opportunities in staffing
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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
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
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
© 2016 CareerBuilder
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
© 2016 CareerBuilder
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
© 2016 CareerBuilder
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?
© 2016 CareerBuilder
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
© 2016 CareerBuilder
Preference for
permanent full-
time employment
Uncertainty of taking temporary employment
Keep your Talent Pipeline Engaged with the Right Messages
© 2016 CareerBuilder
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
1 in 5 Clients Believe our Industry is ‘Behind the Times’ on Technology
© 2016 CareerBuilder
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
© 2016 CareerBuilder
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
© 2016 CareerBuilder
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
© 2016 CareerBuilder
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
Smartphone Addiction Adoption Nears 100% – Now Its About Function
© 2016 CareerBuilder
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
© 2016 CareerBuilder
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!
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
© 2016 CareerBuilder
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.
Staffing Firm Recruiters Rate Higher than Internal Recruiters in Speed & Quality
© 2016 CareerBuilder
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
© 2016 CareerBuilder
-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
© 2016 CareerBuilder
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
© 2016 CareerBuilder
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
© 2016 CareerBuilder
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
© 2016 CareerBuilder
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
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