Solution: Recruitment Process Outsourcing

Less Than Two in 10 Job Seekers Rate Their Recent Recruitment Process Experience as Excellent

Posted on by jpatel

PeopleScout’s latest research reveals hard truths about candidate expectations versus the reality of their experiences  

CHICAGO–January 25, 2023 – Today’s job market is experiencing a clear disparity between candidate expectations and the reality they face when searching for and applying for jobs, according to a recent report by leading recruitment process outsourcing provider PeopleScout, a TrueBlue company. Survey findings showed that less than two in 10 candidates would rate their experience as “excellent”—a clear indicator that expectations for their job search are not being met by employers. The global research report, Inside the Candidate Experience, surveyed over 2,400 job seekers and analyzed 217 companies around the globe to see how employers stacked up against candidate expectations.  

Technology, social media and lightning-fast consumer experiences have driven job seekers to expect seamless, quick, digital-first experiences. For employers to succeed in this market, they must deliver the same intuitive and personalized experience. For example, survey results showed that two-thirds of candidates use social media to research companies during their job search. Yet, a third of employers are not consistently posting career-related content to their social channels.  

Job seekers also showed a desire to make an emotional connection with prospective employers. The study revealed that an organization’s mission, purpose and values are top considerations for candidates when deciding whether to apply for a job. Yet less than half of organizations include this information on their career site. Also, 35% of employers do not feature real employees in their recruitment material.  

In addition, candidates want to know that applying to an organization is worth their time and effort. Of those surveyed, 21% of candidates said lack of information regarding next steps would make them likely to drop out of the process after applying, but less than two in 10 employers provided candidates with those details. Plus, only 30% of employers clearly stated that adjustments were available for candidates with disabilities prior to starting an application. 

“In my conversations with talent acquisition leaders, it’s clear organizations understand the importance of the candidate experience, yet our research reveals that employers have a long way to go to meet candidates’ expectations,” said Simon Wright, PeopleScout’s Head of Global Talent Advisory Consulting. “PeopleScout strives to make the recruitment process as seamless as possible for both parties, and our hope is that this serves as a rallying cry for employers to get serious about making improvements to their candidate experience, especially as hiring has become so challenging.”   

Download PeopleScout’s full report here for more survey findings and actionable insights for employers. 

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1-253-680-8291 

Inside the Candidate Experience: 3 Revelations from Our 2023 Report

Posted on by akessler

By Simon Wright, Global Head of Talent Advisory

When it comes to applying for and accepting new jobs, candidates have more options than ever before. Companies with poor candidate experiences will lose out on the top talent as employers battle for the best prospects.

So, how does the average candidate experience stack up against candidate expectations?

According to PeopleScout’s most recent research, less than two in 10 candidates rate their experience as excellent.

For the Inside the Candidate Experience 2023 Report, we used our proprietary Candidate Experience Diagnostic to audit the candidate journeys of over 215 organizations worldwide. Then we compared this to data gathered via a global survey of over 2,400 job seekers.

Research report

Inside the candidate experience 2023 report

Read the report

The findings reveal a significant gap between candidate expectations and the reality they face while looking for jobs, gathering information to support their decision, and applying.

Here are three surprises from our research:

1. Less than half of employers show information about the organization’s mission, purpose or values on the career site

Yet, they’re in the top considerations for applicants when deciding to apply.

Your takeaway:

Candidates want fulfilling employment and a company that upholds their values—especially Gen Z and Millennial workers. In fact, one in five Millennials state that an organization’s goals and mission are their top priority when considering a job. By not featuring this information on your career site, you’re passing up an opportunity to create an emotional connection with your candidates.

2. Just half (53%) of organizations provide an opportunity for candidates to register their interest or to sign up for job alerts

Even fewer (39%) prompted candidates to join a talent community.

Your takeaway:

Modern job seekers are more sophisticated than ever and are looking to grow a career, not just apply for jobs transactionally. In fact, on average nine months goes by between a candidate engaging with an employer and applying for a job. Maintaining a talent pipeline lets you build a relationship with your talent audience and ensures you get the best talent, not just those who are looking at the time a vacancy arises.

