0:01
so we're seeing a bunch of people log in if you just joined we have a comment
0:06
section at the right side of your screen so please type um your name where you're
0:12
from what company you're from and we also have a q a button so feel free to ask questions anytime
0:19
let's give the others uh two minutes two more minutes to log in and then we could start but welcome to the latest
0:26
installment of the recruitment hackers webinar series we're very excited to have
0:31
you over here and we are excited to share um our insights for this afternoon so
0:37
let's give everyone a couple more minutes to log in if you just joined again feel free to
0:44
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
0:51
relatively small so chances are you might know each other like work with each other in the past so
0:59
say hi and i'm seeing i'm actually seeing a couple of familiar names and
1:05
new names which makes us very excited too and as usual this community is
1:10
mostly attended by people from various parts of apac and we're very happy to gather everyone from pa leaders to
1:17
professionals um in this community where we talk about the latest trends in recruitment in the
1:23
high volume space so let's give everyone um one more minute and then we could start but if you just logged in
1:30
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
1:36
company and again we also have a q a button so if you have any questions if you would
1:41
like to ask our panelists any questions during the event feel free to do so and
1:46
we'll make sure to allow time to answer your questions so it's two minutes in let's start
1:53
i'm going to share my screen and welcome again to the latest
1:59
installment of the recruitment hackers webinar series for this session in particular we will be talking about how
2:06
the future is shaping the future of work is shaping after the past two years of
2:11
having to work from home and with coverage restrictions easing a lot of bpo companies are now slowly
2:18
working on site and transitioning to a more hybrid sort of setup and we had a number of our clients tell us about how
2:25
challenging it is to remodel their current processes from a virtual one to a fully on-site hybrid
2:31
sort of dynamic so of course we've invited mr marvin luon of elorica hi
2:37
marvin how are you today hi blanche i'm good thank you for asking
2:43
i'm glad to be here thank you for inviting me once again uh to be part of your
2:48
recruitment hackers uh live webinar it's sir honor marvin and i'm sure our
2:53
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
2:59
working at the lorca show him some love in the chat or in the chat button and so
3:05
quick background about marvin he is the current director of strategic sourcing and recruitment marketing at allowing
3:11
the philippines so he's here to talk about how they're adapting to the new work dynamic and of course as you all
3:18
know lorca is one of the biggest bto companies in the philippines not only in the philippines actually but in the
3:23
world so we're definitely in for an insightful discussion this evening and also joining him as the moderator of
3:30
this panel is our very own milan navarro she's our social media strategist who has been working with some of our
3:36
biggest bpl clients so hi mila and i'll let you take over hi everyone thank you so much for
3:42
attending this very interesting chat i am certainly very curious about this topic
3:47
because i mean during the last i would say three years because you know uh before the pandemic things
3:54
were a specific way during the pandemic we had to quickly switch to a completely
3:59
way a completely new way of working and then again we are now having to switch once more so so many changes
4:07
um for the bpo industry um so i'm just really curious to ask martin
4:12
a few questions and before we start specifically on you know pulse pandemic
4:18
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
4:25
um can you tell us a little bit about how hiring used to work let's say seven
4:31
to ten years ago um how how did you use to source and recruit for talent
4:38
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
4:46
um maybe five or maybe 10 years ago because i've been in the industry for quite some
4:51
time about 17 years ago i started uh joining the bpo um as a
4:59
actually as a recruitment phone screener um way back we typically have a huge um
5:06
number of applicants being processed through job fairs so these are you know these are face-to-face
5:12
interactions physical job fairs that happens um here and there uh we used to
5:18
you know travel a lot across the philippines to look for you know the top talents uh to the different provinces in
5:26
the philippines um so i was part of of that and i was actually also um a relocation
5:33
coordinator so you can see there's just so much dynamics when you're trying to attract the top talent across the
5:40
country um so job fair really is our main source uh
5:45
where we get our talents from then second to that would be employee referrals so employee referrals also you
5:52
know managing the the network of our employees you you try to to maximize
5:58
that that resource um but how they they source is also
6:03
through interactions like if they go through like their annual school alumni uh interactions so
6:10
they get to meet their friends and refer to the company they work for um and and that was free pandemic and
6:17
it's you know online at that time is really sort of say um non-existent
6:23
um especially the recruitment chat but it's not an existent uh the all of the
6:29
all of the social media probably at that time and sorry it might you know reveal my age
