PPS' Recruitment Blog

Although telephone interviewing as a selection tool has been in existence for a number of years now, recently more and more companies are recruiting both permanent and temporary staff using the telephone interviewing method, as well as a way to create a ‘talent pool’ for up and coming roles. It is typically used as an additional way of sifting suitable applications, in order to create a very ‘short’ list for face to face interviews at a later date.

The continued role of the telephone interview in the selection process is due mainly to the following:

• It is a time and cost effective process with each telephone interview usually lasting 20 – 40 minutes depending on the role. The process can reach large geographical areas without incurring any travelling expenses; therefore, roles can be recruited for throughout the world as time differences can be factored into the process with ease.   This aids not only the recruiter but also the applicants since as the interview can be conducted in the comfort of their own home, travelling time and expenses are alleviated. In addition, employed applicants do not need to take off as much time as a telephone interview can often be factored into lunch breaks, evenings or even weekends.
• While face to face meetings should always be included at subsequent stages in the selection process, the lack of visual contact at the Telephone interview stage allows for total focus on the applicant’s verbal responses. This is a great opportunity to discuss competencies and strengths of an applicant, without being distracted by visual and body language. The process is consistent for every applicant, and so helps eliminate discrimination in the process.
• Each telephone interview can be tailored to each individual requirement, and specific competency based questions can be included, thus probing relevant experience and suitability for the role.  This is also a good way of assessing the candidate’s ability to ‘think on their feet’ as usually, there is nothing that the candidate can prepare for.  In addition, it can be used to test verbal communication skills and telephone techniques.
• With well-planned and relevant telephone interviews, using either competency based or strengths based assessment, the conversion to offer from those successful at telephone interview will be high. Interviewing candidates who have not been previously telephone screened will generate an average conversion of between 20% and 25% (i.e. interview 4 to 5 candidates for one offer). With candidates that have been professionally telephone interviewed the conversion should be closer to 33% – 50% or more (i.e. interview 2 or 3 candidates for one offer)

With enhancements being made continually to the telephone interview model of selection, it is certainly here to stay.

Written by Debbie Flower a consultant (and telephone interviewer!) at recruitment process outsourcing company PPS.