like a new normal now

43:10

there really is you know we're just how we just have to adapt to the new life right and

43:16

i think it's never gonna go back to the way that it was what you said you know previously

43:21

um about calling people and you know setting up big events and i don't think that's

43:28

going to come back anytime soon but where do you see where do you see the bpo industry going in terms of sourcing

43:35

in terms of what tech they're going to use um in terms of candidate expectations and

43:42

experience and of course um the hybrid workforce where where do you see this going

43:48

yeah it's a really interesting question mila um so i i would answer it this way

43:55

before when we were hiring for call center agents we were just looking for

44:00

customer service and tech support and when you talk about tech support it's about internet service providers and all

44:07

that and that's how simple it is the bpo industry has become more complex

44:13

than that you know um we started seeing programs or clients requiring

44:20

sales experience upskilling and then they started asking for

44:26

um you know we started getting clients from the finance field and then and then now we have healthcare

44:33

and then now we have voice and then non-voice and then we have and i know for sure some of our

44:40

participants would relate our clients are looking for universal agents

44:45

and and it has become more complex than ever and now we have um

44:51

unicorn industries or companies in the retail and then food deliveries has increased

44:58

their requirements telco during the pandemic has increased a thousand fold so their requirements has

45:04

become more and more complex um i think the bpo will not stop in terms

45:12

of changing the the services that they provide um they the bpo is so flexible and

45:20

adaptive in a sense that if there is a new industry they are there they're the

45:26

it's either they're the trendsetters or or they're there like at the time that it becomes uh uh uh

45:33

even before before at the time it becomes a trend so for example content moderation is a new client we all know

45:40

that content moderation because it is increasing because of user generated content right

45:46

um so we have people who needs to monitor that and we have automation in a

45:52

in a sense where cars are now driving by itself so we have to have agents who can teach

46:00

the ai behind it so teach whether this is a road sign and this is a person or

46:05

this is a cat crossing the road so um there's just so many things that bpo

46:11

industry is servicing today and and in a recruitment sense

46:17

who are we supposed to hire or what's the guidance right um what's the

46:22

agent profile looking like and we cannot process that without the help of automation like for example um

46:31

as simple as asking an applicant uh several questions it's like ordering

46:36

food right uh if you're very sensitive you don't want some nuts you have to you have to

46:42

give the waiter instructions uh you know are there are there food here that's you know causing it's going to cost me

46:48

allergy um so when when a person asks the waiter uh

46:54

or when the waiter takes the order the waiter has to ask several questions it's very similar to how we ask

47:01

applicants hey are you um amenable to working graveyard shift uh do you have experience on on uh project management

47:09

do you have experience in the finance piece or are you amenable to working

47:14

um like a retention piece so there's just so many things now so you can't just ask that and expect all your

47:20

recruiters to process all of them with the right information so i think um when

47:25

we evolve the more we augment ourselves with the help of

47:31

automation and the bpo industry will continuously be present in all aspects the business

47:39

is changing there's just so many technology behind it um and i guess i can say we are in the

47:46

right business because this is sort of like your job security it won't die even there's a pandemic we actually have to

47:54

hire even more and i i can see there's a question here um have been hiring non-stop even during

48:01

the pandemic and that's true and how do we keep our teams engaged and experience work-life balance you know i

48:06

think i mentioned that earlier we have to be uh you know as a leader we have to remind them to

48:11

to stop whenever you know they they extend work but then you know going back to the topic

48:18

it's really vpo is this is uh it's like your open garage when you can park any type

48:24

of car inside it and you know that garage can take in that support so i guess that's the evolution and i've seen

48:32

it when i first joined the industry up to today i've seen it it has evolved

48:37

it's not a simple it's not a simple industry anymore it's more demanding more than ever

48:44

yeah anyway this was so interesting thank you marvin so much for all of these insights

48:50

i i'm so curious i could continue asking so many questions but

48:56

um i think you've really you know made it very clear that the vp on this industry

