Virgin Media: Telephone Interviews

We have worked with Virgin Media since 2013 delivering a full RPO offering for their volume recruitment. As part of the recruitment process, we conduct telephone interviews for 14 different roles, each with its own telephone interview script. We currently conduct approximately 2,300 telephone interviews each month.

The Challenge

At TMP, we’re accustomed to designing and delivering bespoke competency and strengths based telephone interviews for our clients. On this occasion, however, we inherited the interview scripts from the previous assessment provider. The telephone interviews are competency-based; including a motivational fit question and a role-play. They each lasted 20 minutes, with 10 minutes to write-up notes on the conversation.

Virgin Media challenged us to deliver a flexible, responsive, high-touch candidate experience. We needed to keep candidates engaged in the recruitment process and to progress them from selection step to selection step as quickly as possible.

The Solution

To ensure that candidates can quickly and easily book in for a telephone interview, we offer an array of channels for candidates to contact us. They can book themselves into a convenient timeslot by calling us or by self-scheduling online. They can also contact us by webchat, an innovative online service whereby candidates can have a live virtual conversation with one of our team in our UK Delivery Centre.

To remind and motivate candidates about their telephone interview and minimise no shows, we send ‘good luck’ SMS text reminders to candidates 24 hours before their scheduled interview. We also offer same day telephone interviews so that we can contact candidates and immediately assess them. We routinely reserve 20% of our telephone interview slots each week for same day bookings. At the conclusion of a telephone interview, we book successful candidates directly into an assessment centre.

Benefits and Results

Our high-touch service delivers. On average, candidates complete online testing and are booked into a telephone interview 11 days after they started their online application. Within a further five days, successful candidates have attended an assessment centre. Our target pass rate at assessment centre is 40%. In 2016, 44% of candidates who were successful at the telephone interview stage passed the assessment centre. And candidates appreciate our efforts too – as evidenced by just two comments from candidates from the monthly NPS survey:

“The recruiter interviewing me was very professional, efficient and made me feel at ease. Questions asked were pertinent and the way the recruiter presented himself and conducted the interview demonstrated to me what Virgin Media are looking for in their employees.”

“In my experience I did not feel pressured when speaking to you. A quirky company with a friendly attitude.”