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Company Background
Founded in 2000, eClerx Services Limited is a global leader in business process management, automation, analytics, compliance, and customer experience solutions. With headquarters in India and operations spanning the United States, United Kingdom, Singapore, Thailand, Philippines, Germany, Italy, France, and Australia, eClerx employs more than 18,500 professionals. The company delivers mission-critical services across financial markets, digital commerce, and customer operations, helping some of the world’s most admired businesses scale efficiently while maintaining compliance and innovation.
As the organization continued to grow, talent acquisition emerged as a strategic differentiator. By 2024, eClerx faced mounting challenges in sourcing specialized technical talent, managing high time-to-fill metrics, and keeping candidate experience consistent across geographies. Leadership recognized that a fundamental redesign of talent acquisition was essential to sustaining growth and competitiveness in a rapidly evolving market.
Navigating the Shift in Recruitment Strategies
The talent acquisition challenges at eClerx were clear. Intense competition for specialized technical talent meant that high-demand candidates were fielding multiple offers, often leaving processes mid-way. Hiring cycles stretched beyond 45 days, well above industry benchmarks, impacting both project timelines and revenue realization. Despite having 18,500 employees with vast professional networks, employee referrals contributed only 14% to total hires, significantly below the 20% industry benchmark.
Barriers within the referral program further limited its impact. Employees faced lengthy forms, duplicate profile risks, and restrictive submission requirements, such as complete CV uploads. Transparency was lacking, with employees left in the dark about referral status due to no dashboards, no clear updates, and limited communication channels. The process was cumbersome, involving multiple systems and little branding, which prevented the program from gaining visibility. Participation was concentrated in small pockets of the workforce, limiting network effects, while the absence of data-driven insights restricted opportunities for optimization.
These shortcomings made it evident that eClerx needed a modern, technology-enabled referral program that would transform employees into active talent scouts while enhancing the candidate journey.
Integrating Systems Thinking and Technology
In July 2024, eClerx launched Referral Hub, a dedicated, branded platform designed to reimagine referrals as a strategic hiring engine rather than a supplementary sourcing channel. Powered by RippleHire’s High-Performance AI ATS, Referral Hub was guided by three design principles: experience-first design, seamless ecosystem integration, and gamified engagement.
The platform simplified referral submissions by introducing direct CV uploads, reducing friction and increasing participation. Integrations with Oracle Fusion ATS eliminated data silos, ensuring real-time updates for employees and candidates alike. Behavioral science principles shaped gamification elements such as leaderboards, contests, and transparent reward dashboards, turning referrals into a dynamic and motivating experience.
The launch strategy mirrored a major product release. Senior leadership introduced Referral Hub through town halls and video messages, positioning it as a business imperative. A digital campaign with teasers and tutorials created excitement, while managers conducted live demonstrations in team briefings. Weekly WhatsApp broadcasts sustained visibility by sharing success stories, open roles, and recognition for top referrers. Within two weeks, adoption reached 22% of employees — nearly double the initial projection.
eClerx’s Innovative Four-Stage Referral Experience
Stage 1: Awareness and Branding
Referral Hub was given a distinct brand identity, elevating referrals beyond an HR initiative to a company-wide movement. The dedicated platform provided dashboards with real-time referral status, transparent reward information, and gamified engagement through contests and badges. Employees recognized the platform as a trusted space designed to empower them in driving talent acquisition.
Stage 2: Engagement and Participation
Gamified campaigns created energy and competition across the organization. Seasonal drives like the Diwali referral event offered festive rewards, while the Referral Premier League tapped into cricket fandom with team-based contests and weekly leaderboards. Social Referral Star campaigns encouraged employees to amplify job postings on their networks, significantly boosting employer brand visibility. Floor walks, referral desks, and virtual support sessions further reinforced participation by addressing queries and building excitement.
Stage 3: Transparency and Trust
Transparency was central to Referral Hub’s success. Employees received instant updates when their referrals advanced through stages, from shortlisting to interviews and offers. Even when referrals were closed or filled by others, the system provided closure, eliminating the frustration of ambiguity. This openness encouraged trust and sustained participation across business lines.
Stage 4: Advocacy and Candidate Experience
Referral Hub redefined the role of employees from mere referrers to brand ambassadors. Employees were encouraged to support referred candidates as buddies, offering guidance and insights during the application process. This personalized touch improved candidate experience and strengthened conversions. Employees also became advocates of the employer brand by sharing jobs across personal networks, creating nearly ₹1.99 crore (USD 232,000) worth of earned media value in just months.
Axis Securities’ dedication to transforming recruitment
4.8/5
Candidate feedback rating
22%
Referral contribution to total hires (up from 14%)
48%
Employee participation across all levels
₹1.99 Cr.
(USD 232K) Brand impressions generated
60%
Referral hires through simplified CV upload
236K
Active and passive candidates reached on social media
RippleHire AI ATS Drives Remarkable Results
The measurable impact of Referral Hub was transformative. Referral contribution rose from 14% to 22% of total hires, a 57% increase that surpassed the industry benchmark. Employee participation reached 48%, nearly double the target of 25%, making referrals a true organization-wide sourcing engine. Process efficiency improved dramatically as 60% of referral hires came from the simplified CV upload feature. Candidate brand views exceeded 236,000, delivering unparalleled reach and brand amplification.
Perhaps most strikingly, employee advocacy generated brand impressions worth ₹1.99 crore (USD 232,000), far exceeding the original target of USD 150K, showcasing the multiplier effect of employees acting as talent scouts and brand ambassadors. Referral pipelines became more resilient, generating a steady flow of 4,000 applications per month and reducing dependency on external agencies.
Road Ahead
eClerx views Referral Hub not as a one-time campaign but as a cornerstone of its future-ready recruitment strategy. Future enhancements include expanding gamification through leaderboards and surprise rewards, deploying AI-driven nudges to re-engage inactive employees, and launching diversity-focused referral campaigns. Leadership involvement will be deepened to amplify participation, and additional integrations with HR systems will ensure scalability.
By embedding employee referrals into the core of its hiring ecosystem, eClerx aims to sustain a competitive advantage, reduce time-to-fill for critical roles, and strengthen its employer brand in global markets.
Conclusion
The launch of Referral Hub transformed employee referrals at eClerx from a declining channel into a strategic engine of talent acquisition. By leveraging technology, behavioral science, and branding, the company increased referral contribution to 22%, achieved nearly 50% employee participation, and unlocked over ₹1.99 crore worth of brand value. With a candidate satisfaction rating of 4.8 out of 5 and consistent monthly application flows, eClerx has set a new benchmark for innovative, employee-driven recruitment.
This Brandon Hall award-winning program demonstrates how an innovative approach to referrals can create lasting business impact — simultaneously fueling hiring, strengthening culture, and amplifying brand visibility.