49:02

is very disrupted by not just global events like the pandemic but also by technology by social media by so many

49:09

different things it's a complex industry so i'm really happy that you joined recruitment hackers where we try to you

49:16

know gather the latest trends and share some insight with our fellow um hr and

49:22

recruitment professionals so thank you so so much marvin for for your time and over to blanche who's

49:28

going to um continue with the session thank you thank you thank you mila and marvin for

49:34

that very insightful discussion yes where the times are evolving and the need for companies to evolve with the

49:41

times is crucial and that is why we talk which is really devoted a lot of

49:46

our efforts in evolving and coming up with new technology that could

49:51

go with the demands and really um capture everything and engage with all

49:57

of your candidates at the same time so with that since we started talking about technology i

50:03

wanted to invite one of our customer success managers at talk bush who has been working with some of our biggest

50:08

bpo clients to show you how we've been partnering with a lorica and how we use our messaging chatbots and attack to

50:16

help companies hire faster and more efficiently than ever before so carla are you there

50:23

yes hi blanc thank you um hi everyone hello

50:29

can you hear me yes yes okay gate so thank you so much for that

50:34

blanche and um hi everyone as mentioned my name is carla and i am one of the

50:39

customer success managers here in tokposh and first of all i would like to thank you for joining

50:45

our webinar today and hope you are able to um to relate to what mila and marvin

50:52

discussed about returning to office since a lot of companies right now are requesting their employees to return

50:58

back to office for work uh but regardless if you are working from home or working on site talkposh is a tool

51:05

that you can still use and something that you can still maximize in processing the leads that

51:11

you guys have so today i will be sharing you uh i will be sharing a little bit about uh

51:19

what top push is and how we currently help our clients by

51:25

automating the recruitment process so let me share my screen um

51:34

for lunch can you share your screen again with the demo slide please

51:41

oh i can do that okay there

51:46

so as i have mentioned i will be sharing with you guys what takes is and what we do and how we help our clients currently

51:53

so to um a brief introduction of what push is it is a recruitment automation platform that

51:59

focuses on high quality treatment um which is why a majority of our clients are in the bpo industry in retail and

52:07

even logistics um and you might be familiar with some of the logos that i'm currently showing you

52:13

guys but uh and are coming from different industries actually but they have

52:20

three things in common one is that they are getting a lot of leads on a daily basis second is they promote a gate and

52:28

a better candidate experience so they would always want that clients or not the clients their

52:34

applicants are having a great time in applying or it's easier faster as well

52:40

um in terms of application and the last as i have mentioned earlier we are focusing on high volume recruitment so

52:46

these companies that i'm showing you this logos that i'm showing you guys right now are um companies that are

52:53

hiring in bulk or in volume so they can actually hire a minimum of 80 to 100 a

52:58

month and it can go up to five kilos then so um

53:03

and this clients this geos or this logo sarah or they're using different

53:08

sourcing channels to to complete all of their hiring requisitions and they are using

53:15

different social media channels um not just social media different person channels to get those leads but we have

53:22

discovered as also mentioned by mila earlier we are getting

53:27

a large talent post from social media and i'm showing you guys right now like how many people how many users do we

53:34

have currently for those different social medias compared to linkedin indeed and other job boards that we are

53:41

using before and that's it so um right now i will be

53:47

showing you how are we processing the inside talk push or what the crm tool looks like

53:55

so what i'm showing you guys right now would be the crm the top push tool and

54:00

we are under the lead stab which is where you'll be spending most of your time with if you're a recruiter who is using talk push so we have the different

54:07

campaigns we have the list of campaigns that you guys have inside blogpost and the different folders as well so these

54:13

folders we can create customized folders that can mirror your recruitment process so this is where

54:19

you're going to find all of your candidates the conversation that you had with them and basically everything or

54:25

all of the information that you were able to gather during their application process so we have their candidates id

54:30

their mobile number email address their application details we are also

54:36

gathering data points or attributes that are important for their application and

54:42

you should be able to find here as well the questions and responses to um

54:47

questions or the pre-screening questions that we have set up inside your campaign so everything about the candidates you

