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How to break
the vicious
circle of volume
recruitment
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of volume recruiters are knowingly hiring the wrong people.
In a desperate bid to fill their frontline roles,
37%
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They are being
overwhelmed with applications for every role.
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receive 45% of
organizations per role 51-100
applications
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AND
receive 45% of
organizations per role 51-100
applications
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AND
receive 45% of
organizations per role 51-100
applications
10,001-20,000 applications
26% of
organizations
receive per year
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only of these applicants are likely to have the
right skills for the job.
12%
The problem is...
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Sound low?
37% 40%
$
Some people have strong customer service skills...
...and some are
great at selling
Only 12% have both
12%
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It’s like trying to find
needles in
a haystack.
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So it’s not surprising
that of recruiters are struggling to find the
right candidates.
62%
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29% said providing a
positive experience for each candidate is their biggest challenge...
of
recruiters
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29% said providing a
positive experience for each candidate is their biggest challenge...
of
recruiters
AND
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29% said providing a
positive experience for each candidate is their biggest challenge...
of
recruiters
AND
28% said it’s screening out
unsuitable applications.
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They are
stuck in a
vicious circle
of volume
recruitment.
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It all
begins with an
inadequate
recruitment
process...
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any valid assessment of a candidate’s ability or personality.
49% of recruiters do not conduct
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conduct structured interviews.
47%
And only
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of recruiters believe hiring the wrong person for the role is driving turnover.
31%
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They are
right…
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20-50%
57%
frontline staff have an annual turnover rate of between
of companies with
large numbers of
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High turnover has a
huge impact.
It’s bad for
everyone
involved.
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The cost implications are huge.
to replace an employee. $8,200- $16,300
48% of recruiters say it costs
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The pressure on
line managers will increase.
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Morale of the
remaining staff
will likely be
damaged.
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Staff who leave are likely to share their disappointment with their network.
Which means…
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The brand of
the company
will suffer.
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And recruiters need to start their job all over again.
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Imagine a recruitment process which allows
you to identify and select the best frontline staff
quickly and cost-effectively.
$
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They will
perform
better.
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Your recruitment
costs will go
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Your recruitment
costs will go
DOWN
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Your bottom line
will go
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Your bottom line
will go
UP
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Everybody
wins.
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Here are our top recommendations
The good news is that recruiters can break out of the vicious circle by improving their recruitment process.
3
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Start by deciding which competencies and traits are key to success in a role. Then you can target candidates who fit that profile.
The right combination is likely to include both customer service and selling.
If you recruit candidates who are at least ‘average’ in these two, you can then provide training to further up-skill them.
Match the key requirements of the role
with a candidate’s competencies.
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Review which assessments you’re
using – and when you’re using them.
There are two secrets to effective volume recruitment. One is to screen out unsuitable applicants as early as possible. The other is to create an efficient and consistent process that can be replicated in every location, so that local managers can make better quality and quicker hiring decisions.
If you use inconsistent selection methods across different sites, applicants of varying quality will be appointed.
Objectivity and consistency.
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Ensure the process is engaging
for candidates.
Recruitment is a rejection process as well as a hiring one – many organizations forget the impact this can have.
Providing candidates with feedback gives them something useful from the experience. It supports them in finding a suitable role in the future and it reinforces your employer and consumer brands.
In many cases your candidates will be your customers. Treat them like customers.
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Survey background In July 2013, Talent Q conducted a survey of 102 UK organizations that hire 200+ frontline staff each year in sales and
customer support roles. The survey was completed by senior level professionals, including managing directors and HR
managers, from organizations in the following sectors/industries: Professional Services, IT & Telecoms, Retail, Catering
& Leisure, Healthcare, Manufacturing & Utilities, Architecture, Engineering & Building, Sales, Media & Marketing,
Finance, Travel & Transport and Education.
Find out more about best practice volume recruitment in our whitepaper.
Stay in touch with us online
www.atrium.haygroup.com
@haygroup /company/hay-group /HayGroup