Background
The telephone system is undoubtedly the lifeblood of any recruitment company. Contact with candidates and clients is what drives business forward, therefore the chosen system must be reliable and offer the features required to operate as efficiently as possible.
The Challenge
With all of these outbound calls, call costs can be high too. Plus, when meeting candidates and in interviews the agents will inevitably miss calls, a quick response is important as often candidates can be placed for the same role by different agencies, so it literally can be a race to place the top talent.
Call reporting is a necessity in an industry so heavily driven by sales targets, efficiency needs to be monitored to ensure day-to-day operations are seamless and profits maximised.
Agents will not always be based in the office, however calls still need to be connected wherever they are located. Flexibility is a must in the telephony system as well as a host of features to ensure the agents can work as effectively as possible.
The Solution
Save on support costs – with an administration interface that allows administrators to easily perform adds, moves and changes.
Call reporting tool – consultancies can keep a check on staff productivity and then apply necessary training or call routing adjustments where necessary.
Call recording – for the purpose of quality monitoring and training.
Smartphone app – the recruitment agent is able to make and receive calls wherever they have 3G/4G/WiFi. This means agents can be contacted wherever they are and can be accessed using one number – their Horizon DDI.
Twinning – the agent can receive calls on their mobile when an inbound call is received.
Music and messages on hold – give off a professional image while callers are waiting for their calls to be answered. Likewise by using an auto-attendant clients and candidates will be able to get through to agents faster and ensure they reach the correct department.
Establish a local presence – using local numbers. A consultancy can buy local rate numbers, the agents can dial out using those numbers and benefit from a local presence when speaking to candidates.
Integrator CRM – a client record will pop up on the agents screen when they call in, enabling the agent to answer the phone accordingly, by linking to Outlook or their CRM system. Plus, outbound calling is made quicker with the click-to-dial feature.
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