The Human Touch

Elevating Pre-Employment Screening with personalised customer service

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Published on

January 17, 2024

"The Human Touch: Elevating Pre-Employment Screening with Personalised Customer Service"


In an era dominated by digital innovation, the value of human interaction often takes a backseat to the allure of seamless online processes. This is especially true in the realm of pre-employment screening, where automated systems and algorithms seem to offer efficiency at the expense of the human touch. However, the importance and benefits of human customer service in pre-employment screening should not be underestimated. In this blog, we explore how the personal touch can elevate the pre-employment screening process, ensuring not only efficiency but also a more empathetic and comprehensive approach.

Understanding Unique Needs

One of the primary advantages of human customer service in pre-employment screening lies in its ability to understand and cater to the unique needs of each individual candidate. While online processes follow standardised procedures, human interaction allows for personalised attention. A dedicated customer service representative can guide candidates through the screening process, addressing specific concerns and ensuring a smoother experience for all parties involved.

Building Trust and Confidence

Employment is a significant life event, and candidates often feel a range of emotions during the pre-employment screening process. Human customer service provides an opportunity to build trust and instil confidence in candidates. A friendly and knowledgeable consultant can offer reassurance, answer questions, and provide support, fostering a positive relationship between the candidate and the hiring organisation.

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Navigating Complex Situations

Pre-employment screening can be a complex process, especially when dealing with intricate background checks, legal considerations, or unique circumstances. Human customer service excels in navigating these complexities by offering real-time assistance and expert guidance. Whether it's explaining a specific background check result or addressing legal requirements, a human touch ensures that candidates and employers have the support they need.

Effective Communication

Communication is a key factor in any successful relationship, including the one between candidates and employers. Human customer service facilitates effective communication by providing a responsive and understanding channel. Candidates appreciate being heard, and a live representative can address queries promptly, reducing misunderstandings and enhancing the overall experience.

Addressing Diversity and Inclusion

Diversity and inclusion are paramount in today's workplace, and pre-employment screening is no exception. Human customer service adds a layer of sensitivity to the process, recognising the diverse backgrounds and experiences of candidates. This approach ensures that candidates from various walks of life are treated with respect and fairness, contributing to a more inclusive hiring process.

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While online processes undoubtedly bring efficiency to pre-employment screening, the importance of human customer service cannot be overstated. The personalised attention, trust-building, effective communication, and ability to navigate complexities make the human touch indispensable in creating a positive candidate experience. By combining the strengths of automation with the empathy of human interaction, organisations can achieve a well-rounded and effective pre-employment screening process that benefits both candidates and employers alike.

At Matthew James Consulting, this is exactly what you get. Our software makes the checks application process smooth and efficient and with each candidate and client having a dedicated screening consultant managing their process, immediate answers to queries/questions are at the end of a phone/email. It is what sets us apart.

If you would like to find out more, please get in touch. We would love to chat to you!