A recruitment agency needs a phone system that logs every call against the right candidate or client, lets consultants work from anywhere on the agency's main number, and keeps searchable recordings for the day a placement is disputed. Cloud systems such as 3CX and Gamma Horizon can do all three. The real difference is how well they connect to your applicant tracking system.
T2K Voice & Data advises agencies of all sizes across the UK, and the same questions come up every time. Here's how to answer them before you sign anything.
What should a recruitment agency phone system do?
Pick it for the work consultants do all day, not for the feature list. In practice that means five things:
- Click-to-dial from your ATS: consultants stop typing numbers, and fewer calls go to the wrong person.
- Screen-pop on inbound calls: the candidate's record opens before the consultant says hello.
- Automatic call logging: the call, its length and its outcome land on the record without anyone remembering to write them up.
- Mobile and home working on the main number: consultants call out as the agency, not from a personal mobile.
- Recording and reporting: evidence for disputes, plus the numbers a manager needs for coaching.
How does ATS and CRM integration work?
The phone system talks to your ATS or CRM, so a click on a record starts a call and the finished call writes back a log. T2K's recruitment page names Bullhorn, Vincere, JobAdder, Salesforce and HubSpot. Integration depth varies by platform and version, so ask for a demo using your own ATS before you commit. Our guide to CRM phone system integration explains what to test.
Should consultants use mobiles or softphones?
A softphone or smartphone app on the main number is usually the better answer. Candidates see the agency's number, personal mobiles stay private, and the call is logged and recorded like any other. When a consultant leaves, you don't lose a contact list or a number. A direct dial (DDI) for each consultant keeps the personal touch, and our guide to what a DDI number is covers the detail.
Do recruiters need call recording?
Many do, because disputes over what was said about a rate or a start date are common. If you record, tell callers, decide how long to keep recordings and limit who can listen. Check the rules for your own situation first, starting with whether call recording is legal in the UK.
How do you coach consultants from phone data?
Whisper lets a manager speak to a consultant without the caller hearing, and barge-in joins the call. Both are useful for new starters. Our guide to call whisper shows how teams use it. A wallboard or live report then shows who's on a call and how many are waiting, which beats guessing from across the office.
Which system suits which agency?
| System | Suits | Watch out for |
|---|
| 3CX | Fast-moving agencies wanting ATS integration, click-to-dial and mobile apps | Quoted individually by T2K; ask for a demo with your ATS |
| Gamma Horizon | High-street and multi-branch agencies wanting a hosted system with little to manage | Essential £12.95, Office £16.95 and Enterprise £24.95 per user per month; check the integration you need is included |
| Mitel MiVoice Business | Large staffing groups and executive search firms | More complex and costly than a hosted system for a small agency |
Not sure where you fit? Our recruitment agency page sets out the options, and T2K will tell you plainly if a simpler system does the job.
Frequently asked questions
Can consultants take calls on their mobiles?
Yes. A smartphone app lets them make and take calls on the agency number, so personal numbers stay private and calls are still logged.
Does the phone system log calls to our ATS automatically?
It can, if the integration is set up for your ATS. Confirm this in a demo with your own data.
Do we have to record every call?
No. You can record selected users or teams, and you should tell callers. Check the rules that apply to you.
Can we keep our existing numbers?
In most cases, yes. Numbers can be ported, though timing varies, so start early.
Planning a new agency phone system?
Talk to T2K for independent advice on integration, recording and cost, and we will recommend what suits your team.
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