The Benefits of Telephone Coaching for the Recruitment Industry
Communication in the recruitment industry has evolved massively over the past ten years. Where once upon a time recruiters would use a combination of face-to-face meetings and telephone calls, the industry has changed, and many recruiters now use text messages, WhatsApp, social media and of course email to undertake the majority of their candidate correspondence.
One thing has not changed however, and that is the difficulty many recruiters face when it comes to the cold call. Seasoned professionals are used to picking up the phone and ad-libbing where needed, but a fresh graduate may struggle for words and could have a mental block when it comes to making a more tricky call.
This latest blog from Toby Conibear, European Business Development Director, Bond International Software looks at how something as simple as coaching recruiters to manage cold calling can have wider benefits for the entire agency.
For many graduates, cold calling is difficult. Picking up the telephone and engaging someone in conversation who isn’t expecting your call and doesn’t want to speak to you is one of the most difficult parts of being a recruiter. Training a graduate to make such a call can really only be done ‘on the job’. There are a number of ways to do this – the first of which is having an experienced recruiter lead the call and the graduate listen in to the conversation. This method means that the grad is not actively participating in the call and has a chance to get to grips with the tone, the flow of conversation and the key points which their more experienced counterpart is making. For many this method works well, and the grad is able to listen to how the recruiter is dealing with certain responses, manages a resistant individual or handles specific questions.
For those graduates keen to get straight into cold calling, there are tools which allow the more experienced recruiter to actually be on the call and step in where necessary. This enables the graduate to lead the call and learn on the job but also allows the more experienced recruiter to provide coaching and security during the conversation, as well as answer any difficult questions that the respondent may have without stalling or awkward responses.
With agencies under increasing pressure to make themselves stand out from their competitors, the personal touch can be beneficial. Instilling a culture of picking up the telephone and speaking to clients directly rather than relying on text or WhatsApp is one way in which a quality relationship can be built.
Ongoing training is a great way to make sure that recruiters have the confidence and telephone etiquette to move forwards and make calls to prospects. Agency training scheduled either monthly or quarterly is therefore important to make sure that company telephone policy is understood and procedures are being followed.
Mock telephone calls internally provide trainers within the organisation the ability to give feedback and alternative ways in which to deal with ‘real life’ examples that may arise on telephone calls. By recording and/ or documenting these training calls, agencies can revisit them and benchmark a recruiter’s training needs.
Whatever form of communication is adopted, it is vital that all customer interactions within a recruitment agency are being logged in a central CRM in order to be managed and maintained.
For example, using computer telephony integration such as CloudCall from Synety, the leading cloud-based software and communications provider, enables agencies to ensure all calls, cold or otherwise, are automatically recorded and stored within the CRM.
In addition to helping recruiters increase data accuracy within the CRM, this integration provides management teams with greater visibility of individual performance and Key Performance Indicators (KPI) – meaning that the training requirements highlighted above can also be logged and addressed.
While the recruiter’s toolkit contains many methods of communication it is vital the telephone continues to take priority. It is the personal touch that will set your agency apart from the rest of the recruitment industry.
Sign up for our upcoming webinar with CloudCall by SYNETY to learn more. If you would like to read more about how to engage with clients and candidates via social media, take a look at our recent social posting success blog.