Acquiring key talent is a top priority for all companies in the 21st century and all HR leaders are looking for ways to maximize the size and quality of their candidate pool. A large RPO firm who places approximately 200K candidates per year was seeking to improve their conversion of call-in job applicants on one of their largest key accounts. The RPO firm partnered with XOR and a chatbot with artificial intelligence was deployed to significantly augment the number of applicants captured in the hiring process without any increase in headcount resources for the customer.
The employer calculated they were losing approximately 12,000 applicants from unanswered inbound calls during non-business hours and weekends. Most of the calls were placed to the employers HR department. The vast majority of the calls were seeking information on current open vacancies or the status of the caller’s active application. The mployer had to address two key objectives without adding headcount:
1) Capture significantly more applicant inquiries and lead them to current open positions, and
2) Provide an automated 24/7 resource for candidates to learn the status of their application from the ATS platform.
XOR teamed with the RPO firm to integrate the chatbot into the call-in application process. When the applicant called in regarding a job posting, the caller ID was captured and an SMS link was automatically sent to the applicant’s mobile phone. Clicking the link activated the RPO branded chatbot and started the application process for the candidate. New applicants were presented opportunities that matched their location and skills, while returning applicants were sent automatic updates on their status in the application process.
The results were remarkable. In two months’ time:
Maksim Minakov, Project Director of IBS RPO:
"We provide professional HR outsourcing services for our clients. These are biggest and well-known Russian companies. And so we have three ways of providing our services.
As we are outsourcing provider, we need to understand and reduce our costs year by year. So that's why we understand that chatbots (audiobots, textbots) can reduce some costs in the way of reducing costs for labour. We also understand that using chatbots is also a good way to increase candidate experience. I think at the moment, we only try to use it. But we understand in the nearest two or three years, we cannot change our people in our service center almost for bots but we have already made some big steps in the way of using textbots."
What is the chatbot use case for your company?
"We use XOR for supporting our candidates in unworking time for our main retail client Pyaterochka from X5 retail group. So when candidate call our service center in unworking time and our specialist couldn't answer for the call, XOR began communication via web chat or messenger, and offer the candidate to apply for vacancy, or understand his status in candidate pipeline. This is really useful for candidate; he can receive services in the regime of 24/7."
What are your results from partnering with XOR?
"The first result was that we increased candidate experience in candidate pipeline by up to 50%. For us, it's a really important result because we understand that from the side of HR branding, candidate experience is half of success.
The second result was that 90% of our candidates received a good experience and went through the link and used XOR as a tool for application to our vacancies and for us, it's really a big surprise because we thought that the results wouldn't be more than 15%.
And third result and insight for us is that we understand the next steps for developing XOR as one of the main IT/HR tech tools for our recruiting process."
How can you compare XOR to other technologies?
"In the previous years, we used audiobots and textbooks. And we understand that our candidates prefer to use textbooks more because they are more comfortable to them because telephone calls are really nervous for candidates, and in different times, it’s not so comfortable for candidates to answer the call but more comfortable to use textbots and communicate with what's like XOR. And also, we get an impact that conversion through XOR in comparison with audiobots is higher. And that’s why, in the next year, we are going to use XOR as a main IT tool in prefer to audiobots."
Would you recommend XOR to other companies and why?
"I think that I can offer to use XOR to companies who have a really big volume of applicants, and to companies who are willing to reduce the costs of hiring process, also to companies who want to increase their HR brand in the part of improving candidate experience. From my side, I think that XOR, in two or three years, can help companies reduce costs in the candidate pipeline by more than 15% in the different ways."
XOR Inc. 701 Brazos St., Suite 1600, Austin, TX 78701
(512) 298 - 1200