Building relationships with employers, keeping in communication with potential candidates, conducting phone interviews and taking care of daily operations means hundreds or even thousands of inbound and outbound calls are made from recruitment every day.
At SCG, we provide a range of services with bespoke phone systems, call packages, broadband solutions and business mobiles designed to address the unique challenges faced by the recruitment industry.
Telecoms Challenges Faced By Recruitment
Monitoring employee performance
Recruitment work is fast-paced and challenging but can be very lucrative for successful employees.
At SCG, we provide feature-rich business phone systems with systems in place to enable call logging and voice recording. This software allows managers to recognise and reward high performing employees, listen to calls and give feedback to developing employees and even use the recordings for training purposes.
High volume of calls
Making thousands of calls per day can result in huge phone bills, these bills are only increased by the fact that most outbound calls to potential candidates will be on a personal mobile phone.
At SCG, we offer an all-compassing solution for businesses that deal with a high volume of calls, with competitive rates, itemised billing, complete transparency and the latest products such as SIP trunking. These enable a reduction of up to 40% on telephony costs on a monthly basis.
In order to build up successful relationships with candidates, recruitment staff are regularly expected to keep in touch with candidates and businesses throughout the recruitment process.
At SCG we can look after the tariffs, set-up, support and ongoing maintenance of your business mobiles to ensure you’re getting the best deal. Additionally, our business phone systems allow for mobile forwarding, meaning your employees can take important calls on the go.
Checking up on the status of a current client is made a lot easier with a customer relationship management (CRM) system. Unfortunately, software like this doesn’t integrate with phone systems which can result in inaccurate data being stored, or cause employees to abandon using the system entirely.
Our powerful unified communications solutions can be set up to effortlessly integrate with your CRM system, meaning you can update the status of a prospect, schedule a follow-up call or set up a meeting without the need to duplicate or re-enter any data.
High turnover of staff
It’s estimated that the average turnover of staff in the recruitment sector is 43% – more than double the UK average! Whilst there are always individual circumstances that cause people to move on, improving staff satisfaction levels will, in turn, contribute to improving your business’s staff retention rate.
At SCG, our phone systems and unified communications solutions have successfully improved employee satisfaction for our clients in a number of ways including:
- Making modern styles of working such as remote working more feasible.
- Promoting improved employee performance through call monitoring.
- Giving staff the tools they need to do their job as best they can.
- Giving managers a more holistic view of business success means they can recognise high performing areas and make improvements where required.
Contact centres are high pressure and fast-paced environments which have to deal with high volumes of calls and also customer complaints. Inefficient handling of calls in these environments can lead to customer dissatisfaction, bad reviews online and lost business.
At SCG, we provide an all-compassing telecoms service for contact centres, giving employees and management the tools, they need to handle customer queries effectively.
Low customer satisfaction
In inbound environments, customers are often looking for answers and therefore get frustrated faster should they need to be passed around different departments or are forced to call back a direct number for answers.
In outbound contact centres where calls may be cold, staff need information such as customer profiles including previous interactions with the customer to give them the best chance of a conversion.
SCG phone systems come equipped with a range of powerful features including call forwarding, call recording and business mobile integration to ensure that both the customer and the agent have a positive experience during the call.
Featured Product – Mitel 400 Call Centre – The Mitel 400 Call Centre package is the most comprehensive communications package available for call centres, encompassing a range of features to address challenges in the industry – these key features include:
- Professional call routing – Diverting customers to the relevant person based on a number of factors including the caller’s location, current call volume and expertise of each agent (skill-based routing).
- Customer profile – Key customer data is displayed on-screen when a call comes through. This information allows queries to be resolved quickly and saves callers having to repeat themselves.
- Ease of use – The Mitel 400 call centre offers complete ease of use for staff, keeping satisfaction high and contributing towards a lower turnover of staff. This, in turn, results in better customer retention rates.
No sales funnel
An efficient and cohesive sales funnel is essential for any outbound contact centre. Without one, staff may end up not being rewarded for their performance, the success of each campaign becomes harder to measure and scheduled follow up calls may be delayed or missed.
At SCG, our unified communications solutions bring together multiple forms of communication to ensure that any interactions with potential customers are tracked, measured and acted upon if necessary.
What’s more, our powerful phone systems can seamlessly integrate with all leading sales funnel systems as well as your own CRM to ensure customer journeys are efficient from initial enquiry to final sale.
High volume of calls
As the name suggests, contact centres receive and make a very high volume of calls every day, this can add up to an astronomically high phone bill with the wrong provider. What’s more, with home phones becoming less and less popular, contact centres will find they are making more and more calls to personal mobile phones.
SCG have a range of packages allowing us to offer you cheaper lines and calls, you won’t be locked into lengthy contracts and can upgrade or downgrade at any time.
At SCG, our phone systems can be set up to completely support multiple locations and remote working with features such as transferring calls to mobiles, ‘follow me’ features and direct dialling inwards (DDI).
The role of inbound contact centres has evolved over the years, now being primarily a place where customers can call to make complaints, purchase goods or have queries resolved. As the purpose of contact centres has changed, many find themselves still making use of old technology that is no longer fit for purpose.
SCG carry out a full assessment of all existing technology including phone systems, web applications, software, IT infrastructure and more before incorporating all of your requirements into one efficient and cost-effective system.
Featured Product – Mitel MiVoice Office Application Suite –The Mitel MiVoice Office Application Suite is a single server location to accommodate all your telephony needs. All the applications within the MiVoice Office suite are browser controlled meaning no downloads, extensive downtime or expensive upgrades.