Hosted Telephony for the recruitment sector
Jul 27

Hosted Telephony for the recruitment sector

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.

Not only are high quality features required, but the system must be resilient and have a disaster recovery plan in place. Time is money for recruitment consultants and one thing they simply cannot operate without is a phone.

In such a competitive industry, every edge counts so having a sophisticated telephony system is essential.

With numerous outbound calls, call costs can be high too, adding a strain on the agency’s finance. With an inefficient communications system, scaling up the operation only makes this issue harder as the agency would essentially be paying for more people to be on the phone, incurring a greater cost.

There is also a greater risk of missing calls, and when interviewing or meeting clients. A quick response is important, especially since candidates can often be placed for the same role by different agencies, so it can literally be a race to place the top talent.

Call reporting is a necessity in an industry so heavily driven by sales targets, and 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.

So what is the solution?

A hosted telephony solution can help solve these issues.

A hosted solution can help by:

Saving on support costs – with an administration interface that allows administrators to easily perform adds, moves and changes.

Providing a call reporting tool – consultancies can keep a check on staff productivity and then apply necessary training or call routing adjustments where required.

Call recording – for the purpose of quality monitoring and training.

Allowing Smartphone app access – the recruitment agent is able to make and receive calls wherever they have 3G/4G/Wi-Fi. This means agents can be contacted wherever they are and can be accessed using one number.

Twinning – the agent can receive calls on their mobile when an inbound call is received.

Providing music and messages on hold – portray a professional image while callers are waiting to speak to an agent. 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.

Establishing 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.

Using an Integrator CRM – a client record will pop up on the agent’s 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.

To find out more about how you can offer a stronger customer service using IP telephony solutions, please email sales@fidelity-group.co.uk or call 0800 840 6800 to book a free assessment of your current communication solutions.

Article content sourced from Gamma