Elevating Candidate Experience: The Power of Call Routing in Staffing Agencies

Posted In | CRM | Help Desk | Calling Solution | Staffing & Recruiting Firms

Staffing agencies play a pivotal role in connecting companies with suitable candidates. Their work involves a lot of communication, most often via phone calls. Therefore, the way they manage these calls can significantly impact the candidate experience. This is where the power of call routing comes into play.

 

What is Call Routing?

Call routing, also known as automatic call distributor (ACD), is a technology that helps to distribute incoming calls to specific agents or departments within a staffing agency based on predefined rules. It ensures that the right people handle the right calls, thereby contributing to a more efficient and improved candidate experience.

 

The Impact of Call Routing on Candidate Experience

Call routing can greatly enhance the candidate experience in several ways:
 

• Reduced Wait Times: With call routing, calls are quickly directed to the most suitable agent, reducing the time candidates have to wait on hold. This not only saves the candidate's time but also makes them feel valued.
   

• Personalized Service: Call routing can be set up based on the candidate's needs, preferences, or history with the agency. This allows agents to provide a more personalized and relevant service, enhancing the candidate's satisfaction.
   

• Improved First Call Resolution: By ensuring that the right agent handles each call, call routing can significantly increase the chances of resolving the candidate's queries or issues on the first call, leading to a better candidate experience.

 

Implementing Call Routing in Staffing Agencies

Implementing call routing in a staffing agency involves setting up a system that automatically routes incoming calls to the appropriate agents or departments. This might involve:
 

• Identifying the different types of calls that the agency receives and defining which agent or department should handle each type.
   

• Setting up automatic call distribution (ACD) system that can effectively route the calls based on the defined rules.
   

• Regularly reviewing and adjusting the rules to ensure that they continue to meet the agency's needs and provide the best possible candidate experience.

 

Call routing is a powerful tool for staffing agencies. It can ensure that each call is handled by the most suitable agent, leading to reduced wait times, personalized service, and improved first call resolution. By enhancing the candidate experience, call routing can help staffing agencies to build strong relationships with candidates and increase their chances of success.