TaskUs leans on automation to drive hiring ramp-ups while delighting candidates
Company Size
1,000+
Region
- Asia
Country
- Philippines
Product
- Talkpush
- Workday
- TUVA
Tech Stack
- Chatbots
- HRIS Integration
- Real-time Data Sync
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Digital Expertise
- Productivity Improvements
Technology Category
- Analytics & Modeling - Predictive Analytics
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Professional Service
- Software
Applicable Functions
- Business Operation
- Human Resources
Use Cases
- Chatbots
- Predictive Replenishment
- Remote Collaboration
Services
- Software Design & Engineering Services
- System Integration
- Training
About The Customer
TaskUs is a digital outsourcer that has experienced exponential growth, expanding its workforce by thousands of staff members. The company is known for its high standards in candidate experience and operates in various regions, including the Philippines. TaskUs specializes in providing customer support and back-office services to some of the world's most innovative companies. As the company grew, it faced increasing demands for hiring while maintaining its high standards of candidate experience. TaskUs needed to streamline its recruitment processes to keep up with the growing number of hiring requests.
The Challenge
TaskUs' operations in the Philippines needed to do more with less. The company’s hiring requests were increasing, but its recruiting team was overwhelmed with manual processes and repetitive tasks that slowed down hiring activities. Valuable person-hours were spent on pre-screening leads through phone calls that resulted in high phone bills, low contact rates, and opacity on sourcing channel analytics. Prior to 2018, TaskUs used to consolidate its leads using various spreadsheets organized by application status. The time and attention required to manage these calls and spreadsheets were increasing and significantly impacting productivity. Even worse, the contact rate with leads dropped to 35%, meaning that most potential candidates were not even being considered.
The Solution
To improve its contact rate and lead processing time, TaskUs integrated all its sourcing channels with Talkpush, capturing leads from various sourcing channels and organizing them in 'talent pools' based on preset criteria. TaskUs integrated its HRIS Workday with Talkpush so that candidate profiles are automatically created and updated in both systems in quasi-real-time. Using chatbots powered by Talkpush, TaskUs provides a real-time personalized experience to candidates from the moment they click on an ad or express a potential interest in joining the company. TaskUs’ custom chatbot TUVA prescreens job applicants. The user experience is very friendly so that 75% of applicants complete their applications within 10 minutes. Shortlisted candidates are then immediately connected with recruiters who work on converting them to hires. Candidates who do not complete their application or who do not meet the prescreening requirements can be re-engaged in the future. TUVA engages at scale with applicants online, 24/7, delivering a personalized and friendly experience to candidates. To ensure recruiters meet every applicant 'where they live,' TaskUs engages with candidates on Messenger and WhatsApp and is the first company to use Talkpush’s Instagram bot. As a result, TaskUs doubled its contact rate from 35% to 71%.
Operational Impact
Quantitative Benefit
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