3. 44% of organizations did not provide an opportunity for candidates to give feedback on their experience

Plus, men are more likely than women to be aware of opportunities to provide and receive feedback during the recruitment process.

Your takeaway:

This is a major oversight for many organizations. If you’re not leveraging surveys to gather feedback from all of your candidates, you are passing up valuable insights that might help you enhance your employer brand, lower attrition and shorten your hiring cycle.

The candidate experience is a hot topic, and most talent leaders I speak with appear to recognize the value of improving the candidate journey. However, this research demonstrates that organizations still have work to do to live up to the standards of today’s job seekers. My hope is that our recent findings will mobilize talent acquisition teams to put real action behind their words and make bold moves to improve their candidate experience and speed up the pace of progress.

To get the full research and more actionable insights, download the Inside the Candidate Experience 2023 Report.

The Future of Work: 4 Key Factors That Will Shape the Workplace by 2030

Posted on by akessler

It’s no secret that the labor market has been volatile over the last several years, and talent acquisition teams have experienced a multitude of highs and lows. In our capacity as trusted advisors, PeopleScout analyzed patterns in global workforce trends to help our clients create informed strategies for future-proofing their workforce by examining how these patterns may affect their workforce. While we can’t predict the future of work, we think there are four key factors will shape the world of work over the next decade.

1. Flexibility

Flexibility is here to stay, and it will apply to everything from where and how we work to the roles we do and who we do them for. There will be no hard and fast rules about working hours and shifts in the future.

As life becomes increasingly characterized by change, employees will need to be agile—always ready to reskill. Learning becomes a constant, and we may even find ourselves counting AI robots as our trainers and mentors.

Flexibility and upskilling will manifest differently from generation to generation, so organizations must facilitate working arrangements for different demographics. Over the next decade, the generation gap will widen and then gradually close as Baby Boomers begin to settle down to retirement by blending work and leisure. Millennials and Gen Z will bring their progressive perspectives to work.

10 Predictions for What’s NEXT in the World of Work

DESTINATION 2030

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2. Fluidity and the future of work

Globalization will enable much more cross-border, cross-company collaboration. Project teams will be established based on all sorts of factors, not just who’s in what department or which location. People will work with talent from all sorts of specialities as they move from project to project.

Technology helps to support our wellbeing as the lines between work and home become more blurred. But with new technologies come new laws, so security and compliance will also be strategically important, especially for organizations working at the cutting-edge of innovation.

3. Focus 

future of work

Organizational culture will become more important than ever before as people make career choices based on ethics, values and purpose above things like pay and benefits. More and more employees will choose to work for organizations that have a clear purpose and are committed to working in the most ethical, sustainable and socially responsible ways.

Technology also plays a role here, in helping people focus on the work that matters to them as automation takes over the mundane tasks. However, more AI and machine learning will make some roles redundant and create many others—generating even greater demand for technical, analytical and digital skill sets across sectors.

4. Forward-thinking and the future of work

Organizations will continue to compete when it comes to creating innovative new technologies and using those technologies in the most creative ways. But they’ll also be happy to pool some resources to create a better future for everyone. 

Issues like equality and climate change will continue to grow in importance, forcing organizations to find new and better ways of making social and environmental improvements at speed.

Onward, Upward and Who Knows Where the Future Workplace Will Go

You may feel more prepared for some changes more than others as we approach 2030, but it’s safe to say that there will be plenty of surprises that will require creative thinking in order to stay resilient.

PeopleScout will be on the journey with you to support, challenge and inspire you—no matter what the future holds.

To learn more about how we came to these predictions and see our research findings, check out our Destination 2030 white paper.

Creating an Effective Employer Brand for Volume Hiring 

Posted on by akessler

It’s no secret that job vacancies continue to outnumber job seekers.  But what many employers focused on volume hiring don’t realize is that they already have one of the most effective tools for out-recruiting their competition at their disposal: their employer brand.

Investing in your employer value proposition (EVP) and employer brand is one of the best ways an organization can differentiate and attract the volumes of candidates it needs without compromising on quality-of-hire. In this article, we share ways to make your employer brand work harder for your volume hiring needs.

