Opportunities in Staffing

16-05-02 © 2016 CareerBuilder

ACSESS 2016

Opportunities in Staffing

Presented by: Eric Gregg – Inavero Ross Levadi – CareerBuilder

Not All Sources of Information Should Earn Your Trust

Misinformed Celebrities…

Lindsay Lohan about the weather

Jaden Smith about global warming

Ron Artest about dieting

Kanye West about…..ANYTHING

…or spelling

It’s Not Just Celebrities – We Should Check Our Own Bias as Well

4,209 Job Candidates •  39% currently on an

assignment through a staffing firm

•  68% actively looking for a new job

•  53% in professional/IT/healthcare

1,351 Employers •  Independent online panel and

CareerBuilder database

•  38% > 250 employees

•  50% hire in professional/IT/healthcare

Opportunities in Staffing: The Largest Study of Its Kind in Staffing

Image: © Dreamstime.com Image: © Dreamstime.com

Staffing Firm

Attracting top Clients and Talent

© 2016 CareerBuilder 5


Referrals are King for Client Acquisition – but is Your Online Reputation Where it Should Be?

© 2016 CareerBuilder

51%$

31%$

30%$

29%$

28%$

27%$

24%$

23%$

16%$

13%$

9%$

8%$

7%$

5%$

0%$ 50%$

Professional$network$referral$

Firm’s$reputa?on$within$the$industry$

Staffing$firm’s$website$

Searched$for$the$staffing$firm$online$

Hired$firm$at$a$previous$job$

Online$reviews$

Personal$network$referral$

Proac?ve$recommenda?on$

Worked$with$firm$on$personal$job$search$

Firm's$sales$rep$

Social$media$

Online$ads$

Industry$tradeshows$and$events$

Tradi?onal$media$ads$

Resources(Used(to(Find(and(Select(Primary(Staffing(Firm(

62% S&ll Vet Your Firm Online:

40% Staffing firm’s website

37% Online reviews

35% Online search

11% Social Media

81% work

with more than 1

staffing firm

Share of Wallet – The Untapped Growth Engine for Your Firm


61% Better access to qualified talent

58% If one firm can’t fill order, another probably can

46% Broader industry experience

Top Reasons for Working with More than One Firm

Dissatisfaction and Stress Dominate Job Candidate Emotions, But Mobility Intention Remains High


56% Dissatisfied with current job situation

55% Will be working at new company in 12 months

48% Depressed about their job prospects

48% Stressed out over their job search

Talent Mindset & Mobility

The Majority of Talent will Consider Temporary Positions


83% if they have taken a temporary assignment in the past

49% Think firms are good bridge to permanent

employment

38% Think all firms are mostly the same

Would consider taking temporary

assignment

70%

What Drives the Decision to be a Temporary Employee?


Temporary by Choice

76%

Temporary by Need

24%

•  Higher dissatisfaction with job

•  Higher stress

•  More depressed about job options

•  3x as likely to feel in demand

•  Weighing multiple options

•  More likely to change in next 12 months

Understanding the Roadblocks to Taking Temporary Assignments


Preference for

permanent full-

time employment

Uncertainty of taking temporary employment

Keep your Talent Pipeline Engaged with the Right Messages


How to Keep Talent Engaged

93% New job opportunities

51% Salary trends for their position

49% Online training opportunities

48% Opportunities to interact with other talent

The Impact of Technology on the Staffing Industry


The Impact of Technology on Our Industry


1 in 5 Clients Believe our Industry is ‘Behind the Times’ on Technology


90%

Think it’s important for their staffing firm to have the most up-to-date technology

74% Think up-to-date

technology differentiates a

staffing firm

And Job Candidates Judge us Even More Harshly


Only 9% Think the staffing

industry technology use is ahead of the

times

•  Outdated website

•  Lacking mobile integration

•  Lack of communication through technology

Behind the Times Tech

92% Think it’s important for their staffing firm to have the most up-to-date technology

Online Staffing Sites on the Rise in Past Year – The Rise of Transparency in Staffing


17% 2016

Client

7% 2015

9% 2016

5% 2015

Talent

Online Staffing Model Utilization

Technology is both Helping and Hurting the Complexity of Job Searching for Candidates


Average job candidate uses 17different resources, during the job

search

•  Overall process has improved

•  Applications are easier to complete

•  Mobile applications have improved

•  Automated job alerts improved

•  Responsiveness has declined

•  Negative decline in human interaction

•  Applications have gotten longer

CTA Trip Tracker – Transparency and Setting Expectations


92%

Smartphone Addiction Adoption Nears 100% – Now Its About Function


62%$

60%$

57%$

46%$

45%$

39%$

34%$

0%$ 40%$ 80%$

View$open$jobs$similar$to$the$ones$I$have$open$

Request$recruiter/$account$manager$contact$

Check$on$the$status$of$open$orders$

Locate$the$branch$nearest$to$me$

Get$an$idea$of$the$rates$they$charge$

Learn$more$about$the$firm’s$industry$experNse$

Learn$more$about$hiring$trends/best$pracNces$

Ac#vi#es(Clients(EXPECT(to(be(able(to(do((Via(Mobile(on(Staffing(Firm(Websites(

Talent are Always ‘On’ and Your Engagement With Them Needs to Reflect That


85%$

67%$

64%$

41%$

28%$

0%$ 50%$ 100%$

Search$for$a$job$

Applied$to$a$job$

Responded$to$emails$about$a$job$I$was$interested$in$

Corresponded$via$text$message$with$someone$about$a$potenFal$job$

SubmiGed$a$Fmecard$

Ac#vi#es(Talent(EXPECT(to(be(able(to(do((Via(Mobile(on(Staffing(Firm(Websites(

Just Applied for a Killer Job!

