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Ivanha Paz
Ivanha Paz
Content Writer at Talkpush

Recruiters can Now Take Candidate Calls Inside the CRM

 

Talkpush is offering its new Dialer feature to support work from anywhere and faster response time to candidates.


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Talkpush, the recruitment automation platform has recently launched a new feature allowing recruiters to receive phone calls from candidates straight into the CRM. This innovation means that for the first time employers and recruiters have a unified communication platform that combines email, text, messaging and live phone calls all in one platform, allowing for better traceability of the candidate journey.

 

Live phone conversations are an essential part of recruitment. They have always been the best way to establish personal connections, show care to candidates, and an ability to listen and adapt to their needs. Talent Acquisition teams have been talking with their candidates over the phone since its very invention, and while the prominence of live phone call has been decreasing in recent years, as a lot of the communication has moved to asynchronous chat, it is still a key component in any recruitment process, and will remain so in the foreseeable future. Now finally, these live interactions can be automatically captured in the main system of record. The inbound call feature is easy to use, all recruiters have to do is set up the number so that candidates know where to call. The call will automatically be directed to the recruiter in charge.

Humans step in when the chatbots fail

Regardless of how much we train them (and we do, to the tune of more than 40,000 phrases taught via machine learning to conversational AI agents) chatbots cannot answer every question and sometimes humans have to step in. That’s why our platform pays special attention to candidates expressing discontent or asking questions we don’t recognize and immediately offer to connect them to a recruiter. The Inbound call feature makes this easier than ever, recruiters will get a pop-up notification on their CRM that a candidate is calling and can take the call right then and there. If they’re unavailable the call will go to the next available recruiter assigned to the same campaign, and after that straight to voicemail.

crmf2All voicemails and calls are automatically recorded (within GDPR guidelines), recruiters and their manager can therefore access the recording on the candidate’s history for training and quality assurance purposes or to speed up the hiring process with the hiring managers. Having a complete picture of the candidate history and exchanges will help to avoid delays, misinterpretations, and ultimately bad hiring decisions.

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Remote convenience

The feature is enabled to reroute phone calls to any number, so recruiters who wish to take calls on their cell phones can configure the system to do so on their profile settings. There’s no need to be at the office, or even logged into the CRM to know if a candidate is calling. When recruiters are no longer taking calls for the day all they have to do is set themselves as unavailable and any calls will be automatically forwarded to someone else.

crmf1

 

You forgot to tick off that green button? No problem, after the first call goes unanswered Talkpush will automatically do it for you.

Talk to those you like

Your team can also configure this feature in order to only take certain calls (e.g. only for the candidates that are shortlisted and assigned to specific recruiter), so that you don't end up spending your entire day fielding questions from unqualified candidates.

More possibilities

Some companies are planning on using the new feature as a way to run quality assurance on phone calls. Global BPO company iQor is implementing Inbound Calling for their U.S operations in their efforts to create a unified communication plan for their Talent Acquisition Team.

 

Talent Acquisition Managers now have access to every phone call, see who was assigned to the call and determine the quality of service, without having to access different platforms. Many high volume recruitment operations have been using legacy telephony systems to monitor this activity and often struggled to map performance within different contexts, such as the source of the candidate or the different stages of the hiring process.

 

Luckily, those days are over, and remote recruitment teams can now benefit from shared best practices developed with accurate field data.

 

For detailed information on how to set up Inbound Calls visit this link with step by step instructions and a video tutorial.

👉 If you’ve got any further questions or would like more information on best practices to leverage its full potential shoot us an email at hello@talkpush.com 🚀

 

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SPECIAL ANNOUNCEMENT FOR COVID19 In response to the current crisis, Talkpush is making the new dialer feature available to all its users free of charge (standard pricing at $50 per user per month) during the months of March to June 2020 to facilitate the work from home. We are committed to supporting our partners in their efforts as they take steps to keep their employees safe by following remote practices. 

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