Call Recording Featured Article

Outsourcing is gaining much attention as of late, as companies recognize the value of paying an expert to do something they would rather not handle in house. From call center customer service support to IT to human resource (HR) management, companies are finding the benefits outweigh the risks when outsourcing is in the mix.

The same is true for recruitment process outsourcing, or RPO. This segment of HR outsourcing includes the use of subcontracting the recruitment process to a third-party vendor with the right expertise to accomplish set goals. The service provider then acts as a company’s internal recruitment arm, handling all or some of the recruitment activities, including screening, selection, onboarding and even training.

According to the “Global Recruitment Process Outsourcing (RPO) Market 2014-2018” report, this market is projected to grow at a CAGR of 8.81 percent over the five year period of 2013-2018. This growth is expected to occur in two segments: blended RPO and MCRPO. Offshore providers are a growing segment, even serving as the preferred option due to the time difference and price variance for labor.

For a number of organizations, hiring an RPO provider makes great sense as it allows them to streamline the process and eliminate waste by trying to fit the activities into areas where HR is not the main focus. Plus, it’s a perfect partner strategy for those who are already engaged with companies for business process outsourcing (BPO). In both cases, there is also benefit to be had by integrating call recording into the mix.

The benefits associated with call recording are extensive, including the ability to capture interactions, protect rights in dispute resolution and glean business intelligence. When mixed with RPO, it also provides the hiring company with the means to monitor interactions and ensure quality control. If the RPO arrangement is just for the interim, the information gleaned from these recordings could be used to improve internal processes. If not, it ensures the provider is delivering high quality service.

The cost-effectiveness of outsourcing services is putting RPO at the top of the watch list for growing services. Where professionals were once simply guiding the back office, RPOs are now guiding clients through sophisticated processes when selecting the right talent. Methods include benchmarking, best practices and even process improvements. The only concern demonstrated by those considering the service is the lack of control over processes, something call recording can help mitigate.

While not all service providers will meet expectations at each turn, call recording can help keep them on a narrow path. As outsourcing continues to be a cost effective option to add to the business model, call recording will help keep performance in check.