6:35
friendster was our social media back then i don't think friendster is existing anymore
6:42
um but we don't use them as our sourcing channel so um a lot has changed um so when we
6:48
approached uh 2016 17 18 that's when the time the ai started appearing
6:55
um you know machine learning we've been hearing about data we've been hearing
7:00
about um the the advent of of automation and and that's when
7:07
and that's when uh you know we we realized that social media is becoming a thing
7:13
and now um and i know for sure some of the people who are in this in this uh
7:18
webinar can can relate to me um at that time twitter was actually
7:24
leading and then came facebook when facebook came it was like a spike and and during as we
7:31
entered the first year of the pandemic um we saw that there's a huge uptick in
7:38
applications from online and now online is becoming our main resource or
7:43
sourcing channel when we look for applicants i think we were fortunate enough because
7:49
of the large employee base of allorica employee referral increased its
7:55
[Music] relevance so when we talk about employee referral the share of higher we used to
8:01
get around 40 of our hires from referrals during the pandemic it went as
8:06
high as 70 and people are you know able to market the
8:13
company through online and that's where they get the referrals where else because we couldn't
8:18
go outside um and then the job fair that i talked about earlier was zero it went from from
8:26
60 to zero percent during the pandemic and that's a that's a huge switch we
8:32
couldn't let go of job fairs back then because it was really our main sourcing channel but then when the pandemic
8:39
happened who knew we would actually survive using online and employee referrals so that's that's where we are
8:44
now that's interesting that's a big change
8:50
i've read some figures that have said that if the pandemic hasn't happened it might have
8:55
been another 20 years before we actually transitioned into you know such a
9:01
digital you know um augmented chatbot ai
9:06
rpa and and even automation augmented process so it's interesting what happened was
9:12
interesting now i'm i'm very interested in so you realized
9:18
that there's a huge you know talent pool in the digital world waiting for you to
9:24
advertise for your jobs to find them to give them you know a good candidate experience so that they can apply um and
9:30
you've been using talk push for a while you've been automating your process you know delighting your candidates with
9:36
with an excellent process and that pretty much allowed you to surf
9:41
the waves of the pandemic successfully but now you know we're coming into almost half
9:48
of 2022 people are already sort of you know becoming a little more comfortable with
9:54
the situation and a lot of companies are now transitioning back to
9:59
an onsite work model and i know that this comes with
10:05
a lot of challenges probably because things worked during the pandemic right um so i'd like
10:13
to know how allurica is doing this transition in two main fronts
10:19
first one in the front of sourcing you know you are already seeing a lot of success with digital sourcing you
10:26
realize that you don't necessarily need to have an expensive job fair or you know set up a shop in a supermarket to
10:33
gather candidates you already have social media and um and you already have referrals so
10:39
that transition for sourcing and also um you know of course your employees how
10:44
how are you transitioning them from a remote to an on-site or is it hybrid um
10:50
please shed some light on this it's very interesting okay okay so let's start first off with
10:56
sourcing and attracting talent um definitely we've we've adjusted um most
11:03
of our process a recruitment process online um the thing is when when when we
11:10
started transitioning to on-site uh we also have to take into consideration or or keep in mind that we are still in the
11:16
pandemic we're not in any way out of the the woods yet right so anything can
11:22
happen like the new variants are coming in uh we still have to maintain that that
11:28
mindful um you know actions when we all converge into on-site but we do process
11:34
candidates today on site because um we also need to understand that in the philippines
11:40
there are still applicants who still don't have that that you know internet connectivity or the
11:47
computer or the pc at home where they can continue that recruitment process so
11:53
we have to adapt to you know making that uh candidate experience
11:59
a hybrid experience so number one is uh anything that we can do and process
12:05
online like virtually we have to do like for example um screening process has to
12:10
be done over the phone or virtually um the one-on-one interviews with the hiring managers should be done online
12:17
because the fact remains that we have to limit still the number of people coming in and then we um
12:24
provide access to our candidates on site when they need to take the assessments
12:30
especially the client specific assessments that needs uh a more quiet space because we know at home you know
12:37
it's going to be noisy if you're going to take that language assessment there's just ambient noise that you cannot
12:42
control animals uh you know that your pets that you might have at home
12:48
may disrupt your your performance when you record your your your voice right
12:54
so we need to make sure that our facilities are able to um accept candidates on site to take
13:02
their assessments and provide that that you know quiet space and then um once they're there at least
