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How to deliver a good CX with a pre-recorded video interview - Kelly Outsourcing & Consulting Group - ContactCenterWorld.com Blog

How to deliver a good CX with a pre-recorded video interview

Recently, increasingly more companies have started using the pre-recorded, or on-demand, interview as a hiring tool. Unlike interviews by Skype or other teleconferencing apps where candidates interact with recruiters in real time, with pre-recorded interviews, candidates respond to a series of written questions that appear on the screen. This eliminates the need for recruiters to schedule and conduct live interviews. Instead, they can simply start a candidate’s video, skip to the questions, and assess the candidates’ answers.

This delivers enormous time- and cost savings for employers. For example, as Rebecca Greenfield reports in the Bloomberg article titled “The Rise of the (Truly Awful) Webcam Job Interview,” Hilton was able to reduce its hiring cycle from 24.5 days to just 4.5 days thanks to on-demand interviews, while other companies saved substantial sums on recruiters’ travel expenses.

Factors that contribute to a poor CX

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What’s so important to note about pre-recorded interviews is that contrary to what you might expect, candidates aren’t universally enthusiastic about them. Yet they’re predominantly used to interview Millennials and Gen Z candidates—the two most tech-savvy, connected generations in the workforce.

Interestingly, many candidates who shared negative experiences with on-demand video interviews on sites like Glassdoor.com didn’t seem to have any problems with the technology. Instead, they felt uncomfortable because they weren’t interacting with a “live” recruiter. Others reported feeling rushed because their answers were being timed. Yet others didn’t receive any communications about their interview until weeks later.

Tips for delivering a better CX

As I discussed in my previous blog post, delivering a good CX is critical to both your employer and company brand. Keep the following tips in mind to optimize your pre-recorded video interview CX:

  • Choose a good provider that caters to a variety of platforms. The process should be as easy as possible for the candidate—regardless of whether he or she uses an iPhone, Android device, laptop, or desktop computer. Make sure there are clear instructions and that quick and effective support is available to help with any technical glitches. It’s also advisable to select a provider that offers user analytics so you can track your data.
  • Put the candidate at ease. In her TalentCulture article titled “Improving the Video Interview Process for Better Candidate Experiences,” Meghan M. Bird advises sending the candidate some information about your company’s interview practices before the interview so her or she knows what to expect.
  • Brand the interview video. Instead of using generic templates, create a visual experience that clearly aligns with your company’s brand.
  • Create an exchange of information. In addition to learning more about the candidate, use the interview to provide more insights into the position and your company.
  • Follow up. Immediately after the interview, send the candidate a thank-you email with a quick outline of the next steps.
  • Measure and analyze your data. Ask candidates for feedback, and combine it with the platform’s analytics to see where you can improve the process.

When properly designed and implemented, pre-recorded video interviews can save you considerable time and resources. And if you can simultaneously deliver a good CX during this crucial phase of the recruitment process, you can also build employee and brand engagement, instead of the opposite.

To continue the conversation connect with me on LinkedIn and follow me on Twitter @tproehm

Source: http://www.kellyocg.com/Blogs/How_to_deliver_a_good_CX_with_a_pre-recorded_video_interview/

Publish Date: May 29, 2017 5:00 AM


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View more from Kelly Outsourcing & Consulting Group

Recent Blog Posts:
A good CX is the incubator for innovationJune 12, 2017 5:00 AM
Why does your contact center exist?May 30, 2017 5:00 AM
How to deliver a good CX with a pre-recorded video interviewMay 29, 2017 5:00 AM
Will virtual work and AI hurt or help the recruitment industry?April 24, 2017 5:00 AM
Recruiting the right contact center talent to build brand loyaltyApril 18, 2017 5:00 AM
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The importance of leveraging your talent ecosystem during hiring surgesAugust 11, 2016 5:00 AM
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