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LASTING IMPRESSIONS:
CANDIDATE INTERVIEW TO OFFER
DECEMBER 12, 2017
Welcome!
Kevin W. GrossmanPresident, Global ProgramsTalent [email protected]@KevinWGrossmanwww.linkedin.com/in/kevinwgrossman
12/12/2017 Copyright © 2017 Talent Board 3
Thank You!
CandE Global Platinum Sponsor
12/12/2017 Copyright © 2017 Talent Board 4
About Talent Board
Talent Board is the first non-profit research organization focused
on the elevation and promotion of a quality candidate experience.
Founded in 2011 as a 501(c)(3) corporation, Talent Board, the Candidate Experience
Awards benchmark program and its sponsors are dedicated to recognizing the
candidate experience offered by companies throughout the entire recruitment cycle and
to forever changing the manner in which job candidates are treated globally.
Benefits of Research Participation
12/12/2017 Copyright © 2017 Talent Board 5
Employers enjoy the following CandE benefits:
• Confidential research program for employers and candidates.
• Comprehensive aggregate benchmarking data.
• Industry recognition for employers with highest positive candidate ratings.
• Access to industry peers and experts on candidate experience.
2018 CandE Benchmark Program opens March!
• REGISTER TODAY by visiting: http://www.thetalentboard.org/cande-awards/how-to-apply/
• Deadlines:
• North America: August 10, 2018
• EMEA: November 1, 2018
• APAC: November 1, 2018
2016 Candidate Experience Research
2017 Candidate Experience Research
Copyright © 2017 Talent Board12/12/2017
North AmericaCompanies: 200
Candidates: 180,000CandE Winners: 50
EMEACompanies: 75
Candidates: 25,000CandE Winners: 15 APAC
Companies: 25Candidates: 16,000CandE Winners: 10
6
12/12/2017 Copyright © 2017 Talent Board 7
2017 North American CandE Winners
SCREEN/INTERVIEW
• Video interviewing a top five recruiting
technology investment for 2017/2018.
• Nearly 70% of employers implemented a video
interviewing platform in 2017
• However, only 13% of candidates actually took
part in a video interviewing in 2017
• Employers leveraged more cultural fit
assessments and job simulations in 2016 –
down again in 2017
9
Technology Impacts
Copyright © 2017 Talent Board12/12/2017
• In 2017, 52% of candidates didn’t hear back
more than two months after applying to jobs
• Only 28% received an email or phone call
notifying them they weren’t considered for a job
• Most companies don’t survey unqualified
candidates and only 4% ask for any feedback at
all
• Many hiring managers don’t provide much
feedback (if any)
• Nobody is mandated to contact candidates after
they’ve applied
10
Stakeholder Impacts
Copyright © 2017 Talent Board12/12/2017
12/12/2017 Copyright © 2017 Talent Board 11
Interview Prep and Communication
37%
13%
47%
19%
11%
30%
14%
15%
16%
19%
10%
3%
20%
5%
5%
9%
2%
3%
3%
59%
0% 10% 20% 30% 40% 50% 60% 70%
A detailed agenda provided in advance of the interview.
Provided an updated, printed agenda at the interview…
Interviewer names and background info provided prior.
A campus/facility tour provided during the interview…
Video information, tools and instructions provided…
Escorted between each interview event.
Provided job fit and candidacy status feedback…
Provided process, etc., and follow-up promise…
Travel was fully coordinated.
None of the above.
1 Star 5 Star
Missed Opportunity
12
73%
11%
3%
35%33%27% 26%
82%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
No feedback given. General and limited valuefeedback was given.
Specific and thoroughfeedback was provided.
I was encouraged toapply again or for a
similar or another job.
1 Star 5 Star
Not Selected After Interview
Copyright © 2017 Talent Board12/12/2017
Missed Opportunity
Better Experience
13
85%
8%3% 1% 3%
36%31%
16%
5%12%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
No: I was neverasked.
Not Sure: I don'tremember.
Yes: I was asked torelate my overall
experiences later inthe recruiting
process.
Yes: I was invited toshare my impressionsabout the interviewprocess before any
next steps.
Yes: I was invited toshare my impressionsabout the interviewprocess during the
interview.
1 Star 5 Star
Asked for Feedback After Interview
Copyright © 2017 Talent Board12/12/2017
Missed Opportunity
Better Experience
• Foster culture of total team involvement —
recruiting, marketing and preparation
• Communication frequency and openness are
crucial — over-communicate
• Preps candidates for the interviews including
interviewer background information
• Closure is one of the best gifts you can give
candidates – and advise for the future
14
What CandE Winners Do Better
Copyright © 2017 Talent Board12/12/2017
• Became a super user of video interviewing technology
• Video interviewing provides candidates more flexibility and better experience than phone interviews
• Provides consistency and branding of communication content
15
What CandE Winners Do Better
Copyright © 2017 Talent Board12/12/2017
1. Next Steps and Follow-up
2. Be Clear and Concise: Fairness
3. Screen with Assessments
4. Acknowledgement and Closure
5. Communication and Feedback
16
What CandE Winners Do Better
Copyright © 2017 Talent Board12/12/2017
17
CandE Interviewing
Copyright © 2017 Talent Board12/12/2017
Screen with Assessments
(Job Simulation, Culture Fit and more) Prepare
Candidates for the
Interview Process
Do Your Best to Adhere to
the Interview
Schedules!
