Telecoms and IT for Recruitment Agencies

Yes — by consultant, by desk and by number, covering calls answered, calls missed, how long people waited and how many gave up before anyone picked up. One caution, offered because it is the failure we see most: measuring dials alone reliably produces dials. Consultants hit the number with short calls that go nowhere, and the activity report looks healthier while the desk does not. Talk time and connect rate alongside volume give a truer picture, and the same data is far more useful for showing where calls actually land than as a weekly league table.

That has to be checked rather than answered from a brochure. Evonex has CRM and business application integrations, and click-to-dial from the candidate record is the normal outcome, but the specific platform, its version and how it is hosted all bear on what is possible. So we establish that before anyone commits to a date. Where there is a supported route we will set it up; where there is not, we will say so rather than promise a bespoke build. What does not depend on the CRM is the reporting and the recording — those come from the phone system regardless of what the consultant is looking at.

Usually not. Recording can be scoped by team, by queue, by individual or by direction, and selective recording keeps what you need while reducing what you are responsible for holding. Retention is the decision people skip: work back from the window in which a dispute can actually arise — your rebate period, your invoice terms — rather than keeping everything indefinitely, which increases your exposure rather than reducing it. The announcement matters too, and it is routinely missed on outbound calls, which on an outbound sales floor is most of them. It is a legal question as much as a technical one, so confirm the wording with your own advisers.

Three things, and none of them is more people. A queue holds callers in order and tells them they are waiting, instead of a busy tone or a ring nobody picks up. Overflow after a set wait sends the call somewhere it will be answered rather than letting it die, provided the destination is genuinely monitored. And giving each job board, campaign or brand its own number tells you which advert produced the calls, which is the only practical way to know whether the spend is working. The last one has to be planned before the advert goes out — once it is published, the attribution is gone.

Not to the setup, which is the point of it. The extension belongs to the person rather than the desk, so outbound calls still show the office number, recording applies the same way and the activity appears in the same report whether they are on the floor or at home. The honest caveat is the connection. Evonex will not improve a poor line — voice needs very little bandwidth but is unforgiving about jitter, so home broadband that streams video perfectly well can still make calls sound rough. When that happens it is a connectivity conversation rather than a phone system one, and we would rather establish it at the survey than after the move.

In most offices, no — they mainly create anxiety without changing what anyone does. A recruitment floor is one of the genuine exceptions, because answering and making calls is the whole job and the numbers are already discussed openly every morning, so a screen showing calls waiting and longest wait is information people can act on within the hour. Two practical points. Live displays are normally a paid addition rather than something included, and if you also want skills-based routing or recording tied to agent identity, that is contact centre territory and we would tell you so. If you only want one thing, take the historical report: the wallboard changes behaviour today, but the report is what shows the misses cluster on a Thursday afternoon and that the fix is cover rather than effort.