54:53

can find it under the leads tab and since i have mentioned free screening questions i'll show you guys right now

54:58

how are you able to set up those questions inside your campaigns so you basically have to go to the campaign

55:05

settings and this is where you can um customize or optimize the different

55:11

questions that you would like to ask the candidates so most of the time we are suggesting or we are recommending that

55:17

people knock out questions make or break questions uh here so that you can really filter out or we

55:24

can help you talkers can help you filter out those qualified leads from the not qualified ones so we have

55:31

different question types that you can use so you can ask them to share with you a number

55:38

uh an audio response a video response you can even ask them to upload the file or they can choose from the different

55:45

options that you're going to perform so basically that's how you're going to set up your questions so as i i also

55:52

mentioned earlier about um automating or helping our clients filter the qualified leads

55:59

and this is where you can actually find it so we have a feature called autoflower and we automate specific

56:05

processes inside the course so whether it's moving candidates from one folder to another sending them a message or

56:11

putting a label on their profiles in top push that's something that we can do inside autoflow and i'm just going to

56:17

show you quickly how you can set up one so for example you would like to um

56:23

transfer a candidate automatically from one folder to another so for example you have already

56:30

completed all the stuff expensive so you basically just have to appoint the folder where are they coming from

56:36

and then you're going to set up the trigger so if their bpo experience

56:42

is um let's say zero to six months

56:51

there we want all of those candidates to be transferred or moved to shortlisted

56:58

so you can even toggle on the send message template if you would like them to receive the templates that we have

57:04

set up inside your company and there you go so if you have already set this up or if this is turned on

57:10

all of the candidates who will answer zero to six months on their question related to video experience they will

57:16

automatically be moved to short listed so other actions that we have here just to show you guys would be to assign

57:23

labels and even send them messages from two different sourcing for each

57:29

different computers so that's it for the campaign settings

57:36

and autoflow um i think i'm just going to show you a little bit about

57:42

our analytics so um we have our own analytics dashboard that

57:47

will help you and the team keep track of the needs that you are getting the productivity

57:53

of your computers as well inside blogpost so we have different tabs we have different graphs and filters that

57:59

you can maximize or use to get the data or to get the numbers that you are

58:04

trying to find basically so we are showing the demographics um we are also going to

58:11

show you the different metrics or data based on sourcing channels that you have

58:16

connected inside talk posh and if you want to know more about um the productivity of your recruiters

58:23

like how many leads were they able to process how many um how many movements

58:29

did they do or activities they did inside dog push that is something that you can find

58:37

and we are also we have data or like analytics that are based on campaigns or

58:43

focusing on campaigns um communications and even the candidate experience so

58:49

those are the different analytics tabs that you guys can uh use or maximize and talk to us and if

58:55

you would like to know more you guys can book a demo with us so for you to be able to book a demo

59:03

let me just show you here you can just scan the qreco that we have

59:09

here if you would like to book a demo with us if you would like to know more about uh the different features that we have inside stopwatch

59:16

and there you have it um thank you so much

59:21

okay thank you carla for that wonderful demo um as carla just mentioned i'll share my

59:27

screen again if you would like to see more so what what you see what you saw was pretty much just the tip of the

59:32

iceberg we have several features that could cater to different recruitment processes talk push isn't a

59:39

one-size-fits-all solution and it's designed to complement your current processes so we'd like to give you a

59:44

customized demo based on your curriculums so scan the qr code or shoot me a message shoot me an email

59:52

and with that we are at the very top of the hour thank you again for joining us at this wonderful community the future

59:59

of the workplace workplace is constantly evolving so thank you for joining us topwish is here to help companies adapt

1:00:06

as fast and efficiently as possible so again i'm blanche and this is

1:00:11

recruitment hackers and thank you so much for joining us and see you at our next event bye everyone and thank you

1:00:18

for joining us bye

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