Offer Immediate Feedback
and Ask for Feedback
Expectations on Next
Steps Post Interview
Keep Relationship
Building with Future
Fit and Silver Medalists
Always Give Closure to
All Candidates
OFFER/ONBOARDING
• Onboarding systems help automate before day
one and help candidates complete paperwork
and introduce them to peers
• Onboarding systems are a top 10 recruiting
technology investment in the next year
• Automated feedback processes asking new
hires to rate their candidate experience before
and after onboarding a differentiator
19
Technology Impacts
Copyright © 2017 Talent Board12/12/2017
• Strengthen personal bonds with new hires by
extending a verbal offer prior to the written offer
• Send offer letters promptly -- nearly 1/3 of
candidates who had an overall poor experience
received their offer letters four or more weeks
after their final interviews
• Conduct credit reports, security verifications and
drug tests before day one so they can hit the
ground running
20
Stakeholder Impacts
Copyright © 2017 Talent Board12/12/2017
21
6%9%
4%
70%
14%
24%
3% 3%
30%
40%
0%
10%
20%
30%
40%
50%
60%
70%
80%
Yes: A recruitingexperience survey
was completed priorto start date.
No: The recruitingexperience focus
group/debrief tookplace within first
few days of my startdate.
No: The recruiterfollow-up took placeseveral weeks after
my start date.
No: I was not invitedto provide feedback.
Not Sure: I don'tremember.
1 Star 5 Star
Feedback Before Start Date
Copyright © 2017 Talent Board12/12/2017
Better Experience
Missed Opportunity
• Implemented new onboarding navigation
team
• Provides central point of contact for new hires
• Launched new hire ambassador program
where new hire matched for first eight weeks
with at least one-year Comcast employee
22
What CandE Winners Do Better
Copyright © 2017 Talent Board12/12/2017
• Takes special care to let candidates know
where they stand at every stage of their
journey – especially the offer and onboarding
stage
• Considers the possibility that candidates may
be weighing more than one job offer so being
overly responsive is critical
23
What CandE Winners Do Better
Copyright © 2017 Talent Board12/12/2017
What CandE Winners Do Better
The Edge of Proactive Communication
24
What CandE Winners Do Better
12/12/2017 Copyright © 2017 Talent Board
25
CandE Offer/Onboarding
Copyright © 2017 Talent Board12/12/2017
Strive for Timely
Offers After Interviews
Prepare Candidates for the Hire
Process
Make Sure Hiring
Managers Contact New Hires Before Start Dates
Ask for Feedback
Before Start Date
Expectations on Next
Steps Post Hire
Use Onboarding System to Complete
Paperwork and Introduce
to Peers
Remember, You
Constantly Have to Re-Recruit to
Retain!
THE BUSINESS
IMPACT
46%
26%
10%
9%
11%
11%
9%
Time Disrespected During Interviews Process Took Too Long
Salary Didn't Meet Expectations Job Description Difference at Interview
Company Culture Not a Fit Poor Rapport with Hiring Manager
Poor Communication with Hiring Manager
27
The Business Impact – Withdrawal
Copyright © 2017 Talent Board12/12/2017
Missed Opportunity with 1-Star Candidates
In contrast, candidates who gave their experience a great 5-star rating only 1.4% left due to disrespect of time.
12/12/2017 Copyright © 2017 Talent Board 28
44%40%
12%
4%1% 1%
17%
82%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Definitely Not Unlikely Likely Extremely Likely
How likely are candidates to refer?
1 Star 5 Star
The Business Impact – Referrals
Missed opportunity
Better Experience
77%
61%
81%
67%
80%
66%
81%
66%
Positive Experience Negative Experience
Sharing Positive/Negative Experiences (Inner Circle)
2017 2016 2015 2014
29
The Business Impact – Inner Circle
Copyright © 2017 Talent Board12/12/2017
30
51%
35%
50%
34%
49%
33%
51%
34%
Positive Experience Negative Experience
Sharing Positive/Negative Experiences (Social Media)
2017 2016 2015 2014
The Business Impact – Social Media
Copyright © 2017 Talent Board12/12/2017
2% 6%
46%46%
74%
19%
7%
1%0%
10%
20%
30%
40%
50%
60%
70%
80%
Great CandidateExperience - IncreaseBusiness Relationship
Pretty Good Neutral Poor CandidateExperience - Severe
Business Relationship
How likely will candidates change relationship status based on their overall candidate experience ratings?
2017 - 1 Star 2017 - 5 Star
Missed Opportunity
The Business Impact – Relationship
Copyright © 2017 Talent Board 3112/12/2017
Better Experience
32
The Business Impact
Copyright © 2017 Talent Board12/12/2017
• A study conducted by Virgin Media — losing
more than $6 million annually in sales
revenues due to poor candidate experiences —
then turned it into a $7 million revenue
stream
• Many CandE Winners are today quantifying the
cost of a poor candidate experience, which can
be in the millions of dollars per year, and
incremental improvements can go a long way
to increasing revenue and referral networks
33
Counting the Cost Benefits
Copyright © 2017 Talent Board12/12/2017
…it’s all about improving the impact on the bottom line.
happy boss
In the end…
happy boss
Thank You! Questions?
Kevin W. GrossmanPresident, Global ProgramsTalent [email protected]@KevinWGrossmanwww.linkedin.com/in/kevinwgrossman