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Employer Brand vs Consumer Brand        

At PeopleScout, we define employer brand and EVP as follows:

  • Employer brand: Your employer brand is the perception and lived experiences of what it’s like to work for your organization.
  • Employer value proposition: Your employer value proposition, or EVP, captures the essence of your uniqueness as an employer and the “give and get” between you and your employees.

When an organization’s brand is well-known, there is frequently an overlap in sentiment between the consumer and employer brands in the minds of the general public. What candidates expect from you as consumers will be very different from what they’re looking for as potential employees.

Your employer brand should showcase the characteristics that make a company a great place to work, as well as the benefits, career growth opportunities, work-life balance and company culture that help you attract and retain talent.

Understand Your Audience & Tailor Your Content

The key to an effective employer brand is to know your audience. Zero in on who your ideal candidates are by looking at the most successful employees in each role. Are there similarities in their work experience, motivators or personalities? For example, we helped a telecoms client create candidate persona profiles for their contact center and found that many of their longest tenured employees were previously employed in beauty salons. These employees were applying their previous customer service experience to their phone and online customer interactions.

By shifting the mindset from getting candidates with previous call center experience to getting applications from candidates with past customer service experience in salons, restaurants and hotels, we were able to help the client increase offer acceptance and reduce attrition.

Similarly broadening your target audience will help you hire at scale in today’s tight market, and understanding who is most successful in a role—what makes them tick, what motivates them—will help you lean into the aspects of your employer brand that will be most meaningful to them. That could mean playing up your flexible work shifts, growth opportunities or your organizational values.

Create a Positive Candidate Experience

Even if you receive an influx of applicants for a role, don’t sacrifice the candidate experience. Word of mouth is still alive and well, and candidates have no problem sharing their experiences (especially negative ones) on social media.

Investing in CRM tools to introduce more personalization into your candidate communications can boost your candidate experience. Look for tools with texting and SMS capabilities to reach candidates where they already are. Texting is often more accessible for many hourly job seekers who are more likely to rely on their mobile devices for job searches and internet access.

Automating your screening and interview scheduling processes via text helps free up time for your recruiters and hiring managers to connect one-on-one with candidates and hold meaningful conversations that improve the candidate experience.

Your recruitment process should leave every applicant, regardless of whether they get a job with you, with a positive impression of your organization. Candidates are often your customers, and the last thing you want is for your candidate experience to negatively impact your consumer brand reputation. An exceptional candidate experience is essential not only in engaging the talent you need today, but in establishing a strong employer brand that will serve you well into the future.

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Want more tactics for high-volume recruitment? Check out our ebook, 9 Strategies for Solving High-Volume Hiring Challenges.

Recession, Recruiting and Resilience: Creating Opportunities for Workforce Planning Success

Posted on by akessler

With signs pointing toward a global recession, employers are preparing their workforces for what’s to come. This may mean cutting back on their investment in talent acquisition, delaying HR projects or even reducing their workforce.

While economic uncertainty can lead to difficult decisions for employers, it’s also important to recognize the opportunity it provides. This may be the perfect time to assess the resilience of your workforce and invest in workforce planning to make it fare better in the long run.

Is your talent acquisition program resilient enough to weather the storm? Here are four questions to ask to find out where you stand.

1. Is your employer brand and EVP still relevant?

If you haven’t updated your employer value proposition (EVP) in the last 18 months, it’s probably out of sync with the market and what candidates want. Now is the time to sense check if it’s relevant in 2023 and beyond. Does your employer brand work for a remote and hybrid workforce? Is it an authentic reflection of what you have to offer your employees?

Even if you’re not planning to hire actively in the near future, employer branding is also important for retention. Auditing and updating your brand will help you retain your current talent and ensure you’re ready to attract top talent in the future.

2. Is your hiring process working for remote and hybrid employees?

At the start of the pandemic, if you shoehorned your old in-person hiring process into your new hybrid or remote work reality and never looked back, it’s time to assess whether that’s really working for you. Remote work often requires a different set of skills than office-based work. Is your current process helping you assess those skills to achieve the quality-of-hire you need?  

