Simon Cleaver, CEO at Cloudcall presented at Recruitment Leaders Connect: The Year Ahead on 8th March covering the following. With 52% of recruitment businesses predicting an increase in tech investments in 2018, this session highlights how to use communications technology solutions to boost results, drive productivity and enhance candidate experience. The role of technology and its impact on the candidate’s experience. The ‘robots are coming’. The communications technology that will impact recruiter processes in the future. GDPR without tears – how you can ease GDPR compliance with communications technology.

1. Simon Cleaver
CEO CloudCall Group PLC
Leveraging Communications
Technology in Recruitment
and Staffing

2. • Integrates communications into
leading CRM platforms
• Specialists in Recruitment and
Staffing communications
Who Are CloudCall?
Your data and communications
should be linked so that you
can manage interactions more
effectively.

3. CloudCall
• Business Intelligence
• Increased accountability
• Monitoring staff productivity levels
• Call recordings – listen and train staff
• Customer satisfaction
• Average answer / hold times
• Which customers haven't been contacted?
• Which call-backs haven’t been made?
• Increased productivity
• Click-to-Call and Auto Dialler – increases call frequencies
• Screen pops – know who the caller is
• Local Presence – boosts call pick-up rates
COMMUNICATE WITH CUSTOMERS, HOW
THEY WANT TO COMMUNICATE WITH YOU.

4. The Biggest Challenges for the
Recruitment Industry
• Candidate Shortages
• 79% of agencies in the UK*
have listed this as top challenge.
• GDPR
• Gartner predicts that by the end of
2018, 50% of companies will
not be fully compliant.
MODERN COMMUNICATIONS CAN HELP
* 2018 UK Recruitment Trends Report, Bullhorn

5. A Decreasing Supply of Candidates
The Workforce Cliff
• Ageing population
• Baby boomers retiring
• BREXIT
• Huge variances
• By Region
• By Sector
• 51% of employers anticipate a shortage of
candidates.
Candidate scarcity is here to stay and is only
likely to increase…

6. Candidate Scarcity?
• Adds further pressure on speed.
• Power is shifting to the Candidate.
• Need to deliver a great Candidate
experience.
You need to understand millennials!
“By 2020, Millennials will make up 35% of the global workforce.”
- ManpowerGroup

7. Speed
• Competitive Candidate Search – Being first to the candidate is paramount
• Technology & best practices can give you an edge
• CloudCall’s power dialler
• Best Practice
• Search
• Split
• Allocate
• Power Dial
BE THE FIRST TO REACH THE CANDIDATE

8. Millennials
• If you’re born after 1980 and before 2000 – you’re a
millennial!
• They are:
• Your Candidates
• Your Clients
• Your Staff
• The Future

9. Technology Matters
• Technology matters to millennials
• The mobile is the sun that all other technologies circle
around.
• If you can’t operate in Starbucks – it doesn't work
• Ignore this at your peril…
• Contractors are moving to agencies where they can interact
online
• Candidates want to ’apply online’ and have instant feedback
• US Staffing agencies are losing employees to competitors with
better technology
• Does your technology work in Starbucks?

10. Millennials Texting
• Messaging over Calling
• >65% millennials prefer texting to calling
• >60% millennials don’t have landlines
• Already killed VoiceMail - 2016
• 8% drop in VMs left
• 14% drop in VM retrieval
• They ‘live’ in social media
Average texts per day

11. The Robots are Coming…
• There are a myriad of screening and self-help tools available
• AI enabled chatbots improve experience
• ‘Natural Language’
• Intuitive Scripting
• 40% of millennials prefer talking to chatbots over humans!
• Instant response / answer
• 24/7
• Book interview online
• What do you have on your website / job ads?

12. AI is Changing Temp Markets
• Candidates like it… It is not impersonal…!
• Full feedback and frictionless
• Re-employment rates are improving
• Works in Starbucks…

13. Millennials Live & Respond Online
• Savvy Generation
• Instant gratification
• Self-service and frictionless
• Think Starbucks…
• Consider the most appropriate form of communication
• Consider profile and age
• Do you log a preferred comms methods?
• Do you have self-help on your website?
• What happens out of hours?
• Are you communicating through social media?

14. What comms channels are your staff using?

16. Do You Know What Your Staff
are Doing?
• What tools are they actually using?
• Is the candidate’s relationship with your company or the employee?
• Which channels are monitored?
• What communications are logged in your CRM?
• How do you know what to do if a member of staff leaves?
• How much time are your staff ‘in the CRM’?

17. What Do CloudCall Offer?
• Simple Phone Solution
• Integrated with CRM
• All calls logged in CRM
• CRM tells you who is calling
• Calls are recorded for training and compliance
• Detailed reporting – know what your staff are doing
• Mobile App - CloudCall Go! – Works in Starbucks!
• Log-in from home
• Always displays your company number

18. CloudCall Messaging
• Instant messaging, SMS - Launching in May
• Single interface
• Social Media messaging – launching in July
• Your website
• Facebook
• Twitter
• Launching later in year
• Linkedin
• WhatsApp
• 3rd Party Messaging
• IM with Clients
• All logged and stored within CRM
• In conversational format

19. GDPR – How Can Technology Help?
• You will need permission to hold and process
personal data
• Permissions need to be renewed
• CVs are personal data
• Database of Candidates?
• Forwarding CV details to 3rd Parties?

20. Database of Candidates?
• Do you have a database of candidates?
• Do you need permission to continue to hold their data?
• How do you plan to obtain permission?

21. • Call recordings
• US experience
• Prompt recruiter/sales to obtain permissions
• Time stamp response – with expiry date
• Searchable expiry dates
• Re-notify if permission is about to expire
CloudCall’s Call Recording Solution

22. • Integrate deeper with CRM
• Do I have implied permission?
• Do I have permission via another method?
• Can I prove ‘beneficial interest’?
• Is this a customer?
• What’s the
• SMS and IM
• Similar notifications mechanism
• Click to Consent
• Pushed into CRM
• Plan to trial ‘auto renew’…
• Voice, Data and ALL Messaging needs to be connected
Data and Communications should be linked
GDPR – Phase II

23. Q&A
How can you use technology to effectively communicate with a wider range of candidates?
With millennials set to take over the workforce by 2020 – are you sure that you’re using the right technology and
communication channels to attract the changing workforce?
JOIN OUR MASTERCLASS DISCUSSIONS:
MASTERCLASS DISCUSSION TIMES: i) 10:25 – 10:55 | ii) 14:20 – 14:50 | iii) 15:45 – 16:15