Video Interviewing Research: Contact Center & Support Roles

This spotlight’s data is derived from over 850 interview campaigns for customer service and contact center roles between August 2018 and February 2019. These campaigns involved over 13,500 candidates. The average completion rate for all these campaigns was 61%.

The findings from over 1,700 candidates interviewing for customer service and contact center roles who completed an optional survey during the same period are also included.

The Candidate Experience

  • 98% found the software easy to use
  • 97% satisfaction with the candidate experience
  • 96% would complete a video interview again

Video Interview Completion Specifics

  • 49% completed their video interview on a mobile device
  • 90% conducted their video interview at home

Other Key Findings from Candidates in Contact Centre & Support Roles

  • 20% of respondents had completed an automated video interview in the past
  • 87% had positive feelings toward the hiring company when they received the invitation to complete the interview, with a further 11% neutral
  • 85% thought the video interview allowed them to demonstrate their skills and experience
  • 93% felt sufficiently informed about what was required
  • 90% said their opinion of the hiring company had improved as a result of the video interview
  • 71% believe it is fairer to have more than one person assess the video interview, with a further 18% neutral

Candidate Feedback: Contact Centre & Support Roles

“I liked that I could do the interview at any time in the comfort of my own home.”

“I enjoyed being able to express myself more when doing the video interview, which differs from a phone interview.”

“It shows how they are moving with the times and are very progressive in their approach.”

“It was a very memorable experience as I got a valuable opportunity to show my experience talent in this field.”

Respondent Demographics: Contact Centre & Support Roles

  • 76% of respondents were under 35 years of age
  • 54% Male and 46% Female

This research spotlight was first published in the Sonru Video Interviewing library, which published contributions and research from Sonru clients and candidates between 2010 and 2020.