Turning Talent Engagement into a Recruiting Advantage using Text and Automation

RallyFwd™ On Demand: Turning Talent Engagement into a Recruiting Advantage

Global customer experience company TTEC hires 60,000 people each year to provide customer service and operate call centers on behalf of the world’s most innovative brands. It would be virtually impossible to hire this volume without a strategy for talent engagement that spans from candidates to employees to alumni. Keeping employees engaged in TTEC’s mission and culture is critical to their recruiting strategy, with 35% of TTEC’s hires coming from employee referrals. And staying in touch with previous applicants and alumni gives the company a strategic advantage when needing to staff up quickly due emergencies like a natural disaster or to prepare for seasonal business demands.

In this RallyFwd On Demand video, Gretchen Pfeifer, Executive Director of Human Capital at TTEC, give us a unique look into the operations and technology behind their successful talent engagement strategy. Gretchen tells us how TTEC generates tens of thousands of employee referrals with a simple text message. She walks us through how they create targeted email and text drip campaigns to their talent pipeline and alumni, and what messaging they use that has resulted in 40% of candidates saying yes, they are interested in a job! Gretchen also shares the top lessons she’s learned in keeping talent engaged throughout the candidate experience, including why engagement is an indicator of higher quality talent.

RallyFwd™ Speaker Bio: Gretchen Pfeifer, Executive Director, Human Capital at TTEC

Gretchen Pfeifer is the Executive Director of Human Capital at TTEC, a global customer experience company based in Englewood, Colorado, which hires 60,000 people each year to provide customer service and operate call centers on behalf of the world’s most innovative brands.

In her current role, she focuses on process improvement, analytics, strategy and innovation for TTEC’s Human Capital and Talent Acquisition practices across the globe. In 2018, she has focused on rolling out significant technology automation and incorporating artificial intelligence in the recruiting cycle to improve efficiency of the TA organization and enhance candidate experience. Gretchen has also held a number of different responsibilities during her tenure at TTEC to include supporting the Customer Strategy segment of the business which is comprised of a number of niche consulting acquisitions. In addition to providing Human Capital Business Partner advisory, she also focused on integrating these companies in with TTEC’s core policies, technology, and culture. Before supporting TTEC’s consulting segment, Gretchen was responsible for Human Capital strategy and support for 15 locations in United States, Canada, Mexico, and Costa Rica. She designed and executed project strategy for key company initiatives such as health care reform, background screening and compliance, employee engagement, and shared service models. She also lead the transformation of their Human Capital department by leading the project team to transition to a shared service model.

Before joining TTEC, Gretchen worked in talent acquisition for CH2M HILL (a large Fortune 100 Engineering company) and holds a Bachelor’s degree from The University of Colorado in Business Management.

Glassdoor, iCIMS, Lever, Talemetry, TextRecruit and The Muse are sponsors of Rally. Their sponsorship fee helps us create educational content and events on Recruitment Marketing.