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05/03/2023 © 2015 CareerBuilder and Inavero. All Rights Reserved.
Presented by: Eric Gregg, CEO InaveroOpportunities in Staffing
Not All Sources of Information Should Earn Your TrustMisinformed Celebrities…
Lindsay Lohan about the weather
Jaden Smith about global warming
Ron Artest about dieting
Kanye West about…..ANYTHING
…or spelling
Its not Just Celebrities – We Should Check Our Own Bias as Well
864 Internal Staff• 61% recruiters• 26% staffing firm
leadership• 63% female• Median age 36 years old
9,525 Job Candidates
• 65% currently employed• 73% actively looking for
a new job• 62% in
professional/IT/healthcare
3,021 Employers• Independent online panel
and CareerBuilder database• 32% > 250 employees• 45% hire in
professional/IT/healthcare
Opportunities in Staffing: The Largest Study of Its Kind in Staffing
STAFFING FIRM
Image: © Dreamstime.com
Image: © Dreamstime.com
Image: © Dreamstime.com
Net Promoter Score® Measures Loyalty in StaffingA Net Promoter Score (NPS®) is an easily
understandable metric based on likelihood to recommend using a company, product or service to
a friend or colleague
Staffing firms see a direct correlation between: Net Promoter Score, retention, & referrals.
Is a Net Promoter Score?WHAT
Use a Net Promoter Score?WHY
HOWIs Net Promoter
Score calculated?
0 1 2 3 4 5 6 7 8 9 10
Detractors PromotersPassives
% Promoters
% Detractors NPS
Promoters: Your firm’s strongest allies; most likely to promote your firm to others
Detractors: At risk of leaving your firm
® Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix systems, Inc., Bain & Company, and Fred Reichheld
-100
100
-15%
31%
56%
76%
© 2015 CareerBuilder and Inavero. All Rights Reserved.
Keeping Your House in OrderA Look at Internal Staff Satisfaction
© 2015 CareerBuilder
Internal Staff Satisfaction Remains Level Over Prior Years
Recruiters and Account Managers Less Satisfied and Optimistic
Firm Leadership Account Manager Recruiter
Net Promoter Score®
Optimistic about Next Year
Images: © Dreamstime.com
Staffing Firms Have to Get Employees Over the 3 to 5 Year Mountain of Negativity
< 3 Years15% Detractors
3 to 5 Years18% Detractors
6 to 10 Years10% Detractors
> 10 Years9% Detractors
Key Issues for Employees with 3 to 5 Years Tenure:1. 51% more likely to feel underpaid.2. 38% more likely to feel immediate manager is
ineffective.3. 14% less likely to feel they receive performance
feedback.Image: © Dreamstime.com
Optimism and Recognition Top Drivers of Loyalty for Internal Staff
ENJOY PEERS
OPPORTUNITY FOR
GROWTH
OPTIMISM
Image: © Dreamstime.com
© 2015 CareerBuilder and Inavero. All Rights Reserved.
Getting in Step with Today’s TalentInside the Minds of the Job Candidate
© 2015 CareerBuilder
We Too Often Forget the Link Between Client and Candidate
6 in 10 Clients Have Used a
Staffing Firm At Some Point for
Their Personal Job Search
Image: © Dreamstime.com
The Top 5 Things Talent Think Are True About Staffing
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Mobile Engagement Continues to Grow – As Talent Expects More Mobile Functionality
Smartphone Ownership
Tablet Ownership
Image: © Dreamstime.com
Image: © Dreamstime.com
73% will leave a non-mobile optimized site and 38% view
your firm more negatively if site isn’t mobile friendly
3rd-Party Reviews Rising in Importance as Trusted Source for Talent Vetting Potential Staffing Firm Partners
Image: © Dreamstime.com
Technological Advancements Yield Mixed Results for Candidate Experience
TECHNOLOGY HELPS:• 41% say
applying on a mobile device is better.
• 29% believe applications are easier to complete.
TECHNOLOGY HASN’T IMPACTED:
• Length of typical application.• Use of automated responses.
TECHNOLOGY HURTS:• 39% believe
recruiter responsiveness has declined.
• 42% believe human interaction is worse.
© 2015 CareerBuilder and Inavero. All Rights Reserved.
The Service PlaybookFinding, Engaging & Placing Top Talent
© 2015 CareerBuilder
Placed Talent Remain Positive About Experience, But Applicants Detractors Remain an Issue
Image: © Dreamstime.com
Pre-Placement Steps to Maximize Job Candidate Satisfaction
Half of candidates say their staffing firm didn’t
take these steps.Just 1 in 4 candidates say this happened.
