How Five Star Call Centers Re-engaged 50% of Lost Candidates

Using Qualifi allowed Five Star Call Center to streamline their hiring process and gave their recruiters time to focus on education.
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About
Five Star Call Centers is an award winning outsourced call center with over 35 years of industry experience.
Industry
Outsourced Call Center
Company Size
100+ Employees
Key Results
  • 50% of lost candidates re-engaged
  • More effectively manage their existing pipeline
  • Recruiters can focus on only top candidates
“I would recommend Qualifi because it really makes your process more efficient. It allows you to focus on the cream of the crop that you want to be hiring. Qualifi allows your team to continue to make calls, while the system will do automations behind the scenes — so you can work smarter and not harder.”
Angie Nath
Director of Human Resources

Previously

Five Star used to have a complicated hiring process that was causing candidates to drop out of the interview cycle. 

Now

Five Star can use Qualifi as part of their pre-screening process. They can also automate their first touchpoint with candidates without losing their brand voice. 

The Challenge 

Five Star needs to meet massive hiring goals every month, especially around Q2. “There's not a ton of downtime, honestly, in our call center world,” says Angie Nath, Director of Human Resources at Five Star. 

Angie notes that Qualifi helps them streamline their hiring processes. 

“My team used to just pre-screen and not do the first round of interviews,” says Angie. “[Candidates would] then go to a manager and a second manager. Well, we decided people were dropping off because it's entry-level customer service, and we were making the process too complicated. So Qualifi actually got me to re-look at our whole process again.”

The Five Star recruiting team used Qualifi as their pre-screening tool. The transition gave the team more time to focus on professional development to help them become better recruiters. 

“Qualifi allows my team additional time to work on education,” says Angie. “That's a big thing for me. So we don't often always have time to sit down and do a webinar or seminar.”

The Process 

Five Star saw that they needed a way to keep more candidates engaged while getting them through the interview process faster. The month they implemented Qualifi, they reached out to 363 candidates who had previously not responded to their recruiters. With Qualifi, 162 responded. “Those were 50% of people who probably weren't responding back to us, and now we can retain them,” says Angie. Five Star moved 115 of those 162 candidates further through their hiring pipeline. 

“Qualifi was so simple to use.” – Angie Nath, Director of Human Resources

“I've always been, ‘we need to reach out first.’ But it's not realistic in this day and age; people aren't answering their phones,” says Angie Nath. “So you need to use other methods to get a hold of folks. But you want to personalize the system… make it your voice, brand it to your company. It's an extension of yourself.” Angie found that with Qualifi, the recruiters at Five Star could automate the first phone interview while maintaining their brand voice. 

“Implementation was super easy,” says Angie. “Devyn (Qualifi’s co-founder) was amazing to work with. I mean your platform, it's just so easy to set up.” 

The Result 

“So Qualifi is a must-have tool because you can really capitalize on those folks that you already have in your pipeline — that maybe you weren't able to connect with — while allowing yourself to continue to work on whatever other initiatives you have,” says Angie. 

Five Star found that they could more effectively manage their existing pipeline of candidates with Qualifi. “[With Qualifi you can] let the system do the automation behind the scenes, as well as branding your company name at the same time,” continues Angie. “It's really an extension of your company using that platform.” 

After using Qualifi, Five Star found that they were able to: 

  • Retain more candidates 
  • 50% of lost candidates re-engaged
  • Create more time to educate their recruitment team

“I would recommend Qualifi because it really makes your process more efficient. It allows you to focus on the cream of the crop that you want to be hiring. Qualifi allows your team to continue to make calls, while the system will do automations behind the scenes — so you can work smarter and not harder.” – Angie Nath, Director of Human Resources

“It allows me to build my team and enhance their own skillset because there are automations in place with these platforms that can free up some of their time,” says Angie. “If my team becomes more successful or more educated as to what they're doing, they can implement other ideas or processes that we can put into place to be more efficient overall.” 

Qualifi Tip!

When recording the phone interview questions with Qualifi, use the voice of a staff member who they will meet later in the hiring process. This helps establish trust in your brand. 

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