Accelerating Sales Velocity and Optimizing Lead Operations with CloudTalk
Hiredly, a fast-growing hybrid recruitment platform in Malaysia, recognized the need to elevate its outbound sales operations to match its rapid expansion. Relying on manual activity logging created visibility gaps, making it difficult to optimize coaching or ensure consistent engagement across a growing client list.
Since implementing CloudTalk—seamlessly integrated with their internal CRM—the team has transformed its workflow. By automating activity capture, enabling intelligent lead routing, and leveraging call insights for professional development, Hiredly has achieved total pipeline visibility. The impact has been transformative: ensuring comprehensive lead coverage, establishing a data-driven coaching culture, and drastically reducing the average sales cycle from over two months to just two weeks.
About Hiredly
A Hybrid Recruitment Company
Hiredly Group is a hybrid recruitment company combining a modern job portal with a full-service recruitment agency to help employers hire better, faster, and smarter.
Hiredly is a leading recruitment platform in Malaysia, specialising in professional and executive talent. Their modern, rich-media platform levels the playing field for all employers, big or small, by helping them build their employer brand and attract top-tier talent. At the same time, AI-powered Job Discovery features, combined with deeper insights into company culture, help candidates find the right fit.
The platform also includes an integrated recruitment agency, Hiredly X, creating a true hybrid model. Unlike traditional agencies, Hiredly X has native, exclusive access to a live, self-updating talent database. This gives them a clear edge, as most agencies depend on limited, third-party access to external job platforms.
We spoke with Kelly Ong, who works in Business Operations, about how CloudTalk supports this hybrid structure and ensures that every client lead gets the attention it deserves.
“We provide both a self-service model and a recruiter-driven experience—depending on what the employer prefers.”
Problem
Leads Were Coming In, But Calls Were Falling Through
Before adopting CloudTalk, Hiredly’s consultants managed outbound calls manually, logging activities directly into their CRM. However, as the team and call volumes grew, relying on manual data entry created limitations in visibility and quality assurance. Without integrated VoIP data, the team lacked the centralized insights needed to optimize their operations.
“There was no way to find the call recordings. We couldn’t do proper sales coaching or maintain a clear history of our client interactions.”
To maintain their high service standards, Hiredly identified three key areas for optimization:
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Maximizing Lead Engagement: The team wanted to ensure every potential client received persistent, high-quality follow-up. Without centralized tracking, it was difficult to verify the depth of engagement before a lead was marked as “closed” or “lost.”
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Reducing Administrative Friction: Consultants were spending valuable time manually verifying their activities—sometimes having to take screenshots to confirm outreach—creating bottlenecks in their workflow.
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Ensuring Seamless Handovers & Continuity: Without a recorded history of calls, transferring accounts between consultants—especially during staff changes or leaves—was inefficient. Hiredly needed a system that preserved context, ensuring a new consultant could pick up exactly where the previous one left off without disrupting the client experience.
“We want our client to get in touch. If no one takes action, that deal becomes open for another consultant to take over.”
Evaluation
Prioritizing Support, Agility, and Seamless Integration
Before choosing CloudTalk, Hiredly conducted a thorough evaluation of several market-leading VoIP solutions based on prior organizational experience. While feature parity was important, the decision ultimately came down to the quality of the partnership and speed of implementation.
“We evaluated other major players in the space, but CloudTalk stood out immediately. The demo process was consultative and efficient, giving us confidence that we would be well-supported.”
Beyond technical capabilities, Hiredly prioritized responsiveness. They needed a vendor that functioned as a partner, not just a software provider.
“We looked beyond just the feature list. We needed a partner that prioritizes responsiveness. CloudTalk demonstrated the fastest turnaround times and the highest level of support.”
The combination of seamless CRM integration, a responsive support team, and a clear focus on helping the sales organization scale made CloudTalk the clear choice.
Solution
Integrated Calling, Intelligent Routing, and Data-Driven Coaching
After implementing CloudTalk, Hiredly established a structured, high-velocity outbound workflow across its sales organization. The platform is now the daily driver for the entire sales and support team, with plans for further expansion.
The team leverages CloudTalk’s suite of tools to streamline outreach:
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Click-to-Call & Mobile App: Enabling seamless calling directly from the CRM or on-the-go.
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Power Dialer: Accelerating outreach campaigns directly from contact lists.
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Unified Activity Logging: Automatically syncing call recordings and transcripts to internal systems, creating a reliable audit trail without manual entry.
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Conversation Intelligence & AI Summaries: Using AI-generated insights and summaries to identify coaching opportunities and speed up call reviews.
Streamlining Inbound & Handovers To handle inbound traffic efficiently, Hiredly ensures a personalized experience. If a client calls back and their dedicated consultant is unavailable, the support team ensures the client is routed back to the specific account owner, preserving the relationship rather than treating them as a generic ticket.
“We make sure the person calling knows they’ll get a call back from the right consultant.”
Automated Workflow Governance To maximize speed-to-lead and ensure no opportunity is missed, Hiredly implemented smart automation rules:
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Real-time Missed Call Alerts to trigger immediate action.
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SLA Tracking to encourage rapid response times.
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Dynamic Lead Routing that automatically circulates unworked leads to active consultants, ensuring continuous momentum.
“Now, everything is synced to our CRM. If no activity is detected, the system automatically reassigns the lead to keep the process moving. It ensures every opportunity is maximized.”
Results
Accelerated Sales Cycles and Total Pipeline Visibility
Since integrating CloudTalk into their daily workflow, Hiredly has achieved significant operational milestones, transforming how they engage with the market:
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100% Lead Coverage: Achieving full visibility across the pipeline ensures every potential client receives a consistent touchpoint.
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Accelerated Deal Velocity: Drastically shortening the average closing timeline from over two months to just two weeks.
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Optimized Speed-to-Lead: Establishing rapid response protocols to engage interest immediately, preventing leads from going cold.
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Data-Backed Enablement: Leveraging call recordings and transcripts to drive continuous professional development and consistent service quality.
“The closing timeline has improved significantly. What used to take more than two months has been condensed to just two weeks.”
The automated routing rules have created a culture of agility and responsiveness, ensuring that the sales team remains proactive.
“The team understands that speed is critical. Knowing the system prioritizes active engagement has naturally improved our response times and overall performance.”
Takeaway
Operational Excellence, Accelerated Revenue, and Scalable Enablement
For Hiredly, the most significant impact of adopting CloudTalk is the optimization of their entire sales funnel. By removing manual friction, the system ensures that every inquiry is maximized, every deal is tracked, and client engagement remains continuous. Speed and structure now drive the sales process—and the results speak for themselves.
“Our lead utilization has improved dramatically. The speed of outreach is much faster now that the system ensures every lead is engaged immediately by an available consultant.”
By combining seamless CRM integration, automated lead management, and conversation intelligence, Hiredly has achieved a dramatic reduction in their sales cycle—shrinking the timeline from over two months down to just two weeks.
With CloudTalk, the team now operates on a repeatable, data-backed system: new leads are contacted rapidly, activity is logged automatically, and coaching is derived from actual performance data rather than assumption.
“If someone asks me for a VoIP solution, I’ll recommend CloudTalk—especially for sales coaching. It allows you to turn your best calls into a repeatable playbook for the whole team.”
