When it Comes to Background Checks, Quality Customer Service is Essential

The Missing Piece in Background Screening? Exceptional Customer Service.

When most companies evaluate background screening providers, they ask the obvious questions:

“How fast are your turnaround times?”

“What’s included in your standard package?”

“Are you compliant with FCRA and global privacy laws?”

All valid questions. But there’s one often-overlooked factor that can make or break the entire experience:

Customer service.

Yes, background screening is a technical, regulated process. But at its core, it’s also a people-driven experience - and how your provider treats you (and your candidates) matters just as much as the data they deliver.

Why Customer Service Isn’t Just “Nice to Have”

When something goes wrong in background screening - and it will at some point - it’s not just an operational issue. It can delay onboarding, frustrate candidates, and hurt your brand’s credibility.

Here’s where great customer service makes all the difference:

• Timely support when you need clarification on a report

• Proactive communication when a check is delayed

• Human guidance when compliance questions arise

• Empathy and professionalism when candidates are involved

If your provider disappears when things get complicated, you’re not just dealing with a slow report - you’re dealing with a hiring risk.

It’s About Partnership, Not Just Process

The best screening companies don’t just provide data - they act as an extension of your HR or talent acquisition team. They know your hiring goals, your timelines, and your industry’s compliance landscape.

When a background check “hit” comes back, you don’t want canned responses or ticket numbers - you want:

• A clear explanation of the issue

• Guidance on next steps

• Confidence that your provider is aligned with your values and policies

Hiring is personal. Your screening partner should be, too.

The Candidate Experience Counts, Too

Let’s not forget background checks are often one of the last steps in the hiring process. That means they leave a lasting impression on candidates, especially if something feels unclear, invasive, or slow.

A provider with excellent customer service:

• Communicates transparently with candidates

• Offers easy-to-use, mobile-friendly tools

• Treats every applicant with respect and professionalism

• Helps you maintain a positive employer brand at a sensitive moment

  
  

If your background check process causes friction, your best candidates might walk away before they even start.

In a competitive job market, your ability to move fast, stay compliant, and deliver great candidate experience is critical. Choosing a background screening provider with excellent customer service isn’t a luxury, it’s a strategic advantage.