Essential Tips for Setting Up Call Routing in Staffing & Recruiting Software

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

In the staffing and recruiting industry, communication is key. It is crucial to have a seamless flow of communication between recruiters, candidates, and clients. One tool that can enhance this communication flow is call routing, a feature typically offered in staffing & recruiting software. Call routing directs incoming calls to the right person or department, enhancing efficiency and customer service quality. This article will provide essential tips for setting up call routing in your staffing and recruiting software.

 

Understand Your Call Flow

Before setting up call routing, it's essential to understand your business's call flow. Identifying who should receive specific types of calls and what times they should be available can help you create an efficient call routing system. This understanding will also help you determine whether you need a simple or complex call routing system.

 

Set Up Different Routing Rules

Different types of calls may require different routing rules. For instance, you might want to route calls from potential candidates to your recruitment team while directing calls from current clients to your account management team. Therefore, it's crucial to set up different routing rules based on the type of calls and the departments responsible for handling them.

 

Use Time-Based Routing

Time-based routing is a feature that allows you to route calls based on the time of day. For example, if your recruitment team works from 9 AM to 5 PM, you can set up the system to route calls to them during these hours. After 5 PM, you can have calls directed to a voicemail or a different team. This functionality ensures that calls are always directed to available staff, thereby improving customer service.

 

Implement Skills-Based Routing

Skills-based routing is another useful feature that can enhance your call routing system. This feature routes calls to the most qualified person based on the caller's needs. For instance, if a call comes in regarding a specific job sector, the call can be routed to a recruiter who specializes in that area. This ensures that callers always speak with someone who can provide them with the best service.

 

Make Use of Interactive Voice Response (IVR)

Interactive Voice Response (IVR) is a technology that allows computers to interact with humans through voice and dial-tone inputs. In the context of call routing, IVR can be used to direct callers to the appropriate department or person by prompting them to select options using their phone keypads.

 

Monitor and Adjust Your Call Routing System

Once you've set up your call routing system, it's important to monitor its effectiveness. Use call tracking and reporting features to identify any issues, such as calls being routed to the wrong departments or long wait times. Based on your findings, you can adjust your call routing rules to improve the system's efficiency and effectiveness.

 

Setting up call routing in your staffing and recruiting software can significantly enhance your communication efficiency and customer service quality. By understanding your call flow, setting up different routing rules, using time-based and skills-based routing, implementing IVR, and continually monitoring and adjusting your system, you can create a call routing system that meets your business's unique needs.