Review the competencies and behaviors you need for each role to ensure they’re relevant for hybrid or remote employees. Now is the time to update job ads and evaluate your assessment process to ensure they are in tune with the success factors that drive your business now—instead of those that drove success pre-pandemic.

3. Are you achieving your DE&I recruitment goals?

While you may not be actively hiring, now is a good time to engage with diverse communities to ensure candidates from underrepresented backgrounds make up a significant portion of your talent pipeline when you’re ready to ramp up hiring again.

Increase your visibility in diverse communities via campaigns or event sponsorships. Look into your diversity analytics to understand what’s working and what’s not when it comes to sourcing and hiring your target audiences.

4. Is it time to consider RPO?

Now is the time to re-evaluate how you’re going to market for talent, whether via an internal talent acquisitions team, staffing agencies, recruitment process outsourcing (RPO) or a hybrid model. Work with your procurement partner to scrutinize your spend and evaluate your options to streamline and minimize risk—including standardizing with one global RPO partner.

Just because you’re not hiring at the same volume you were before, doesn’t mean outsourcing is out of the question. Recruiter On-Demand or project RPO engagements offer flexible solutions for targeted hiring needs. An RPO partner can also offer value-added talent advisory services like market insights, employer branding, assessment services and more. Plus, once engaged, your RPO partner will be on tap to hit the economic recovery running and scale up for your hiring surge.

An economic slowdown is not the time to put your talent acquisition strategy on the back burner. Use this time to take stock and get prepared so you’re ready to bounce back faster. You’ll be able to beat your competition and create a resilient workforce that’s ready for whatever the future has in store.

Want more insight into the future of work? Check out our ebook, Destination 2030: 10 Predictions for What’s NEXT in the World of Work.

PeopleScout Jobs Report Analysis – December 2022

Posted on by nfuqua

U.S. employers added 223,000 jobs in December, beating analyst expectations. The growth came despite rising interest rates aimed at slowing the job market. The unemployment rate dropped to 3.5%. Year-over-year wage growth fell to 4.6%.

jobs report infographic

The Numbers

223,000: U.S. employers added 223,000 jobs in December.

3.5%: The unemployment rate fell to 3.5 percent.

4.6%: Wages grew 4.6% over the past year.

The Good

December’s jobs report shows evidence the Federal Reserve’s strategy of increasing rates to provide a “soft landing” for the U.S. economy may be working. So, what would look like bad news in almost any other year is actually good news.  

The 223,000 jobs added to the economy is the smallest increase in the past years, as the Wall Street Journal reports, but it is still a healthy pace of job growth. Additionally, year-over-year wage growth slowed to 4.6%. Wage growth has remained stubbornly high over the past two years, and economists feared it could contribute to high inflation. December’s report helped allay some of those concerns.

The Bad

Though December’s job report was generally taken as good news, there are still some signs of unwanted weakness. As MarketWatch reports, layoffs in the technology sector are making an impact in the report. The business and professional services sector, which covers many tech roles, posted a decrease of 6,000 jobs. Additionally, while the labor force participation rate did increase in December, it still remains below prepandemic levels. This continues to contribute to the ongoing labor shortage.

The Unknown

Economists say that the slowing growth in December’s report will likely cause the Federal Reserve to slow the pace of interest rate increases aimed at slowing inflation. As the New York Times reports, the S&P 500 rose 2.3% with the release of the report. Investors have been eager for fewer and smaller interest rate increases. The Federal Reserve meets next on January 31.

Talking Talent: Vanity Metrics vs. Sanity Metrics in RPO

Posted on by nfuqua

In this episode we’re talking about how to determine which metrics you should use to drive and define success in your RPO program.

At PeopleScout, we like to say there are two kinds of metrics—vanity metrics and sanity metrics. Vanity metrics are the numbers that may look great on paper, but fail to tell the full story of what is happening in your talent program. Vanity metrics may make you feel successful. Sanity metrics actually make you successful. So, how do you tell the difference?

