staffing & recruiting

Answer Candidate and Client Calls While Recruiters Interview

Customer service outsourcing for staffing agencies: capture applications, coordinate interview requests, and send assignment changes to the right recruiter. Keep candidate questions and employer orders in separate workflows.

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Two people shaking hands over a desk signifies a business agreement or partnership.

how it plays out

Support for Candidate Calls and Employer Orders

These example workflows show how candidate and employer inquiries reach your recruiters. Your agency sets the screening questions, hiring decisions, and assignment approvals.

Phone Spanish

"I saw your job posting for a warehouse supervisor and want to apply"

Inbound candidate inquiry about open role

Record caller type, role reference, location, and availability in the configured HeroDash intake fields.
Ask the agency’s agreed questions about availability, location, and stated qualifications.
Send the answers to the recruiter for review; collect preferred interview times.
Share the confirmed interview details and the agency’s preparation instructions.

Recruiter receives the application Example workflow

SMS English

"Can I change my shift start date to next Monday instead?"

Placed candidate requesting schedule change

Identify the worker and current assignment before discussing the change.
Record the requested start date and reason for the change.
Send the request to the recruiter and designated client contact for approval.
Relay the approved date and onboarding instructions; keep the original date until confirmed.

Start-date request documented Example workflow

Web Chat Haitian Creole

"I have forklift certification and need work this week"

Urgent placement request from skilled worker

Record the stated forklift qualification, expiry date, and preferred work location.
Share the agency’s published role information and application route.
Send the qualification details and availability to the recruiter for verification.
Explain the next application step and pass start-date questions to the recruiter.

Qualification details ready for review Example workflow

Email Portuguese

"We need 15 temp workers for our distribution center by Friday"

Client bulk staffing request with tight deadline

Capture the request for 15 workers, required skills, shifts, site, and Friday deadline.
Separate the employer order from candidate applications and flag the deadline.
Pass the order to the account manager with a callback contact.
Share the fulfillment update after the agency confirms availability and terms.

Employer order ready for follow-up Example workflow

the team behind it

Support for Your Recruiting Desk

real members of the global team

Support for Your Recruiting Desk

Candidate intake using the agency’s questions and approved role information
Interview requests, assignment messages, and onboarding communications
Employer vacancy intake routed by recruiter, account, location, and urgency

65+ Languages

Human agents providing support in 65+ languages
Real-time AI translation for rare language pairs
Cultural context training for every market we serve

Follow-the-Sun Coverage

Operation centres in Canada, Bolivia, Nicaragua, the Philippines and China
Smooth handoff between time zones with shared context
Holiday and weekend coverage without overtime costs

the part nobody prices in

Separate Candidate Follow-Ups From Employer Orders

For a staffing desk, configure separate HeroDash ticket fields for caller type, role reference, work location, and shift availability. A candidate asking about an interview and an employer requesting 15 temporary workers should arrive with different intake details.

Use those field values in assignment rules to route applications and employer orders to the relevant support group. HeroDash checks agent availability and capacity when assigning work; the recruiter receives the captured answers for qualification and selection.

For an assignment-change request, a configured ticket trigger can add a follow-up tag and notify the assigned agent when its status changes. The recruiter’s approved start date is then recorded in the ticket. This keeps the requested date separate from the date the agency has agreed to.

what comes off the call

Details Your Recruiters Need

Agree these details with your team before coverage begins so the next person can act on the request.

Candidate or employer, with a verified callback contact
Role or assignment reference and work location
Relevant experience and self-reported qualifications

Shift availability, proposed start date, and deadline
Recruiter or account manager responsible for the next step
Approved messages and the point at which a recruiter takes over

questions

What buyers ask before they sign.

How much does it cost?

AI voice is US$0.15 per minute and web chat is US$0.15 per session. Live agents start at US$650 per month including 1,500 minutes — about US$0.43 per minute — or from US$5.80 per hour for a dedicated agent working only your account. The minimum engagement is half a seat, not a five-seat block.

How fast can you start answering our phones?

Five days is our normal window to staff a live account — that is five days to find and place an agent who fits your business, not five days of software setup. AI voice can go live sooner because there is no hiring step.

Do you answer in Spanish?

Yes, on the same number, with agents in our Bolivia and Nicaragua operation centres — native Spanish, not machine translation. English and Spanish share one queue, and we cover 60+ more languages if you need them.

Can I mix AI and live agents on one number?

That is the normal setup. You decide which call types go to AI and which reach a person, and you can change the split as your volume changes. Nothing about that decision is locked in at signup.

Can your team decide whether a candidate is qualified?

Your recruiters make selection decisions and verify qualifications. The support workflow collects answers to your questions and passes them to the responsible recruiter.

Can you take urgent temporary staffing requests?

Yes. Intake can capture headcount, skills, location, shift times, and the requested start date. Your agency confirms worker availability, rates, and fulfillment before those details go back to the client.

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start

Plan Your Staffing Agency Call Coverage

Tell us your candidate and employer call volumes, recruiter routing rules, and busiest shifts. We can scope the intake and handoff around them. Bring a sample candidate inquiry and employer order so we can work through the handling steps.

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