Onboarding Process to Maximize Satisfaction of Placed Talent
55% of all talent turnover occurs in the 1st two weeks of a new assignment
Half of all client terminations occur in the 1st two weeks of a placement
1 in 3 candidates say they didn’t have
everything they needed
Image: © Dreamstime.com
Post-Placement Process to Maximize Retention, Referral & Rehire
Less than half of placed talent receive contact
prior to the end of their assignment.
Just 1 in 3 receive
feedback on their
performance Image: © Dreamstime.com
There are Many Things Making Retention of Top Talent a Concern
54%46%
Very confident Not very confident
Confidence Current Assignment Will
Run Full Duration:
When Placed Talent Start
Looking for Next Assignment:
Average Monthly Phone Calls from
Staffing Recruiters:
5 Stats to Know About the Talent Journey that I Couldn’t Fit Anywhere Else
44% of candidates can’t name a
single staffing firm brand from memory.
Awareness:
Half of job candidates who are referred to you will still vet your firm through a Google search or online
reviews
Consideration:
Rehire:Referral:
Offer:
Average rehire rate for staffing firms in the survey was just
25%
91% will encourage others to use your firm if they have a good
experience.
78% will accept a salary 5% lower than their minimum
if they read positive
reviews online about the company.
© 2015 CareerBuilder and Inavero. All Rights Reserved.
How Clients Buy Staffing ServicesFinding and Landing New Accounts
© 2015 CareerBuilder
A Quick Game of Name that Basic Cable Channel
Getting the Meeting Hinges on Adding Tangible Value
33% more likely if you have a specific candidate to share
22% more likely if you have hiring or salary data to share
ORImage: © Dreamstime.com
Understanding What Clients Really Think Is Key to Success
Image: © Dreamstime.com
Referrals and Online Resources Top Ways Employers Find Staffing Firms
5 Buying Trends to Follow:• 64% of decisions regarding what
staffing firm to use are made by more than one person,
• The average person researches 3 types of sources about a particular firm,
• 61% claim some form of referral influenced who they considered,
• But 4 in 5 who get a referral still vet the firm through at least one other source, and
• Online sources have increased significantly – especially with younger buyers.
Education and Data are Critical to Your Sales Success
67% more likely to be trusted than
sales reps and 9x more trusted than
marketing
% Dissatisfied
Mobile Interactions for Staffing Clients Continue to Rise
Smartphone Ownership
27% of client interaction with staffing firms happens away
from desktop and 57% develop a negative perception of the firm if
site is not mobile-ready
Tablet Ownership
Image: © Dreamstime.com
Image: © Dreamstime.com
© 2015 CareerBuilder and Inavero. All Rights Reserved.
The Service PlaybookHow Top Firms Ensure a Consistently Exceptional Experience for Clients
© 2015 CareerBuilder
The Staffing Employment Story is Strong for Our Industry
But That Doesn’t Necessarily Mean Everyone Loves Working With Us
Image: © Dreamstime.com
So What Are We Doing Wrong?
The Part of The Service Delivery Equation Many Firms Undervalue
REMARKABLE PROCESS
REMARKABLE PEOPLE
REMARKABLE EXPERIENCE
Image: © Dreamstime.com
What Is the ‘Left Turn’ in Your Process?
90% of UPS driver turns are to the right,
because:• It helps save them
over 1 million gallons of gas a year, and
• Left-hand turns are 3x more likely to result in a deadly crash with a pedestrian.
Image: © Dreamstime.com
Pre-Order Process to Maximize Client Satisfaction
4 in 10 Clients Say This Doesn’t
Happen
Image: © Dreamstime.com
Candidate Submission Process to Maximize Client Satisfaction
More than 20% of clients say this doesn’t
happen
Image: © Dreamstime.com
Who’s More Likely to Get the Sales Person Placement?
Post-Placement Process to Maximize Client Satisfaction
Issue Resolution is a Key Step in the Process
Image: © Dreamstime.com
You Define Your Brand by How You Respond when Things Go Wrong
Man Has 29 Miley Cyrus Tattoos Removed, Proving That Everyone Makes Mistakes
The Moral: Just Because Something was a Good Idea Once, Doesn’t Mean it is Now
1. Talent are in control now, not us.2. We need to focus on how we do things as much as on what we
do, and3. Our reputation is our most valuable asset.
It’s a Good Time to be in Staffing, but Don’t Lose the Race Because You’re Too Busy Celebrating
© 2015 CareerBuilder and Inavero. All Rights Reserved.
QUESTIONS?
© 2015 CareerBuilder & Inavero. All Rights Reserved
CONTACT ERIC:
egregg@inavero.com
(503) 542.3332
www.linkedin.com/ericgregg
ADDITIONAL RESOURCES:
www.opportunitiesinstaffing.com
www.inavero.com
www.bestofstaffing.com
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