Joining us to discuss is Stephen Carlson, vice president of client delivery at PeopleScout. In this conversation, Stephen shares why some the typical metrics that you’re tracking are actually vanity metrics. He outlines how you can dig deeper to find the right metrics within your program to identify opportunities for improvement and take action.

Stephen shares real-world examples from PeopleScout clients who were hitting their talent goals but knew they could be doing more. By taking a deeper look at the numbers, they were able to elevate their programs to the next level. Stephen gives tips to help you start the conversation and work with your RPO provider to better understand your program data.

Heading into 2023 with uncertain market conditions and the potential for fluctuating hiring volumes, defining and tracking your sanity metrics can help you better respond to and weather changes in the market. For example, if you anticipate having fewer job postings but more applicants in 2023, you likely need to adjust how you move candidates through the process. Stephen explains how to look at the right data to enable quick and effective changes while maintaining an efficient process and engaging candidate experience.

[On-Demand] How to Build an Agile Workforce for Scale and Demand

Posted on by akessler

[On-Demand] How to Build an Agile Workforce for Scale and Demand

Employers today are dealing with more than just a tight talent market, increased turnover and rising wages; the world of work has permanently changed —and so have candidate expectations. The demand for total talent has become more dynamic, and employers are leveraging seasonal and project-based hiring to reduce the time to mobilise internal and external workforces.

Watch this on-demand webinar in partnership with HR Exchange Network to get a real-life case study on agile hiring solutions that combine candidate experience, talent acquisition technology and dynamic insights-led sourcing, which are aligned to future workforce plans.

Talent Consulting and Strategic Sourcing Support for Business Critical Roles

Posted on by edyson
Talent Consulting and Strategic Sourcing Support for Business Critical Roles

Talent Consulting and Strategic Sourcing Support for Business Critical Roles

PeopleScout helped this waste disposal company source, attract and hire drivers, administrative roles and technicians with RPO, recruitment marketing campaigns and compliance support.

16,000 annual hires targeted
957 offers made over two career day events
38 % improvement in key SLAs in just 30 days

A leading waste disposal and environmental services company faced significant challenges sourcing, attracting and hiring talent for vital full-time frontline roles including CDL drivers, technicians and administrative roles.

Scope and Scale

As a result of continuing skills shortages in high-demand roles, the client found it increasingly difficult to source talent with the required skills, credentials and experience to fill business-critical roles. The client required a full-cycle RPO solution to support its internal team in making 16,000 annual hires across North America. What’s more, the client sought a consultative partnership with ongoing strategic guidance and best practice implementation across the client’s talent sourcing program.

Situation

PeopleScout has partnered with the client for nearly 14 years supporting full-cycle, end-to-end roles and recently, the client required additional support for partial-cycle hiring. PeopleScout deployed a flexible RPO solution to source and deliver a continuous slate of qualified candidates into the client’s talent pipeline. PeopleScout also provides the client with recruitment marketing support, detailed talent market insights and expertise on program compliance.

Solution

  • PeopleScout’s team executes talent sourcing strategies, provides guidance on how to tap into talent channels and helps the client develop grassroots recruitment marketing campaigns to reach the right candidates.
  • PeopleScout developed a custom SLA dashboard and performance reporting via Affinix Analytics which highlights roles that aren’t getting as much traction and optimizes channel usage and ad spend accordingly.
  • With the additional scope, PeopleScout ramped up its team of 47 to 284, with specialized global support spanning India, Poland, UK and the U.S.
  • PeopleScout Talent Advisory team conducted a two-phased research project, including an exhaustive candidate persona framework based on interviews with the client’s current employees, for insight into their talent audience to develop highly targeted creative and messaging.
  • PeopleScout created a new employer branding and recruitment marketing strategy, and dedicated marketing experts from PeopleScout manage all the client’s social media accounts.

