Human resources & sensitive conversations

Conduct an initial recruitment interview

Initial phone interview Thomas Leclerc FILTRE method

Practical example

YOUR SITUATION

Experience in retail. A new role to explore.

You are a recruiter at Novelia Services, a fictional company providing outsourced customer service for multiple clients in travel and transport, banking and e-commerce. You are recruiting a versatile customer service adviser for a permanent position in Bordeaux to handle enquiries by phone and email, track cases in the CRM and refer them to the right person depending on the assignment.

You have received Thomas Leclerc’s CV and shortlisted his application. Previously a sales assistant in a sports shop, he has been looking for work since his fixed-term contract was not renewed three months ago. He has experience welcoming, advising and handling enquiries from customers in-store, but has not yet worked in a multi-client contact centre. An initial twenty-minute phone interview has been arranged by email. You call at the agreed time; you have not spoken to him before.

YOUR COUNTERPART

Thomas Leclerc

Former sports retail sales assistant, applying for a versatile customer service adviser role

Based in Bordeaux, looking for work for three months
Mindset
Sociable, willing and slightly nervous at the start of the conversation
Primary expectation
Understand the duties and planned training, demonstrate his transferable skills and proceed if expectations align

YOUR MISSION

Conduct this initial interview using the FILTRE method: understand his background, explore his motivation for outsourced customer service and obtain a concrete example of listening, organisation or adaptability. Check his salary expectations, availability and fit with the working conditions. Recommend a next step, distinguishing the facts gathered from points requiring further exploration, without reaching a premature hiring decision.

Your room to maneuver

You have the CV and job advert: a permanent position in Bordeaux, a fixed gross annual salary of €30,000 to €33,000 depending on experience, three days on site and two remotely after onboarding, with a preferred start within two months. The role has no management responsibilities. Four weeks of training for an initial assignment are planned, followed by appropriate training before any new assignment. You may recommend a second interview with the team manager. Detailed working hours and career prospects remain to be confirmed; the final decision and contractual terms will be validated later.

YOUR FRAMEWORK FOR THE CONVERSATION AND REVIEW

The FILTRE method in six steps

The FILTRE method structures the initial recruitment interview. The aim is to decide whether to proceed to a second interview, without reaching a premature hiring decision.

  1. F

    Set the framework for the initial conversation

    Introduce yourself, recap the role, check availability and explain how the conversation will proceed.

  2. I

    Identify relevant experience

    Understand the experience relevant to the role and the responsibilities actually held.

  3. L

    Explore motivation and career goals

    Explore the reasons for applying and what the person is looking for in their next job.

  4. T

    Test initial suitability through evidence

    Ask for a concrete example: what was the situation, what action did they personally take, and what was the result?

  5. R

    Compare expectations with the job conditions

    Check the duties, pay, availability and working arrangements, and answer questions.

  6. E

    Summarise and agree a clear next step

    Recap the key points, confirm your understanding and explain the next step with a timeframe.

Difficulty Intermediate

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Fictional practice example · Preparation sheet