Improve Call Center Performance through Better Hiring: Five Key Strategies A Business Optimization White Paper

Size: px
Start display at page:

Download "Improve Call Center Performance through Better Hiring: Five Key Strategies A Business Optimization White Paper"

Transcription

1 Improve Call Center Performance through Better Hiring: Five Key Strategies A Business Optimization White Paper by: Kevin G. Hegebarth Vice President, Marketing HireIQ Solutions, Inc Cambridge Square, Suite C Alpharetta, Georgia T: E: W:

2 p , HireIQ Solutions, Inc. All rights reserved. No portion of this paper may be reproduced in whole or in part without the express written consent of HireIQ Solutions, Inc. All materials provided, regardless of form, are the exclusive property of HireIQ. HireIQ s products may be covered by one or more United States, European or other international patents or applications. All trademarks are the property of their respective owners.

3 p. 3 Introduction According to the United States Department of Labor, Bureau of Labor Statistics, nearly 2.5 million Americans were employed as customer service professionals (CSP). Further research, conducted by Paul Stockford of leading industry analyst firm Saddletree Research, indicates that the call center industry as a whole continues to add jobs at a fairly healthy pace. Some of this is replacement hiring filling jobs vacated through attrition but a large portion of it is through industry growth. According to Stockford, the industry saw a net gain of nearly 52,000 jobs in Business process outsourcers (BPOs) factored heavily in this growth as did companies that were created or expanded to support the Affordable Care Act (ACA). Irrespective of the catalyst, the act of sourcing, recruiting and hiring a CSP can be an expensive proposition. Industry estimates generally settle on a figure of $6,500 per hire but can range as high as $10,000 or more for highly specialized positions requiring lengthier training and onboarding. For a modestly sized center of say 500 agents that experiences the industry average turnover of 30%, this means 150 new employees need to be hired each year, just to replace those who have left. This results in an annual hiring cost to the organization of $975,000 or more. Other industry surveys suggest that, despite the extensive use of self- service technologies, CSPs are more important than ever. Customers today are better informed having often conducted their own research prior to engaging a CSP. Therefore, these kinds of interactions tend to be more complex requiring CSPs who possess excellent communication, language and critical thinking skills in order to deliver an exceptional customer experience. It s no longer enough just to be able to read a script and operate a computer at the same time. The hiring process is critical for both the company and the prospective employee. Improving its efficiency and effectiveness has proven to reduce hiring costs, reduce voluntary attrition and improve the overall operational performance of the center. This paper offers five strategies to help organizations get the most out of their CSPs by improving the hiring process. Cast a Wider Net Look for ways to increase the number of candidates that are brought through the hiring process. More choices generally mean better choices, presuming they can be acted upon in a timely fashion; otherwise they just overload the recruiting team. The more common sources of candidates include the company s careers page and employee referrals. Job boards such as CareerBuilder, Monster, Yahoo! Jobs and others can be effective as well. To reach passive job candidates those who may be

4 p. 4 looking for a job, but don t have a specific company in mind consider social media channels that are likely to be used by an ideal job candidate, such as Facebook, Pinterest, Twitter and LinkedIn. Sourcing analytics provide a valuable tool in identifying the best and most effective channels. However, companies need to look beyond just the quantity of candidates found and hired from each of these sources. Companies should also measure the quality- of- hire including tenure and on- the- job performance to identify the best- performing sources. Shorten the Decision Interval It can take as long as 35 business days that s 7 business weeks to source, recruit, screen and hire a new CSP. Add to this 4 weeks or so for onboarding and training and it can be several months before a new hire is as proficient as the CSP he or she is replacing. Unless this interval is factored into the center s staffing plan, it s likely that service levels and customer satisfaction will suffer. Part of that interval is spent waiting for results of background checks and drug tests, for example, but a significant portion of is also spent while the recruiting team works through the initial stages of the interview process. Look for ways to slash time, either through automation (see below) or by compressing steps. The following table is an example of a typical hiring process and shows how each step adds significant time to the overall process. Another factor at play is the length of time a job candidate will wait before a job offer as made. Many CSP candidates are probably also looking for employment elsewhere and will likely take the first offer that comes their way. Therefore, the longer it takes to make hiring decisions effectively reduces the quality of the hiring pool.

5 p. 5 Automate Early Stages of the Process Many companies have invested in Applicant Tracking Systems (ATS) to facilitate online applications and ensure each subsequent stage is successfully completed. There are other steps that could benefit from the application of technology as well. A telephone interview, primarily to gauge the applicant s communication and language skills, is a common early step in most CSP hiring. Recruiters may spend several days trying to reach applicants to complete this step and may never reach some well- qualified applicants. Using virtual interviewing technology early in the hiring process as a step that is automatically started immediately after completing and application, for example can substantially reduce the decision time while reaching passive candidates and reducing the cost of hire. In the example below, employing virtual interviewing technology reduces the hiring interval by 40% and reduces the cost of hire by 54%. This approach has the added benefit of increasing candidate engagement as well. Organizational research finds that candidates who receive early and frequent communication from a hiring company are more likely to form a positive opinion of the company and are generally more willing to wait longer to receive a job offer. Link Key Outcomes A leading driver of attrition especially early in a new hire s tenure is a poor match between the candidate s abilities or expectations and the demands of the job. Exposing candidates to realistic job previews can help in this regard, but tend to be time and labor- intensive and generally occur too late in the process. Innovations in computing, specifically in machine learning and predictive analytics, can effectively link how a candidate performs during the recruiting process with

