Call procedure

CALL PROCEDURE – REC-PRO-007-B

Version: 1.0 | Date: 20/11/2020 | Department: Recruitment

🎯 Objective

Ensure a fast and professional phone contact with applicants who submitted their application online, in order to:

Schedule an admission interview or open day appointment;
Provide a positive, professional and welcoming image of the School;
Guarantee proper traceability of all contacts through the shared calendar.

👤 Who

Recruitment Officer

🧭 What

Call applicants who submitted their application via the website.
Confirm the candidate’s interest in the chosen program.
Offer an appointment (admission interview / open day / meeting).
Register the appointment in the shared calendar.
Leave a voicemail or send an email if no answer.

📞 How

1️⃣ Phone Call – Script

Hello Mr./Ms. [Last name],
This is [First name] from the Recruitment Department of the School of Business of Lyon / École Élégance.
I’m calling you regarding the application you submitted on our website for the [Program name] program.
Would you be available next week to attend your admission interview or one of our open days?

Objectives: schedule the appointment within the week following the application and maintain a friendly, smiling tone throughout the call.

2️⃣ Voicemail or Email (if no answer)

Hello Mr./Ms. [Last name],
This is [First name] from the Recruitment Department of École Élégance.
I’m contacting you regarding your online application.
Please feel free to call me back at [phone number] or send an email to recrutement@eclyon.fr so we can arrange an appointment.
Have a great day.

3️⃣ Appointment Scheduling

Plan the meeting within the same week.
Open the shared calendar (Outlook / Zoho Calendar).
Fill in:
- Title: Interview / Open Day / Payment – Candidate’s Full Name – Program level
- Participants: Hervé Diaz, Hugo Maniveau

4️⃣ If No Response

Follow up within 48 hours.
Leave a polite written message (SMS or email).
If still no answer after three attempts, close the record and update Zoho CRM accordingly.

🗂️ Follow-up and Recording

Log every contact in Zoho CRM > Candidates module.
Attach the call sheet (standard template).
Update the status: Call in progress / Appointment set / No answer / Closed.

🕓 Frequency

Weekly – for each new application received.

📋 Quality Indicators

Average delay of 1 day between application and first contact.
Appointment rate within 7 days.
Positive response rate on the first call.

Prepared by: M. Ferrand – Quality Officer
Validated by: H. Maniveau – Quality Manager
Approved by: H. Diaz – Director

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