4 Ways Artificial Intelligence Video Interviewing Drives Your Customer Service Recruitment

By | 2018-07-05T16:34:34+00:00 July 5th, 2018|AI, NLP, Machine Learning, Recruitment Technology|2 Comments

Whether you are hiring customer service representatives, retail store workers, telecallers, or any other customer service role, your company can benefit from implementing video interviewing in your recruitment process. These customer-facing employees have some of the biggest challenges and highest turnover rates in any industry. Recruiting them can seem like a particular hurdle for HR managers and workforce solutions providers.

Backed by artificial intelligence measuring attributes like extraversion, openness, and agreeability, automated video interviewing allows you to connect with the best talent quickly while saving your organization time and money. Let’s deep-dive into the benefits of utilizing automated interviewing for customer service recruitment.

Getting the right personality fit

Finding employees with the right personality fit for their role and work environment allows employers to maximize the impact of their time spent recruiting. This ensures they will work well with the rest of their team and be able to fulfill their job obligations with ease.

Tools such as the Big 5 OCEAN, Dark Triad, and Jungian (also known as MBTI) personality assessment are automatically included with Appliqant’s video interviewing system. We are currently developing a framework to automatically match personality types with the best job fit. This will be rolled out in the next few months. However, research already suggests that high extraversion, openness, and agreeableness are critical for success in customer service roles.

Decreasing turnover

Customer service roles experience one of the highest employee turnover rates of any industry. Facing turnover rates up to 45% (compared to the U.S. average of 15%) means HR managers will spend even more time recruiting talent for their organizations. Investing in automated interviewing means you will find the right employees the first time.

Our artificial intelligence software will increase the number of applicants who complete in-depth initial interviews and put the best candidates right in front of you.

Saving time and money

Companies stand to lose a lot by hiring the wrong person, so having an automated video interview you can review prior to offering a position provides an invaluable benefit. Losing an employee six months into the position due to a bad personality fit or other problems means your HR manager is spending more time finding talent for a single role.

The average cost of employee turnover is 6-9 months of an employee’s salary. This means if you have a single position paying $30,000 per year, you could be losing over $20,000 by losing an employee. Imagine if you had five open positions… you can do the math.

Candidate Accessibility

Video interviews can be completed in candidate’s own time on their computer, smartphone, or tablet. Candidates no longer have to take a day off work or hide behind a veiled “extended lunch break” or “doctor’s appointment” to attend an interview. Particularly working in customer service arenas, it is difficult for potential employees to step away from their work to attend an interview.

Through Appliqant, they can complete the interview in their own time from wherever is most comfortable for them. This means you will get the best interview results from every candidate.

Schedule a live demo of Appliqant’s video interviewing and assessment technology today to learn how our personalized packages can help you recruit and retain the best talent.

Appliqant is an AI-infused, blockchain driven, automated video interview platform developed by the team at Quantilus.


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