Lansdowne Recruitment

When Lansdowne Recruitment was approached by one of its existing clients, a leading Scottish bank, which wanted to pose a series of psychometric testing questions to potential candidates, Lansdowne turned to Centrix, a leading telecoms reseller, to help it address the necessary technology challenges.

Centrix recommended one of its best-of-breed contact centre platforms, the Fluency CommunicatorP2; Interactive Voice Response (IVR) from Braxtel Communications. This IVR solution enables businesses to create dynamic, flexible IVR applications such as auto attendant, voice messaging, premium rate services, trouble ticketing and vote lines. It supports single and multiple interactive sessions, integration with CRM databases, text to speech and automated outbound call notification.

The Braxtel system was supplied to pose up to 72 psychometric questions to callers as part of the recruiting and selection campaign for the Scottish bank.  The system provides a controlled and consistent way of asking the questions that made up the selection process as well as recording and archiving the responses, thus removing the need for manual transcriptions of the candidates' responses. The system also makes calculations in real time to establish each candidate's suitability and possesses the ability to vary the questions being asked and play different announcements accordingly.

Despite the widespread use of technology in the outsourced solution developed for the bank, Lansdowne's commitment to always delivering high levels of customer service meant that a level of human interaction was required in the process as a whole. Taking their lead from other successful campaigns, Lansdowne asked Centrix to maintain the personal touch by beginning and closing each call with a live agent. Although this complicated the project, Centrix was able to accomplish the blended agent/automated system by integrating the Braxtel system with the bank's existing Definity telecoms platform from Avaya.

Keith Thomas concludes:
"Centrix played an important role in the development of this solution, and were notable for their responsiveness and willingness to adapt their approach to the specific requirements of this relatively complicated solution. Their professionalism and market knowledge was invaluable in delivering the psychometric testing capability to our client on-time and on-budget."

Ian Calder, Commercial Director at Centrix, said:
"We're extremely pleased with the work we've done so far for Lansdowne Recruitment, and we look forward to assisting them in future. This was a challenging project for us, but the flexibility of the Braxtel platform and our experience with similar projects meant we were able to satisfy the client's requirements for the recruitment process."

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