Background
RMA Executive Search partnered with our team to modernise their communication channels, with over 15 agents handling high-volume recruitment activities. We implemented Amazon Connect to improve candidate engagement, automate workflows, and migrate from their legacy third-party voicemail system.
The Challenge
- Centralised Communication Platform: Replaced fragmented systems with a unified solution to manage all candidate interactions more efficiently.
- Advanced IVR Integration: Introduced intelligent IVR capabilities to automate call routing and enhance responsiveness across recruitment workflows.
- Seamless System Integration: Enabled smooth integration with RMA’s existing tools and databases to reduce manual effort and improve data flow.
Our Solution
- Streamlined Recruitment Workflows: Tailored contact flows and IVR automation improved candidate routing, qualification, and engagement.
- Real-Time System Integration: Integrated with RMA’s ATS via AWS Lambda and Amazon API Gateway for seamless, real-time data synchronisation.
- Enhanced Communication & Outreach: Enabled proactive engagement through Connect Outbound Campaigns and AI-powered chatbots via Amazon Lex.
- Improved Visibility & Control: Delivered real-time analytics with Amazon Kinesis, voicemail transcription with Amazon Transcribe, and secure access via AWS IAM Identity Center.
The Result
The Amazon Connect solution significantly enhanced RMA Executive Search’s recruitment efficiency, candidate experience, and operational cost-effectiveness.
- Faster Hiring & Better Engagement: Achieved a 40% reduction in time-to-hire and a 20% increase in outbound call volume for proactive candidate outreach.
- Enhanced Candidate Experience: Improved satisfaction by 30% with personalised, automated communication via IVR and chatbots.
- Operational Efficiency: Reduced missed calls and voicemails by 50%, improved agent utilisation by 25%, and reached a 95% IVR containment rate.
- Cost Savings: Lowered communication costs by 35% through platform consolidation and removal of legacy voicemail services.
