Foundever, one of the world’s largest customer experience organizations, entered 2023 facing a recruiting challenge unlike any in its 25-year history. After merging two global BPO giants, the Mexico team inherited disconnected technologies, inconsistent processes, and a rapidly growing hiring demand. Recruiters were overwhelmed, candidates received mixed experiences, and the operation lacked the speed required to win in a competitive labor market.
A Global CX Leader Under Pressure to Modernize
With more than 150,000 employees worldwide and operations in 45 countries, Foundever depends on fast, high-quality hiring to deliver exceptional service for global brands. But the merger created a recruitment environment that was too slow and fragmented to support Mexico’s expansion from 2,500 to more than 5,200 annual hires.
The Talent Acquisition team faced:
- Two systems that didn’t communicate
- 25+ years of manual TA processes
- Inconsistent workflows and documentation
- Slow response times and low contactability
- Candidates applying to multiple companies at once
- New expectations for digital, human-centered hiring experiences
To regain operational stability, Foundever needed a single, scalable recruitment strategy that empowered recruiters, accelerated screening, and improved talent quality.
Building a More Human Recruitment Experience Through Automation
Before selecting a platform, the TA team defined three priorities:
- Make the recruiter’s work easier
- Involve recruiters in co-designing the new process
- Deliver a consistent, trustworthy experience for every candidate
Talkpush was chosen for its flexibility, automation capabilities, and ability to unify two legacy systems into one streamlined engine.
WhatsApp Automation Replaces Manual and Fragmented Processes
Candidates now begin their journey on WhatsApp, completing their pre-screen in less than 24 hours — without long forms or multiple system handoffs.
With Talkpush, Foundever transformed its entire operating model:
- Centralized communication that stays consistent across all touchpoints.
- Autoflows filtering by distance, availability, education, and English level.
- Conversion of 17–20 disconnected pipelines into a single, unified offer.
- Automated scheduling, including follow-up outside traditional business hours.
- Bilingual workflows tailored to Spanish and English-speaking applicants.
- Real-time reporting, replacing manual tracking and spreadsheet work.
- Screeners re-skilled into full recruiters, supported by automation.
Recruiters now spend their time with qualified candidates — not sorting through low-fit leads.
The First 3 Months: A Recruitment Operation Reborn
Foundever rapidly saw the impact of automation and unified workflows.
These gains gave recruiters confidence in the new system and reshaped the culture around technology adoption.
A Human-Centered Transformation
What started as a technological upgrade became a mindset shift.
By removing repetitive work and improving consistency, Talkpush helped Foundever rebuild trust in its recruitment process — both for recruiters and candidates.
- Recruiters now co-own the process and contribute to continuous improvement.
- Screening teams were re-skilled instead of eliminated.
- Candidates receive clear information and faster follow-up, improving the experience without requiring more effort from the team.
This transformation strengthened Foundever’s ability to compete for talent in Mexico’s fast-moving labor market.
Scale your recruitment with Talkpush
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