Recruitment Blog

Customer care is no longer a nice-to-have: How your agency can stand out

Chris South
agency customer care

Recruiters are busy, they have to interact with a huge volume of people on a day-to-day basis and generally work on commission, so they focus (understandably) on revenue-generating conversations. 

At least, these are some of the key reasons I’ve been told when someone suggests that customer service in the recruitment sector is not as good as it could be!

Wherever you sit on this topic, these days not looking after your customers is out of the question. And utilising automation to assist with this no longer sets your business apart, it’s simply the norm.

The real question now is what can be done to make your business stand out positively from others? 

As the Co-Founder and CEO of Roi-AI, I’ve seen our customers implement some amazing automation ideas. Below, I’ve broken down some of these ideas that may serve as inspiration as you look at your own customer care processes. 

However, before we get stuck into it, here’s a summary of the automations most recruitment businesses have activated:

Perm recruitment:

  • Pre-start check, start check and aftercare (30 days, 60 days, 90 days etc). 
  • Some form of NPS (Net Promoter Score)

Contract/temp recruitment:

  • Pre-start check, start check, weekly/monthly check and end-date check
  • Some form of NPS

If your recruitment agency hasn’t automated these checks and processes, then that’s a great place to start. 

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Top customer care automation tips for recruiters

So, let’s get into some crucial customer care processes that can be easily streamlined with automation…

Don’t stop with your own placements!

Some agencies have now implemented processes whereby their system automatically carries out aftercare with client contacts who hired through another agency (or direct) instead of them. 

With fall-outs being so common, there’s always a chance the role you were working could come back on.

Add value through video

The benchmarks are now higher. To be remembered, your business needs to offer more value throughout the process. For example, we’re seeing a number of agencies including video in their automated outreach. 

One example is a video to temps once they start an assignment that explains the payroll process. Not only is this excellent customer service, it also saves time fielding similar questions every week.

Next, you could consider including a video or article in a pre-start check automation that offers advice to the candidate about the things they could do to ensure the first week is a success.

Personalise, personalise, personalise!

Historically, a lot of agencies used to provide the candidate with a bottle of something once they started. This was great if you remembered and took the time to organise it.

My favourite modern example of this is an automation that is set up to run in the background, so that once a placement is confirmed an email is automatically sent to an external supplier asking them to organise a celebration package or hamper. It feels so personal, yet requires no work.

Everybody wants to feel special on their day

These days, we tend to get far less on our birthdays (or perhaps that’s just me!), either way receiving something you can open is still a bit of a treat. 

Consider running an automation that either emails your temps or contractors on their birthday or, for bonus points, similar to the above automation, organises for a card or package to be distributed.

There are countless other ways you can make your brand stand out with your customers. With automation, it requires a bit of upfront thought and planning but then you can sit back, relax and watch as your customers rave about your business.

Want to discover more ways automation can boost your agency’s revenue and productivity? Check out the free, on-demand webinar now!

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