Pre-Employ Blog

How Phone Support Helps Prevent Slow Background Checks

Posted by Bob Mather on October 06, 2017

Having a good customer service team helps you avoid slow background check results from your service provider. In this blog post, we're going to discuss the importance of phone support and the common problems many people encounter when a background check service provider only offers email and ticketing support options.

The lack of phone support from a vendor is not a great indicator of a commitment to high quality customer service. No matter how insistent a vendor may be that their email and/or ticketing support systems are fast and user-friendly, sometimes problems are best solved via a live conversation.

Problems with Email and Ticketing Systems

From a customer service perspective, there's nothing inherently wrong with either email or a support ticketing system. Ninety-nine percent of the time, the problems occur in the execution stage. Depending on how many support staff (if any) a service provider may have, they're more than likely to receive dozens of support requests on a daily basis.

Each one of those requests requires in-depth analysis, thorough investigation, and a written reply to the client. If all goes well, this should provide a solution to the issue. However, if it doesn't, it means repeating the process all over again. Remember, this could potentially be happening both from the client's side and the candidate's side simultaneously.

It's not hard to see how this process can quickly chew up a lot of time going back and forth in an extended email or ticketing chain. Often, the problem would have been solved much more quickly with a simple phone call to avoid going back and forth via email.

Why Phone Support Matters

We're all familiar with the experience of encountering problems with a service provider – of any kind – and just wanting to speak with someone on the phone to get the issue resolved as quickly as possible. While emails are a nice alternative and often perfect for answering "yes or no" questions, more complex issues are much easier to solve with an actual, live conversation.

From a candidate's perspective, if a background check provider needs additional information or further clarification, the candidate should have the opportunity to speak with someone to clearly and accurately provide that information. This is especially true when it comes to personal information that the candidate may not be comfortable sharing via email.

Finally, offering live phone support shows that a vendor is committed to providing a good customer service experience for their clients. While those that don't offer phone support may be less expensive, this is an area that clients truly get what they pay for, and not paying for the phone support often ends up costing not only money but time as well.


Is this a Must-have?

Unless your organization is prioritizing cost above all else when selecting a background check service provider, something as basic as telephone support should be a given – not something to be questioned or negotiated over.

It's critical that both HR professionals and candidates are able to communicate quickly and efficiently with the background check services provider in order to get the process done as quickly as possible so that HR can make a decision. Ideally, your service provider is a partner with the same shared goals as yours: speed, accuracy and reliability.

What Other Factors Contribute to Slow Background Checks?

Download our latest white paper to learn about 5 commong problems that cause slower background check results to be returned to you.

Download the White Paper

Topics: Background Checks, customer service, Slow background checks, Phone support

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