Results

  • PeopleScout’s team finds qualified candidates in niche skill sets despite challenges presented by the COVID-19 pandemic and resulting talent shortages.
  • PeopleScout’s full-cycle RPO solution targets an average of 16,000 annual hires for extremely difficult skill sets, improving business outcomes across the enterprise.
  • Implemented new channels including Indeed, Appcast, geofencing, social media and more which allow the team to instantly post jobs to multiple job boards at one time.
  • After just 30 days of launching the SLA dashboard, the client saw a 38% improvement in SLAs including the interview-to-offer ratio, candidate outreach timeframe and offer extension timeline.
  • PeopleScout helped with the planning and execution of two career day events with over 1,900 attendees and 957 offers made, resulting in two of the best career day events the client has ever had.

At a Glance

  • COMPANY: Waste disposal and environmental services company
  • INDUSTRY: Utilities, Environmental Services
  • PEOPLESCOUT SOLUTIONS: Recruitment Process Outsourcing, Talent Advisory, Affinix
  • ANNUAL HIRES: 16,000
  • ABOUT THE CLIENT: As a leading waste disposal company in North America, this organization has over 45,000 employees supporting over 20 million residences and businesses with their waste and recycling needs.
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Labor Market Trends Impacting Customer Service Hiring 

Posted on by akessler

In today’s tumultuous labor market, where some industries are slowing down, customer service hiring is still challenging across financial services, utilities, hospitality and retail. Organizations in these sectors often find themselves competing on customer experience, which is being impacted by the lack of staff.  

A consumer survey from PwC shows that the four most important factors for an exceptional customer experience are speed, convenience, knowledgeable help and friendly service. The key to excelling in these factors is happy, engaged employees. Organizations with highly engaged workforces are 21% more productive, outperform competitors by 147% and have customer loyalty rates 233% higher than companies without engaged employees. 

How can companies achieve this kind of success when they are struggling to fill their customer-facing vacancies? Talent acquisition leaders are getting creative to recruit and retain customer service and call center talent. Here are three trends in how companies are adjusting their approach to hiring and engaging a customer-focused workforce.  

Trend 1: Hiring for Potential 

As customer expectations have changed, so have the skills needed for top customer service talent. We recently conducted a poll in which talent leaders indicated that soft skills related to emotional intelligence are highly sought after. 

The most desired skills for customer service recruiting are communication, empathy and relationship building.

We’ve worked with several of our clients to implement a culture-centric approach for attracting talent. Instead of assessing candidates based on previous work experience, we advise evaluating based on whether they possess the right skills, values and behaviors to be successful in the role. We’re reimagining interviews and assessments to be more focused on soft skills and purpose as we help talent leaders and hiring managers embrace candidates coming from outside of their industry.  

Trend 2: Expanding Talent Pools  

With job openings outnumbering job seekers, organizations across sectors find themselves getting creative as they try to expand their talent pool. For some, this means looking into new talent audiences, like underrepresented group or military veterans, and putting programs in place such as apprenticeships to future-proof their talent pipeline.  

For many companies, the growth of remote work means that they’re looking outside of their physical call center locations to candidates across the country and even expanding to new countries. This requires an adjustment to your talent acquisition strategy to ensure your employer brand and recruitment processes are ready to handle dispersed talent.  

Trend 3: Adapting to Remote Work 

Remote work is impacting more than just where talent comes from, it also affects how organizations onboard and engage their staff. As some countries are experiencing a cost-of-living crisis, customer service representatives are fielding queries from vulnerable customers which can be especially draining. Talent leaders are getting creative in how they connect with staff to ensure a sense of belonging and wellness—regardless of where the employee is working.  

Some contact centers have even adjusted their operational structure to work in “pods” which ensures agents—both in the office and remote—get the support they need to solve customer queries efficiently. Before, managers and team leads could walk around the call center floor and see when agents looked stressed. Remote working has made it harder to monitor employee wellbeing. Customer-focused leaders are investing in employee wellbeing, from training managers to catch the signs of burnout to offering wellbeing support programs.  

These are just a few of the labor market trends that are impacting how companies hire and engage talent. Clearly, organizations are finding creative and bold ways to invest in their employees to maintain a resilient and customer-focused workforce.  

9 STRATEGIES FOR SOLVING HIGH-VOLUME HIRING CHALLENGES

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