Recruiters sort through thousands of job applications in search of the right candidate. When one recruiter receives 7,000 applications for one open position, the prospect of hunting for the right person in a sea of resumes can be daunting. To make the process manageable and efficient, they needed a communications platform to conduct interviews.
The recruiters who default to online application forms in the hope of an easy way to find the right person for the job are lucky if 8% of job seekers complete them and these tend to be out of date, or incomplete, which gives recruiters little to work with.
The New Telephone Interviews
Leading UK based recruitment company, Recruitment Genius, saw that an automated, telephony-based candidate interviewing system would improve outcomes for recruiters and job seekers alike and implemented it using Twilio.
Recruitment Genius is the UK’s largest online recruitment company, helping over 8,800+ UK based companies fill over 60,000 jobs in the past two years. Their clients range from FTSE 100 companies to many other smaller but growing organizations specializing in IT solutions.
Recruitment Genius knew exactly who to contact to help streamline their application process. They reached out to Endjin, a software consultant agency who previously helped Recruitment Genius migrate their platform to Microsoft’s Cloud Platform, Azure.
Troubleshooting Customer Issues
Candidates were having trouble logging into their remote video interview, and filed support requests when they couldn’t join the interview. Support was flooded with ticket requests, but had no standardized data to look at and diagnose the candidate’s problem.
For each candidate, they spent 30 minutes comparing Twilio’s logs with Recruitment Genius’ platform’s logs. It didn’t scale. They needed a new way to gather and host their data. Using Twilio and data monitoring service, New Relic, Recruitment Genius cut down on their support time and had the new Twilio + New Relic integration up and running in two days. With the new solution, they cut down support’s response time to 1 minute.
Here’s how the system worked.
Once a candidate calls Recruitment Genius’ Twilio number, Twilio kicks off a background process hosted in Microsoft Azure. If there are any hiccups, they’re logged in New Relic.
Then, Twilio relays a spoken message to the candidate informing them their interview is about to start.
Once the Twilio logs were visible to customer support, the agents saw clearly what the root of interview problems were. 90% of issues stemmed from candidates mistyping their interview pin code. With this information the User Experience changed candidate’s interview invite email to make pin codes more readable, and added instruction code. This drastically reduced the support team’s number of inbound tickets.
Real Endjn’s technical post on Troubleshooting Twilio With New Relic here