13:08
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
13:15
candidates i knew um sometimes they spend eight ten hours staying in the in the recruitment hub just to complete the
13:22
entire process so imagine today is now different we have that advantage to process candidates um half of the time
13:30
at home and half of the time um on site so that's on the sourcing front um one
13:36
of the challenges as well uh when we are we have started going back on site is more candidates are now looking for work
13:43
at home opportunities and and we all know that the bpo industry is complex it's not as simple
13:50
as uh telemarketing or anything so the businesses are are quite complex some
13:55
some clients cannot allow us to to work at home because of uh security data
14:00
security and we all know that right um but some clients are very acceptable on that aspect like for example content
14:07
moderation back-end work uh and some other simple um maybe retail
14:13
uh industry so um so it's it will remain to be a hybrid setup um because we don't
14:20
want to lose that that ability to also attract talent from different parts of the philippines right where you know it
14:27
doesn't necessarily now require the company to set up shop in a far-flung
14:32
place we can hire them and have them work remotely on the business side
14:40
there are a lot of changes when we started transitioning employees on site we still have to ensure the safety
14:47
of our workers and and that means we need to remain vigilant and and you know we're able to
14:55
remind our employees to maintain safety protocols at all times so
15:00
first is of course there's a requirement for us to present our vaccination cards
15:06
um there's also a requirement for us to respond on the daily health survey so these are
15:13
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
15:19
to continuously um you know follow protocol and
15:24
you know over the last two years during the pandemic we've we've grown and transitioning to onsite
15:31
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
15:37
thing is you know when we when i asked some of uh my new team members to work on site i
15:42
have to look for um to make sure that they have available workspaces so
15:48
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
15:55
we need to make sure that they have the pc uh the badges you know we have to coordinate with our security team
16:01
facilities and of course our it um so that's that because we've grown
16:07
and we've never really they never really had the need to work uh on in office at
16:13
that time when we hired them um it was a big change so it's sort of like uh like an onboarding and extended
16:19
onboarding experience for them um and then the other thing is uh we have a
16:24
robust or a very established process when we retrieve the devices so when we
16:30
deployed the allorica pc or laptops to our employees during the first year of
16:35
the pandemic now's the time to slowly retrieve them right so we we didn't require our employees to bring their
16:43
pcs with them while commuting right so we have um our facilities team and security team um
16:49
work on a process where we can safely retrieve the the devices and so that our employees can you know go back to work
16:57
safely um so so that's the that's those are the challenges and some of the fun stuff
17:03
that happened when we started going back on site that's very interesting
17:08
um we actually have we have a really good question in the q
17:13
a and um we're going to um answer it in around 10 minutes um that's actually our
17:20
next topic it's very interesting um i want to see what what you think marvin
17:25
because i know there's a little bit of a more controversial topic specifically in the philippines so i'm going to launch
17:31
um that q a um specific question a very good question thank you for the person that that brought it up
17:38
um anyway i've heard a lot of places talk about this where
17:44
going back to the office is a challenge because they have grown so much during the pandemic that there really isn't any
17:50
place anymore for all the people that are now collaborating and even the fact that you know a lot of
17:55
people don't know each other a lot of team members have never actually seen each other face to face and
18:01
um that's a that's a i think it's a universal experience for for vpo companies and it makes sense because
18:09
that you have grown after the pandemic basically forced you into the digital um you know automated social
18:16
media sourced um talent model because efficiency does drive growth so
18:23
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
18:29
because of it's you're not the first um leader that i've heard say that
18:34
um so so we have the challenges that you have sort of encountered
18:39
um and now let's go into into that uh question so the question is
18:46
curious whether there was any attrition among the sourcing recruitment team when allorica started resuming on-site
18:52
operations and how was it managed if any um i think this person is probably
18:58
referring to a post-covered um trend to to put it uh to put a word to it which
19:04
has been largely called the great resignation um the grand resignation for those of us
19:11
who weren't familiar with this before is basically a movement where a lot of
19:17
millennial and gen c uh workers have been quitting their jobs
19:23
because of a few reasons um actually the delaware global 2022
19:28
survey has surveyed a lot of young workers who have resigned from their jobs and they cite
19:35
stress burnout um for for for the reasons for quitting
