Lansdowne Recruitment
Case Study
Customer background
Lansdowne Recruitment is a leading outsourced recruitment firm, offering a flexible approach to recruitment based on offering innovative search and selection solutions. Lansdowne’s clients, which consists largely of blue-chip companies and household names, benefit from innovative recruitment products designed to shorten recruitment cycles, drive down costs and create hires of a higher quality.
Lansdowne Recruitment delivers a range of innovative solutions to its client base including advertising, response management, and the use of contact centre technology to carry out selected elements of the recriutment process.
Keith Thomas, Managing Director, Lansdowne, comments:
“Outsourced skills and services are now a crucial element in today’s recruitment and selection process. Many companies now use outsourced organisations such as ourselves to carry out much of the selection process of both placement and graduate recruitment. What it means in practice, though, is that technologies capabilities take a much more prominent role in the recruitment process.”
The challenge
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 Communicator™ 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.
Maintaining the human touch
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 systemwith 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.”
...ends...
Contacts and further information
About Lansdowne Recruitment
Lansdowne Recruitment provides outsourced search and selection capabilities to a range of blue-chip clients across a number of vertical sectors. Lansdowne’s services include advertising, response management, call centre services, employee communications and design & print. www.lansdowneuk.co.uk
About Centrix
Based in Winchfield, Hampshire and Central London Centrix delivers converged voice, data and IP solutions to European businesses.
Through partnerships with global companies such as Avaya, Cisco, Energis, MCI, NetScreen and Braxtel and as a service provider for BT Wholesale, we have the resource, knowledge, and inhouse expertise, to design a tailored solution coupled with our bespoke installation, training and maintenance service.
From relatively simple ISDN-based PBXs to IP-based corporate networks, our knowledge in the convergence of voice and data puts us in the unique position of being able to discuss, design and implement the solution from the initial planning to the on-going support after the installation.
About Braxtel Communications
Founded in Dublin, Ireland in 1997, Braxtel Communications is a developer of communication software for the small to mid-size enterprise (SME) market. Braxtel has developed into a European and U.S. organization providing software and services to a variety of customers and partners in a number of different vertical markets. Braxtel’s primary sales and marketing strategy is to supply its software and services to partners who act as resellers or OEM’s to provide total integrated solutions to their target customers. Braxtel’s software, Fluency Communication Suite TM (Fluency) is designed to run on a WinTel (Windows/Intel) communication server platform and provides for the creation of a variety of communications capabilities that integrate seamlessly into a large number of vertical markets. Braxtel Communications is a wholly owned subsidiary of Homisco Inc. www.braxtel.com
Contact
Ian Calder ian.calder@centrix-uk.com
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