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Will virtual work and AI hurt or help the recruitment industry? - Kelly Outsourcing & Consulting Group - Blog

Will virtual work and AI hurt or help the recruitment industry?

Imagine this:

You’ve applied for a job, aced the phone interview, and now you’re waiting to hear the outcome of the in-person interview you had a few days ago. You receive an email instructing you to click on a link to review your application status. The link leads you to a video of someone you don’t recognize—who tells you that, regrettably, you weren’t selected for the job. The video isn’t personalized, nor does it make any mention of precisely which position it’s about. What’s more: you can see in the information bar below the video that it’s been viewed more than 1,100 times.

How do you think you’d feel? I don’t know about you, but I’d feel upset that the employer couldn’t even take the time to send me a personalized (or even a standard) rejection email. Because obviously, the video has been seen by more than 1,100 other people who also didn’t get a job.

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As far-fetched as it might sound, this scenario actually happened. It was described in Ed Newman’s PhenomPeople article titled “Candidate Experience Worst Practice Alert: How NOT to Reject Applicants!” The employer in question was probably looking for a time-effective way to follow up with rejected applicants, and thought the video aspect used technology with a human touch. Outcome bad. Epic fail.

However, the story does flag some potential issues regarding leveraging technology to make a virtual organization more effective.

First of all, as the story above shows, it’s critical to never let technology take the human aspect out of recruiting—even if you never meet your candidates or clients in person. After all, recruiting is all about people: the people you work with, the people you’re recruiting, and the stakeholders you’re recruiting for. Streamlining communications is fine, but when it makes people feel like numbers, both your relationships and the employer’s value plummets. Granted, none of us enjoy picking up the phone and telling a candidate he or she didn’t get the job. But don’t you think that call to provide closure and meaningful feedback is a worthy investment? I do—because if your input helps that person interview better during the next opportunity, he or she will become a stronger and possibly more loyal candidate.

In addition, technological advancements like predictive tools and artificial intelligence (AI) are slowly but surely entering the virtual recruitment space. These innovations are already making an impact on how we assess talent. We want innovative, creative, and agile talent—and we’re letting applicant tracking systems make the first decision on whether or not a candidate possesses those qualities. But can technology truly become a foolproof way to assess talent in the long run? Will it become the new standard in evaluating what a “good” candidate is?

I don’t have the answer to those questions—but I do know this: when it comes to adopting new technologies, make sure to really think it through first. Figure out how these innovations could impact your interactions before committing to them. Because if you don’t, whatever you win in efficiency might be nothing in comparison to what you could lose in valuable relationships.


Publish Date: April 24, 2017

2020 Buyers Guide Recording

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565


Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608


Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003

PCS Software

Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933

View more from Kelly Outsourcing & Consulting Group

Recent Blog Posts:
A good CX is the incubator for innovationJune 12, 2017
Why does your contact center exist?May 30, 2017
How to deliver a good CX with a pre-recorded video interviewMay 29, 2017
Will virtual work and AI hurt or help the recruitment industry?April 24, 2017
Recruiting the right contact center talent to build brand loyaltyApril 18, 2017
Creating a custom talent cloud for requirement-specific hiringSeptember 13, 2016
The top four essential administrative recruiting actionsAugust 29, 2016
The importance of leveraging your talent ecosystem during hiring surgesAugust 11, 2016
How aggressive, targeted poaching can strengthen your recruitment strategyAugust 8, 2016
Establishing a successful employee referral programAugust 5, 2016

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