Technology and Innovation Applied to High-Volume Talent Management

The growth of digital channels for candidate sourcing, the need to reduce recruitment, training, and personnel management costs, and the urgency to verify candidate integrity and match them to the right profiles led us to adopt new strategies that integrate technology and artificial intelligence to improve our results.

Human capital management has always been one of the most critical pillars of our organization—especially as a contact center in Mexico managing large volumes of personnel and facing several challenges: selecting the right talent, reducing management costs, minimizing integrity risks, improving performance, and implementing an automated payroll system linked to operational platforms. All of this aims to increase employee satisfaction, reduce turnover, and improve customer service.

As a Mexican contact center, we developed a program that integrates cutting-edge technology into human capital management, applying AI to inform, schedule, screen, and investigate candidates; e-learning platforms to enhance training; and systems to automatically and centrally control all operational variables—linked to payroll systems to maximize flexibility and payment reliability.

The strategy that allowed us to address these challenges involved integrating artificial intelligence and developing a proprietary control and payroll system connected to an omnichannel platform.

We implemented AI to increase our capacity and reduce recruitment and selection costs. To mitigate fraud risks, we developed bots that investigate candidates across financial, legal, and labor databases before hiring.

We built our own e-learning platform, which, combined with in-person training, accelerated and improved the learning process.

To manage operations—especially with the growth of remote work—we developed a proprietary platform within our Command Center to centrally monitor all agent KPIs, which is essential for a contact center in Mexico managing operations across multiple locations.

We integrated all WFM, quality, and reporting modules into the Genesys platform to eliminate rework and ensure full automation without human intervention.

To enable a payroll system linked to Genesys that could process payments online without errors—whether by hour or day worked, including bonuses, commissions, and incentives—we developed an internal payroll system.

Turnover is a challenge for any organization, especially for a contact center in Mexico, so we innovated by creating a loyalty program to help reduce it.

The Project Included the Following Components:

1. We implemented and interconnected a BI platform with personnel management systems, allowing real-time analysis to understand which profiles stay or leave, which recruitment sources are most efficient, and which recruiters generate longer employee tenure.

2. We integrated AI for pre-screening hundreds of applicants, enabling omnichannel engagement within minutes using bots, and automated appointment scheduling and follow-up via SMS, email, and blasters.

3. We implemented RPA (Robotic Process Automation), allowing bots to instantly verify candidate information (address, tax ID, CURP, social security number) across platforms like labor bureaus, IMSS, legal databases, and Google Maps—reducing fraud and operational risks.

4. We incorporated axiological integrity tests, behavioral and honesty assessments, socioeconomic studies, and iris-based polygraph tests (EyeDetect).

5. We developed a system that integrates all onboarding stages—from attraction and selection to virtual file management, contract generation, and payroll administration—with automated alerts connected to Genesys.

6. We created a loyalty program to improve internal communication and employee benefits. This program motivates agents to meet attendance, punctuality, and productivity goals.

7. We implemented a disruptive digital training model using game-based learning, e-learning, digital reference ware (video, audio, text), collaborative learning, case study-based learning, simulators, mobile learning, and cognitive learning.

8. We integrated WFM, quality, and reporting platforms into an omnichannel system that provides real-time data for rapid decision-making.

Project Results:

• NPS: We saw a 2% increase in employee promoters, directly contributing to reduced turnover and improved agent satisfaction.

• Recruitment Volume: Thanks to automation, we increased our hiring volume from 19.10% to 76.3% without additional staffing in the recruitment department.

• Candidates Processed: With bot implementation, we scaled from processing 100 candidates to up to 4,428 candidates per month, depending on client demand—reducing service times and meeting higher volume requirements.

• Candidate Appointments: Bot automation increased monthly appointments from 10 to 2,718, depending on client needs.

• Labor Bureau Checks: Bot automation increased monthly labor background checks from 15 to 2,694, freeing up human resources for other tasks and increasing verification coverage.

