talent BPO case study: global tech company drives cost savings, efficiency and compliance while elevating user experience.
An enterprise-wide talent business process outsourcing (BPO) program helps reduce hiring time by 27% and achieves 97% candidate satisfaction
client
a multinational technology companychallenge
The company sought to streamline its recruitment process by minimizing manual tasks to enhance efficiency and elevate the overall candidate experience.solution
Through the implementation of a scalable and flexible talent business process outsourcing (BPO) solution, the organization enhanced agility, efficiency and global acceleration in its hiring program, along with an improved candidate experience.key results
The organization successfully elevated the hiring experience, driving efficiency and compliance by reducing interview scheduling times. It has not only overachieved diversity, equity, and inclusion (DEI) goals beyond its internal targets, but also reduced hiring time by an impressive 27%.
searching for a more effective talent acquisition process
A leading global technology company operating in the digital sphere encountered several challenges in its recruitment operations. A heavy reliance on manual work and a subsequent need for rework resulted in inefficiencies and increased resource allocation. Ambiguities in the candidate qualification process also caused difficulties in consistently identifying suitable candidates, leading to delays and uncertainties in the hiring process. The overall candidate experience was suboptimal, with prolonged processes, lack of feedback, and unclear communication affecting the organization.
To address these issues, the goals set by the multinational technology company were twofold. First, it needed to establish a more scalable and agile recruitment operations program while enhancing the overall candidate experience. This meant reducing manual work, streamlining processes and improving the quality of interactions between candidates and the company.
Second, it sought to increase the output and bandwidth of its internal recruiting resources by implementing an automated pre-screening system to efficiently filter candidates based on minimum qualifications. These goals would help boost recruitment efficiency, reduce costs, and attract and retain top talent while also accommodating a growing workload.
global BPO addresses process, cost and talent experience
A global recruiting and sourcing partnership with Randstad Sourceright was initiated to accelerate the hiring process across various markets. This partnership enabled end-to-end recruitment process support under an outsourced talent business process outsourcing (BPO) model, encompassing North America, Latin America, Asia Pacific, and Europe.
The complexity of the client's existing interview and selection process left room for miscommunication, data inaccuracies and occasional system disruptions. To address these issues, the Talent BPO became deeply integrated into the client's hiring ecosystem, focusing on streamlining and enhancing the process using proven best practices.
Collaborative efforts were centered around three key factors: urgency, talent experience and quality. These included communication guidelines and standard operating procedures (SOPs) for addressing miscommunication, rigorous training and quality management for data accuracy, and contingency plans to address business continuity challenges.
The Talent BPO team also implemented various scalability measures, including global team flexibility, an agile scheduling and screening SWAT team, predictive hiring intelligence, proactive talent pipelining and resource scalability to adapt to surges in demand. Global business services hubs are leveraged to provide around-the-clock support, process resilience and scalability. An example of success was the rapid scaling of a key business line.
Strategies to reduce interview scheduling times and improve the scheduling process include the implementation of candidate feedback mechanisms, process analysis and technology adoption. A global quality assurance program was implemented to ensure accuracy and quality in work product, and continuous improvement initiatives are carried out to enhance efficiency and consistency.
Time and motion studies were conducted to identify time-consuming and potentially redundant tasks, leading to a presentation of a business case for workflow modifications and technology utilization. Collaboration with the client also included exploring opportunities for robotic process automation (RPA) in specific areas and participating in user acceptance testing (UAT) for system enhancements.
This led to improvements including a tool that helps move support tickets from one system to another and using a central calendar for scheduling. A real-time chat function to support the candidate and employee experience is currently in the rollout phase.
A Kaizen session significantly improved tools and processes after the company transitioned to Salesforce, and another critical area of improvement was the implementation of a global quality assurance program, overseen by a team of Lean Six Sigma Black Belts. Their work focused on enhancing people, processes and technology to ensure accuracy, quality and improvements in efficiency, consistency, scalability and speed.
elevating the experience while driving efficiency and compliance
Since implementing the Talent BPO, the tech leader has successfully reduced interview scheduling times across various request types, achieving substantial reductions regionally. In the Americas, there has been an approximate 1-minute reduction in scheduling times since 2020, while in the APAC region, the reduction averages around 7 minutes. In EMEA, the company has realized an impressive 11-minute average reduction. These improvements are a result of in-depth analysis of the scheduling process and providing direct feedback.
As a result of Talent BPO support and outside expertise, the company not only overachieved on its workforce diversity, equity, and inclusion (DEI) hiring goals, but also reduced hiring time by an impressive 27%. Other key results include:
- reducing interview cycle time from 55 days to 12 days
- effectively managing resolutions for more than 40,000 employees queries in 2022
- 97% candidate satisfaction, with candidate experience scores that are the highest in company history
- productivity outcomes more than 187% over target — a level never achieved before
- expanding scheduling with 0 errors and escalations globally while adding 350 headcount