Whether or not candidates become employees, their experience with your company—from discovery to hire—will have a direct impact on your organization’s overall brand. Strong customer service is vital in recruiting and securing top talent. From the first point of contact to the offer stage, each candidate should walk away from your company as a brand ambassador. Follow these tips to help your talent acquisition team provide the best candidate experience throughout every stage of the interview process.


  • Cut down on time-to-hire. Lessen the time investment associated with phone screens by vetting candidates using pre-recorded video interviewing. This can save your team from phone screening unqualified candidates. It’s often easy to determine within the first five minutes if a particular candidate is a good fit, so pre-recorded videos provide the option of watching the video all the way through, or stopping after the first few minutes. Pre-recorded video interviews help ensure only the best candidates advance through the process.
  • Remove the recruiting team from interview scheduling. Coordinating both candidates’ and the interview team’s busy schedules is a universal pain point for recruiters. Don’t allow scheduling issues to interfere with the hiring process. Use interview scheduling software to facilitate different types of candidate interviews—from phone screens to live video interviews—in an all-in-one solution. Scheduling software removes the recruiting team as the go-between by providing candidates with a self-service platform to allow them to select interview slots that work best with their schedules, reschedule interviews without disrupting your staff and also allows your team to schedule multiple candidates at once.
  • Ensure candidates are prepared. Fully brief candidates before they meet with the interview team. Recruiters should provide candidates with the interview team’s LinkedIn bios, interviewers’ top priorities and interview outfit advice to make them as comfortable as possible, so their real personalities shine through during the tough in-person interviews.

During the Interview

  • Over communicate. Throughout the interview process, candidates should know exactly where they stand. Incorporate more touch points into the candidate interview lifecycle by automatically sending candidates and interviewers reminders before scheduled interviews. Lessen the risk of losing top talent to faster-moving companies by ensuring a timely and collaborative candidate communication strategy in place. The recruiter should provide frequent updates even if there is no news to report; a brief email letting them know the interview process is still ongoing goes a long way to calm eager candidates’ frayed nerves.
  • Implement a central repository. Provide your team a place where every team member can access all candidate data—resumes, video interviews and hiring team feedback. Employee turnover and mismanaged information should not be either of the reasons your company loses top talent. Any recruiting team member, at any point in time, should be able to access all candidate data from a central repository of information (such as a shared drive or a talent relationship management solution) to decrease the time to make an offer. If one recruiter is out during part of a candidate’s interview process, every team member should be able to easily to provide support. While delays are often inevitable, inaccessibility of candidate information should not be the cause.
  • Automate interview feedback. Gathering interviewer feedback can be a time-intensive, inefficient process. Delayed interviewer feedback can even result in losing top talent to a competing job offer, adding time and money to the hiring process. Collect interviewer feedback through mobile or web evaluation forms in near real-time.


  • Deliver bad news over the phone. Your team should call the candidates who aren’t advancing instead of emailing. Most candidates have to take a day off of work to interview, dry clean their interview outfit, print resumes and pay for transportation or parking. The courtesy of a phone call to let them know your company is moving forward with other candidates demonstrates mutual respect. Additionally, halting all communication with the candidates who aren’t advancing in your interview process can lead to long-term consequences. These candidates could have an excellent referral network, or be a top future employee after they gain a few more years experience. Don’t jeopardize the company’s hiring future because of a lack of professionalism.
  • Be a mentor. Take the extra step to provide final stage candidates who didn’t get the job feedback as to why they didn’t receive the offer. Providing them with several reasons will not only pay it forward, but you never know when you will cross paths with them in the future, or with whom or where they will discuss the experience they had with your hiring team and company.
  • Gather post-process insight. Surveying candidates post-interview, whether they have accepted or rejected the offer, is a key component of the candidate lifecycle. The survey results will provide insight on what is working and what needs to be refocused going forward. Evaluate that feedback and notice any recurring trends from candidates; you may gain insight into gaps in your process you need to fine tune. By seeking information from candidates you can address problems in your hiring process you never knew existed, or find out what is working well to ensure the experience keeps improving.

About Steve Tiufekchiev

As Yello’s Chief Evangelist, Steve’s mission is to be the voice of recruitment change. With nearly 20 years of experience in talent acquisition, he evangelizes the benefits of using technology to power recruitment programs.

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