• Tardiness: Thanks to Command Center controls, tardiness dropped from 88% to 24.86%.

• Training Hours: Monthly training hours increased from 3,990 to 13,245 after implementing e-learning.

• Graduation Rate: We improved our graduation rate from 11% in 2019 to 79.27% in 2020, with the most significant impact coming from e-learning.

• Turnover: We reduced turnover from 15% to 8% in one year. This metric has consistently declined since 2018 due to implemented strategies.

• Loyalty Program: Employee participation tripled, positively impacting performance indicators such as absenteeism, adherence, punctuality, and quality.

• Absenteeism: Thanks to the loyalty program, absenteeism dropped from over 10% in 2019 to 5.4% in 2020.

The implementation of this comprehensive plan has significantly benefited our clients for the following reasons:

▪️ By reducing turnover, we eliminate learning curves and training costs, helping clients meet their goals and service levels while providing assurance that their operations will remain stable and supported by a reliable, well-trained, and continuously developing team.

▪️ We guarantee a recruitment process that takes less than half the traditional time, thanks to the technology implemented in our contact center in Mexico, allowing us to attract sufficient talent regardless of volume and respond quickly to unexpected demand changes or new projects.

▪️ We’ve increased operational security for our clients by using bots capable of thoroughly screening and investigating candidate backgrounds. The testing and selection process ensures our clients have trustworthy teams.

▪️ We’ve enhanced learning and reduced training time through our proprietary e-learning platform, combined with in-person training that ensures product mastery and skill development for agents.

▪️ With all processes centralized in the Command Center, we reduce administrative tasks for supervisors. This allows them to spend more time on the floor, improving service quality and providing agents with stronger support in their daily work.

▪️ Our loyalty and development programs create operational stability, which in turn leads to more mature teams, better results, and continuous improvement for our clients.

All these actions have strengthened our market position. Over the past year, we onboarded seven new clients, most of whom came through referrals from existing clients—highlighting our operational capabilities as a technology-driven contact center in Mexico.

We earned six new certifications this year (NMX-R-025-SCFI-2015 Labor Equality and Non-Discrimination Standard, NOM-035-STPS-2018 Psychosocial Risk Factors, UN Global Compact, Great Agreement for Equal Treatment, HRC Equidad Best Places to Work, and Great Place to Work), thanks to the outstanding work of our Human Resources team.

We believe few automation projects successfully integrate so many technologies while delivering such tangible results. We apply BI technology to dynamically adjust profiles, AI for talent attraction and selection, and cutting-edge reliability and skills testing to identify top candidates.

We developed our own e-learning platform to accelerate onboarding. We integrated our information systems with the Genesys platform to centrally monitor all agent performance indicators in real time.

We built an omnichannel center to support our workforce and integrated our payroll system with Genesys to automate hour and bonus calculations. These efforts have led to increased NPS, reduced turnover, improved productivity, and greater participation in loyalty programs.

We are convinced that a company can only survive and grow if it has satisfied clients—and that’s only possible with a motivated team. We’ve found that strong investments in technology bring us closer to becoming a more human-centric company, one that genuinely cares about the satisfaction and experience of every team member, and where everyone feels proud to be part of the organization.

Automating manual processes allows us to relieve our agents from repetitive, tedious tasks that can lead to disengagement, freeing up time for higher-value activities that support their growth.

Our project enables a more human approach at every stage—from recruitment, where advisors can take more time to explain the interview process, to selection analysts conducting more empathetic interviews, trainers dedicating more time to individual questions, supervisors spending more time on the floor and providing feedback, and quality analysts having space to run quality clinics. In short, it enables more meaningful human interactions.

This project goes beyond our company. Improvements in service quality and performance indicators directly impact our clients’ customers—whether it’s millions of citizens scheduling appointments at 52 consulates, an ambulance arriving on time for someone in need, or an unemployed person receiving their retirement funds more efficiently.

Through these efforts, we aim to improve working conditions in our country and challenge the outdated perception that contact centers are not a good place to work.