The Remarkable Service Playbook for Staffing


How does the Staffing Industry Measure Service Quality?

25

A 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

HOW

Is Net Promoter Score calculated?

0 1 2 3 4 5 6 7 8 9 10

Detractors Promoters Passives

% 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 Score®

Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.

So What’s a Good NPS?

Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.

>70% (Worldclass)

>50% (Exceptional)

30% (Average)

0% (Bad)

62%

10%

54%

14%

35%

-1%

84%

-13%

66%

19%

11%

78%

55%

29%

75%

Client Satisfaction Scores Improve from 2014-2015 Lows

39%35%

32%27% 29%

21%27%

24%30%

25%

18%

8% 8%

-3%4%

-20%

0%

20%

40%

60%

2012 2013 2014 2015 2016

Promoters(9-10) Detractors(0-6) NetPromoterScore®

Maximizing the Satisfaction of Staffing Industry Clients


Ask questions to clarify the needs of the position

Follow up on your requests or issues within 24 hours

Set realistic expectations about any potential open positions

Pre-Submission

+69%

+53%

+50%

Candidates submitted were a good culture fit

Candidates submitted matched the position’s specifications

Checked in with you during candidate’s first week on the job

Submission

+61%

+57%

+51%

Checked in at least monthly throughout the assignment

Resolved any issues of the placed talent within 24 hours

Debriefed on placed talent’s performance at end of assignment

Post-Placement

+56%

+55%

+51%

Impacting Satisfaction Throughout the Process

Gap between NPS when action occurs versus NPS when action does not occur

Really Good Recruiters are Proactive, Skilled & Responsive

•  Be extremely responsive

•  Provide multiple candidates to choose from

•  Be proactive

•  Find talent they can’t find

•  Be trustworthy

•  Be slow to respond

•  Be aggressive with your suggestions

•  Misrepresent your talent

•  Underemphasize industry-specific trends

•  Underemphasize culture fit

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.

Who’s More Likely to Get the Sales Person Placement?

Staffing Firm Recruiters Rate Higher than Internal Recruiters in Speed & Quality


VS INTERNAL RECRUITER STAFFING FIRM RECRUITER

Understanding of team

Understanding of culture

Quality of Candidates

Responsiveness

Knowledge of current trends

Time to submit

Time to fill

✗

✗ ✗

✗ ✗ ✗ ✗

Experience of Applicants and Placed Talent Remains Stable in Canada


-34%-26% -25% -27% -30%

30% 33%

22% 24% 21%

-60%

-40%

-20%

0%

20%

40%

2012 2013 2014 2015 2016

ApplicantNPS® PlacedCandidateNPS®

Maximizing the Satisfaction of Job Candidates


Recruiter worked to get to know them as an individual

Set expectation about how best to communicate through process

Directed them to additional resources to help in job search

Application Phase

+64%

+57%

+56%

Had all of the tools needed to be successful in assignment

Position accurately described prior to starting the assignment

Checked in with you during first week on the job

Onboarding

+59%

+46%

+45%

Issues resolved in a timely manner during assignment

Any assignment changes were proactively communicated

Someone contacted them prior to the end of their assignment

Post-Placement

+60%

+57%

+47%

Impacting Satisfaction Throughout the Process

Gap between NPS when action occurs versus NPS when action does not occur

Without Active Re-Engagement, Talent Satisfaction Drops with Time


29%$

20%$

15%$

0%$

20%$

40%$

1$month$or$less$ 226$months$ More$than$6$months$

Decay&of&Talent&NPS&Over&Time&&on&Assignment&

Issues Arise with Talent – But Timely Resolution Matters More


17% of talent

have had an

ISSUE while on

assignment

Mismanaged expectations

Assignment ended unexpectedly

Mistreated by their manager

Type of Issue while on Assignment

45%

38%

25%

Over Half of Talent-Related Issues Go Unresolved


Within 12 hours

12 to 24 hours

24 to 48 hours

More than 48 hours

If Resolved, How Long did it Take?

31%

21%

14%

34%

63% of talent said their

ISSUE went

UNRESOLVED

Everybody Needs a Triage Plan for Service Recovery

Recognize Service Failure for What it Is – An Opportunity to Show Who You Really Are

40

How Not to Recover.

41

Which Would You Rather Be?

42

A Cautionary Tale of Failure to Evolve

Me, Circa 1983 – 2nd Grade

Take that, 2nd Grade Jimmy Bates

Seriously? It’s a 100 yard dash. You’re embarrassing yourselves

44

A Cautionary Tale of Failure to Evolve

Me, Circa 1984 – 3rd Grade

+16% Height

+27% Weight

Mike Ballard = Sneaky Fast


Thank you!

Recruiting & HR

Opportunities in Staffing