Total Telecommunications Workforce Management in an Age of Digitalization

Adapt telco talent acquisition during an age of digitalisation where skills are scarce. 

Telecommunications Workforce Management

Telecommunications technology (telcos) is becoming increasingly advanced as the telecommunications industry continues to innovate to stay competitive in the ever-evolving business and economic environment. In an age of digitalisation, telcoms providers are constantly reviewing their business models and expanding their service to capitalise on growth opportunities across technology, media and telecommunications. Developments in areas like enterprise Cloud, Artificial Intelligence (AI), automation, and the Internet of Things (IoT) are forcing organisations to reassess their talent-gap, as skilled workers that are able to easily adapt to these changes are key to driving successful transformation. 

As the skills shortage is not going to disappear anytime soon, the war for talent is fierce and the competition high. According to Korn Ferry’s study on The Global Talent Crunch technology, media, and telecommunications (TMT) employers will face a shortfall of 4.3 million workers by 2030. It is vital that the telecommunications industries focus on streamlining their talent acquisition process to incorporate these shifts to digital and technological solutions. Digitising the recruitment process through methods such as AI, crowdsourcing, automation and personalisation will be key to attracting and retaining high-quality candidates.  

Top Challenges Facing Telcos Amidst Growing Demand for Digitisation 

Over the last year, the telcos industry has transformed at an incredible pace, presenting a new array of complex challenges and opportunities for providers to consider. Shifts in consumer attitudes, the move to online services, and the rise of disruptive technology are just a few examples of the concerns telecoms companies will need to address moving forward if they wish to succeed, as well as:

Artificial Intelligence (AI)

With the rise of remote work and virtual interactions, companies rely heavily on insights, analytics, reporting, and data management to predict and monitor behaviour and pinpoint issues in customer service in real-time. As customer demand increases, AI and chatbots that can automate repetitive processes are essential for managing high-volume enquiries but also allowing employees to refocus on high-value tasks. 

Cybersecurity threats

The growing demand for digitisation calls for heightened security and protection from cybercriminals, as the threat of data breaches continue to be a concern, though at a greater scale. With remote teams and organisations relying heavily on the internet to share and manage information, new avenues have arisen for criminal activity. According to study by Panda Security, Covid-19 sparked the world’s largest number of cybersecurity threats. 

Data collection queries

Telecom providers need to ensure that they’re transparent with their consumers and clients about how they use their data. With an increased reliance on digital tools, the challenge will be in striking the right balance between personalised customer experiences and keeping private information under wraps. Since the outset of GDPR and greater access to information about how one’s personal data is stored and used, consumers have become more and more concerned about how their data is being utilisd and demand that brands demonstrate they’re committed to privacy. 

The potential pitfalls and opportunities of 5G

The rollout of 5G will transform the telecoms industry and present numerous opportunities for providers to benefit from. 5G will be an essential feature for telecoms employers in the long-term, facilitating hybrid working, remote working and office working quickly and securely. .5G could be the key to effective communications on the move and telecoms providers will need to think seriously about how they will empower their workforce through the use of effective digital tools. 

Shift to customer-centric approach

While many other industries have undergone a shift to consumer-first approaches such as online retail and services, telecom providers have been plagued for a long time by widespread mistrust in their brands. Despite the reproach of roaming charges, insufficient customer services, and overpromising connection speeds, the telecommunications industry is proving to be a critical infrastructure since the start of global lockdowns. Providers have needed to deal with increased data traffic and the demands from consumers looking to find compensation for the loss of outdoor activities and entertainment. 

How to Adapt Telco Talent Acquisition During an Age of Innovation 

Traditional resourcing methods are not equipped to manage the workforce needs of tomorrow. As businesses look to leverage innovation, personalisation and AI tools to make communications and services relevant to customer expectations, the same considerations should be applied to how they source talent. 

In today’s fast-moving, digital-first environment, providers must use new technologies throughout the recruitment cycle. It will afford them the benefits of:  accessing knowledge and talent on a global scale, maximising on existing networks through managed referrals processes, and building on their employer brand by providing high-value candidate experiences. This can be achieved by implementing processes such as: 


Reactivate your existing talent pool to garner high-value candidate referrals and reduce your reliance on job boards and expensive sourcing tools. Not only are referrals credible and free of charge, they save time and allow your employees to refocus their time on revenue-generating tasks, increasing productivity and reducing headcount costs. 

AI and machine learning

AI is transforming the recruitment process by automating low-value tasks, such as candidate screening and scheduling interviews, and increasing productivity and fee generation amongst hiring teams. 


Chatbots are becoming more and more advanced and are growing in popularity as a means to improve the candidate experience. As the talent landscape continues to tighten, a competitive candidate experience is essential to attracting and engaging the best talent. The current candidate-led market has increased expectations that the recruitment process will reflect other consumer experiences similar to the other services they can access through smartphones. 

How WorkLLama Can Help you Attract the Right Candidates

Ensuring you to stand out in a crowded market, WorkLLama is a more cost-effective candidate acquisition tool that allows you to engage candidates in your existing database, garner high-value candidate referrals, reduce reliance on job boards and improve the end-client employer brand. 

Through AI and automation, WorkLLama enhances the human touch by delivering on-brand communications across each stage of the hiring process, ensuring high volume and shift-based work is streamlined, with compliance and reference checks handled with ease. When dealing with high volume applications, WorkLLama’s ability to automate tasks such as candidate screening, candidate enagement and scheduling interviews increases productivity and reduces headcount costs in your organisation, while enhancing your value proposition and delivery to your end-client.

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