The United States Navy Recruiting Command

Each year, the U.S. Navy searches for candidates that meet its recruiting requirements and can serve in key positions. The Navy understands that to meet this challenge, it must leverage its marketing and advertising dollars to generate and convert more prospects from national and local campaigns.

Regardless of the number of prospects generated, recruiting was being held back by the amount of time it takes to contact and gather qualifying information from a prospect, and by a limiting, scripted customer care experience.

Launching Contact Center Best Practices

When iostudio came on board as the Navy’s Contact Center, we immediately worked to reduce lag time in record processing, and applied small process changes that allow the Navy to reach more prospects more quickly. We recommended future improvements to call queue management and support expansion into new channels, like text messaging.

We also staffed the Navy Contact Center with subject matter experts—operators with past military and recruiting experience. These operators have the knowledge necessary to go off script and have open, meaningful conversations with prospects about military life. This model perfectly positions the Navy to overcome objections and meet goals for key positions, such as medical specialists.

Specialty Recruiting Effort

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iostudio introduced a dedicated staffing model to help the Navy meet its mission to recruit specialty positions. Under this model, dedicated Chaplain and Medical operators identify prospects on job sites like LinkedIn and those for professional organizations, and reach out to generate interest in Navy opportunities. The operators also handle all incoming calls regarding these specialty programs from phone numbers on Direct Mail, Navy.com and social media sites.

In support of the specialty recruitment program, we employ direct-connect call transfers. If a candidate is interested and qualified, we can immediately put them in touch with a recruiter. In its first three months, this initiative has generated over 130 qualified candidates.

iostudio Delivers for the U.S. Navy

  • Inbound Contact Center management for information requests
  • Outbound Contact Center management for secure collection of PII and lead processing
  • Resume mining for high-demand Navy programs
  • Specialty recruitment model
  • Support for data collection from events
  • Monthly reports on Call Center KPIs