🧩 Background: A Digital Model With a Heavy Operational Load
UbyCall is the largest freelancer network for customer support in Latin America, with over 700 active “ubycallers” in Peru and other countries. Their remote service—via chat and phone—depends on each freelancer’s availability, equipment, and commitment.
Even with a 100% digital and remote model, their recruitment process faced major challenges:
- Manual verification of operational equipment (PC, headset, internet)
- Documents like tax IDs, payment receipts, and deliverables were managed via email and spreadsheets
- No centralized system to manage information by freelancer, client, or project
- High applicant volume made it hard to maintain structure and traceability
This resulted in significant time spent on repetitive tasks and an increasing operational burden as demand from new clients grew.
🧠 The Challenge: Scale Without Growing the Team
UbyCall needed a solution that would allow them to:
- Automate technical requirement validation and screening processes
- Manage documents and deliverables in one place
- Organize candidate information by project and client, without spreadsheets
- Enable more candidates to move forward independently, with no friction
- Avoid scaling the recruitment team every time a new client was onboarded
🤖 The Solution: A 100% Digital, Validated Process Connected to WhatsApp
With Kuali, UbyCall transformed its freelancer recruitment into a fully online and self-guided experience:
- Recruitment portal: Candidates upload presentations, deliverables, tax info (RUC), and more—all in one place
- Automated validation: The system checks in real-time if the applicant has a working PC, headset, and internet connection
- Centralized dashboard: All information is organized by candidate, project, and client
- Integration with social media and WhatsApp: Candidates can apply, complete stages, and take assessments from anywhere—even via mobile
- Automated workflows: Candidates move through the process without direct recruiter intervention until onboarding
Thanks to this redesign, a single recruiter can now manage up to 500 vacancies simultaneously, without losing control or quality.
📈 Key Results
- 60% reduction in processing time per applicant (from 3 days to 4 hours)
- 1 recruiter can manage 500 vacancies thanks to automation
- +40% of candidates complete the evaluation process after WhatsApp integration—no human assistance needed
- Automatic technical and document validations, with no manual review
- +20% increase in candidates completing training
- 50% reduction in monthly churn, thanks to better early-stage filtering
- All information organized by client and project, with zero manual effort
✅ Final Conclusion
For a freelancer network like UbyCall, scaling means automation. With Kuali, their team now operates with a fully digital system that organizes deliverables, validates technical requirements, and allows candidates to move forward independently—no calls, no manual tasks.
The WhatsApp integration was key to improving process completion rates, letting candidates move through the funnel directly from their phone—anytime, anywhere.
Today, UbyCall has a faster, more organized, and scalable freelancer recruitment operation that adapts to new clients without increasing costs or human effort.