19:41
um forty percent of gen zeros and twenty four percent of millennials report that
19:46
they would leave their job within two years if they had you know the chance to do it many of the reasons were
19:53
pay mental health and a lot of them reporting things like burnout another interesting thing is that in the
20:02
linkedin 2022 global trends report three-fourths of employees who were
20:08
surveyed prefer a hybrid or remote working situation with 63 percent of
20:14
responders saying that work-life balance was their top criterium when it comes to choosing a
20:20
company even above pay and benefits so um you know good work life balance uh
20:28
learning and development opportunities are some of the biggest asks that um gen zers and millennials
20:36
are are sort of asking their employers post pandemic they already got a taste
20:42
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
20:48
more flexible or even just being able to stay at home and not have to face um
20:53
traffic or or even just exposing yourself to to other people in the pandemic so i think this is a really
21:00
good question in terms of of was there attrition in the
21:06
philippines there have been different
21:11
perspectives a recent study by sprout solutions reported that in 2021 voluntary
21:18
attrition or you know resignation from their jobs across all industries increased by 176 percent in the
21:25
philippines which is in theory a you know a local reflection of the
21:31
you know global movement called the great resignation however some
21:37
others you know some other um government agencies for example have disputed this claim and have said that it's actually
21:43
nowhere near that much you know um so i'd love to know has it been that
21:48
way for lorica has this transition um you know led to
21:55
you know to be to more attrition or are people sort of demanding a hybrid how
22:01
are you how are you dealing with employees um demanding hybrid um
22:06
models if your clients are maybe saying no if you can go on site we need you to
22:11
go inside how do you how do you strike that balance between employee and client demands
22:17
right right so i i actually like this question and then the question i think is really more on
22:23
uh sourcing and recruitment and that that
22:29
question is actually okay so i i don't think anyone is spared from the the
22:35
pandemic uh in terms of this situation uh i would say
22:41
the people moving out of alorica within you know the sourcing recruitment team has
22:47
several reasons and then they've some of them actually are still close i mean we still maintain um
22:54
uh you know our connection right so we still have that but the reason i
23:00
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
23:07
difference we felt it when people said sir um i'm too tired i want to rest for
23:14
a while or sir i i would like to take a break i want to focus on my family first so
23:22
those are situations that are i think common and we're not spared um but the thing is based on my experience
23:29
um they left not only because of they wanted to rest uh in the philippines we
23:36
cannot afford to you know not have a job right so they would move out to another opportunity
23:44
which also has the same situation it will still be um there'd be a lot of work it's not going to be
23:51
different you'll be working sometimes during graveyard shift so there's a lot of
23:56
trade-off from from what i see it is simply because the pandemic has cost or
24:01
it has become a catalyst for people to explore and then that's the truth
24:07
and and the burnout is because some people or some of us
24:14
forgot the distinction between work and life because we are at home we
24:19
forgot hey you know my travel time is typically about 45 minutes to an hour when i go to work
24:26
that one hour for me is something that you know i don't think of anything i don't i just uh you know
24:32
travel but that one hour when i'm working at home becomes work
24:38
so you kind of feel like your typical nine-hour day job becomes 10 or 12-hour
24:43
day job and it's all a matter of perspective so if you're unable to control your time
24:50
and that's because you are just uh when you know we're taking your coffee you turn on your
24:56
laptop you started working it's a trap people typically open their emails and
25:01
then they start working and it's not even their time to work so sometimes it's about discipline so our
25:07
responsibility as leaders and i would suggest to all the leaders who are in this in this webinar is to ensure
25:14
that you know we remind our team members to put some some barriers and and you know
25:21
when is the right time to work and when's the right time to rest so for us as leaders also we
25:27
have to discipline ourselves not to bother our team members on wee hours of the day because that will trigger them
25:35
to open and turn on their pc because you know and that becomes that's a cause of people feeling um burned out
25:43
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
25:49
didn't know what to do how long it's gonna be uh you know the lockdowns is gonna happen so
25:54
um so we've we've had our fair share of attrition um
26:00
even during the pandemic and even after you know people decided to to do onsite
26:05
so here's the thing i did not um experience
26:10
someone said or maybe i had one because she moved into the province
26:17
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
26:23
just simply because they're already in the province um so that's the only one i had um
26:29
and i did not see a big wave and hopefully not that one would um i didn't see a big wave of people
26:36
