Managing personnel

Call center recruitment

Module four - telephone screening

ByJohn Wright

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Synopsis

This module is guaranteed to identify the very best respondents to your adverts and provide you with quality interviewees. The module provides you with an interview script, a scoring system, a selection method and all the resources necessary to run the process. The total resource has seven modules. This title uses United Kingdom data but the principles are usable and appropriate in all countries.

How to …

How to design and use a telephone interview script.

How to score candidates during telephone screening.

How to select candidates from telephone screening.

John Wright

Over twenty-five years of experience in corporate life and consulting has provided John with a wide range of experiences that have contributed to this extensive resource. He brings a refreshingly practical approach to the design and avoids the clutter of professional jargon. The end result is an extremely accessible process that delivers quantifiable business results. John provides his consultancy services to a wide range of international private and public organizations.

The purpose of telephone screening is to provide a cost-effective screening method that will ensure a supply of good quality candidates for the selection day.

The advert will have provided respondents with a telephone number to call and it will not be unusual for calls to be received throughout the working day and into the evening. This is likely to happen on the day the paper is published and for a couple of days after with the volume of calls declining steadily over that time.

It is therefore important to make some dedicated lines available to receive these calls because respondents will not want to be kept waiting and they are unlikely to want to be called back.

It is worth observing that this approach is more complicated than asking respondents to send in their career details. It involves you in considerable effort setting up the lines and covering them.

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