Effective customer service operations starts with hiring people with the right communication, technical, critical thinking and language skills. Many organizations use telephone interviews early in the recruiting process as a way to observe some of these characteristics and filter out those candidates who don’t adequately demonstrate them. However, customary recruiter-led telephone interviewing can be cumbersome, time consuming, inefficient and can actually miss some better-qualified candidates.
Virtual interviewing, an on-line media-rich web and voice response technology, can overcome many of the pitfalls of recruiter-led phone interviews while greatly expanding the potential pool of applicants available to the customer service organization. Automating the interviewing process will reduce recruiting costs and make recruiters more effective and valuable to the organization; and improve overall business performance metrics including employee retention, sales, service and customer satisfaction objectives.