resigning because um we are going to work on site uh actually when the government mandated us
26:43
to do uh to start going on site again so we had to prep our team two months
26:48
before this even happened so um i know earlier this year we had the omicron scare right in the philippines
26:56
and then after that uh people recovered and and then the government said that we have to go back
27:02
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
27:09
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
27:15
just say okay 100 cold turkey everyone goes on site it's a process it's a change management thing
27:22
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
27:30
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
27:37
them realize that working on site is also a good thing you get to see team members like what you mentioned earlier
27:43
you get to see team members and as a leader you make it a little bit more exciting you you huddle you um
27:49
food sharing is still not allowed so it's still going to be packed launches so um meetings are going to be a little
27:56
bit more exciting because you get to see them and you inform them that hey going on site
28:02
isn't bad at all because she'll still have your moments of peace when you travel to work and then when you step
28:08
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
28:15
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
28:21
members so that they can sort of like uh adjust i myself too had to adjust when
28:27
it was um when the when i went back to on-site it was uh i'd say it was a different
28:33
feeling you know um it was a different uh feeling when you know seeing people
28:40
uh but it was scary a little bit because you know you have to have your alcohol on hand and all those things
28:46
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
29:00
um so it sounds like what you're saying is there's still a hybrid model um one
29:05
of the secrets or important things that people should take into consideration when transitioning is remember it's a
29:12
transition right make it gradual um ensure that it's you know you start
29:18
with hybrid and as the need or even you know the possibility arises
29:23
then um maybe some people will be moving to on-site um and that framing and communication is
29:30
very important you have to make sure that you frame it into a positive light and i like what you said because
29:36
i've been reading a lot about you know what what tactics are some companies um
29:42
you know starting to use because you know some industries or some people are really
29:48
actually experiencing really bad attrition when moving to on-site um or even just in general because maybe
29:55
millennials and gen zeros are you know re-evaluating their choices of work of life and um
30:03
it sounds like um a lot of companies are having some focus in supporting more um
30:11
for example social social or climate causes including more mental health
30:17
support when it comes to even when coming on site they have framed it as hey we
30:23
need to go touch some grass together right like we need to see people we need to um
30:29
experience the real world and digital only can also be detrimental for your mental health for your physical
30:35
health are you standing up do you have the right setup at home um you know are you
30:41
going outside and um so there's there's a lot of things that companies are doing like volunteering
30:48
for example or including more communication when it comes to what that company is doing in terms of climate
30:54
change social causes um all of those things so i'd love to know are you um
31:00
maybe you know managing some of this change by
31:05
you know attacking this this source of um causes and mental health that so many
31:12
gen zeros and millennials are are worried about or that are preoccupied about
31:17
yeah yes yes actually um if i may just share uh one of the
31:23
things that we launched during the pandemic actually even before the pandemic it was already existing but
31:30
we we knew it's becoming sort of a cause for anxiety when people are working at
31:35
home um it's becoming a problem like for example during breaks
31:41
in the the family issues or concerns or discussions is is interfering with their
31:47
focus right so um we have what we call a lorica heart and it's a hotline for people who
31:54
wanted to reach out to to professionals who can who they can talk to like to speak to a professional who can
32:01
you know a psychiatrist or a a professional that can really help them
32:06
manage their mental health uh well-being and it's not common for filipinos to
32:12
have that to be honest um it is not something that um we're
32:18
used to do and it's not something that um we only see it in movies
32:23
um so so having this online and virtually um is is uh is a
32:30
good it's a good thing for us and then during the first part of the you know when we relaunched it there's
32:37
an optical usage we know even when which sites have the highest uh cause and and
32:44
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
32:54
kind of hotline that we still use today even after the elections people are you know anxious some of them are kind of
33:00
distraught of of uh the results so it didn't it did not match their expectations so they kind of lost focus
33:08
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
33:15
myself also might may have uh those those uh experience um
33:21
so we have professionals uh stand by to help them out i love that
33:27
that's very nice um i can relate to almost all the things that you said
33:34
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