6 p. 6 how that person is likely to perform on the floor, if hired. By collecting pre- hire interview and assessment results from all candidates and then monitoring their tenure and performance during their employment, accurate and reliable models can be developed that aid in automatically identifying future candidates that are likely to excel. As more data are collected, these models improve thereby increasing their value. Predict Best Job Fit A significant field of study with respect to organizational behavior regards the role emotions play in employees relationships. The notion of emotional affect influences critical organizational outcomes such as job performance, decision making, turnover, teamwork and leadership. It also impacts interactions outside the organization with customers, partners and vendors, for example and can be easily measured and categorized. During the pre- hire process, a candidate s emotional disposition can be extracted from their verbal responses to telephone interview questions. The use of virtual interviewing technology is especially helpful here in that these candidate responses can be recorded and more easily extracted using audio analysis technology. Furthermore, every typical job type has a unique affective fingerprint. For example, CSPs who excel at sales tend to be more energetic and enthusiastic; CSPs who excel at technical support tend to be more relaxed and calm. This is another perfect application of machine learning and predictive analytics and results in job applicants being matched to the job best suited for them. Final Word Despite significant investments in self- service technologies, the customer experience is still largely dependent on a well- trained, motivated, skilled CSP. Process and technology are largely masked from a customer and it s the communication, language and critical thinking skills of the CSP that means the difference between an exceptional interaction and an unfulfilling one. Innovative companies are adopting new strategies and advanced technologies to transform their hiring processes to source, recruit and hire CSPs that are capable of delivering on this promise. The result is reduced recruiting costs, improved agent retention and increased performance against the key metrics in the contact center.

7 p. 7 About the Author Kevin Hegebarth is Vice President of Marketing and Product Management for HireIQ Solutions, Inc. He has over 30 years experience in developing and marketing software and technology solutions designed to improve the hiring, performance, and quality of customer care professionals. He has held executive marketing, product management and business development roles with leading workforce optimization and talent selection software companies. He is an AIPMM certified product manager and is a co- inventor on six U.S. patents. Kevin is a frequent contributor to industry publications and has spoken at numerous industry events on the topics of workforce acquisition and optimization, the role of social media in recruiting and customer service, and innovative talent acquisition and human capital management strategies. He can be reached at About HireIQ Solutions, Inc. HireIQ Solutions, Inc. transforms talent acquisition for front- line customer service positions such as those in call centers, retail stores, branch banking, quick- service restaurants and hospitality by automating the early- stage screening process, automatically assessing for critical communication skills, and using outcomes- based data to facilitate continuous performance validation. HireIQ s solutions enable companies to improve their hiring decisions, reduce time- to- fill, reduce recruiting costs, and increase talent performance and retention through its on- line virtual interviewing software, novel predictive analytics solutions, and structured feedback between recruiting and its stakeholders. HireIQ is a privately held company based in Atlanta, GA. For further information, please visit Follow HireIQ on Twitter at

How to Win the War for Contact Center Talent: Seven Secrets to Better Hiring A Business Optimization White Paper

How to Win the War for Contact Center Talent: Seven Secrets to Better Hiring A Business Optimization White Paper How to Win the War for Contact Center Talent: Seven Secrets to Better Hiring A Business Optimization White Paper by: Kevin G. Hegebarth Vice President, Marketing HireIQ Solutions, Inc. 1101 Cambridge Square,

More information

SMART SOURCING A MARKET FOCUSSED RECRUITMENT SOURCING STRATEGY

SMART SOURCING A MARKET FOCUSSED RECRUITMENT SOURCING STRATEGY SMART SOURCING A MARKET FOCUSSED RECRUITMENT SOURCING STRATEGY EXECUTIVE SUMMARY The key drivers that drive talent acquisition in good times and bad times, in tight labor markets or soft ones largely remain

More information

The Recruitment Quotient:

The Recruitment Quotient: ADP Research Institute The Recruitment Quotient: Raising Your Talent IQ Contents 3 Introduction 4 Candidates Expectations: Higher Than You Might Expect 5 Employment Brands, Social Media, and the Consumerization

More information

FYI HIRING. Recruiting Strategies

FYI HIRING. Recruiting Strategies FYI HIRING Recruiting Strategies Revised: March 2011 Summary: This FYI discusses the steps involved establishing or revitalizing an effective recruiting process. It includes considerations for goal setting,

More information

Oracle Taleo for Recruiting Management: The Path that Leads to the Best Talent

Oracle Taleo for Recruiting Management: The Path that Leads to the Best Talent Oracle Taleo for Recruiting Management: The Path that Leads to the Best Talent Sreenath Kamasamudhram, BizTech Introduction Today's Human Resources (HR), talent and learning executives face strategic challenges,

More information

When Engaging the Right Talent, One Size Does Not Fit All

When Engaging the Right Talent, One Size Does Not Fit All When Engaging the Right Talent, One Size Does Not Fit All Candidate Preferences in Job Search and Interview Practices This is the first in a five-part series from ManpowerGroup Solutions analyzing the

More information

Recruiterpowered by CloudCords

Recruiterpowered by CloudCords Recruiterpowered by CloudCords Improve Quality of Hire Reduce Turnover with Higher Job Satisfaction Increase Speed of Hire Increase Revenue and Cost Savings How are We Different? Configure custom recruiting

More information

4 Steps to Creating a Successful Social Recruiting Strategy By Sharlyn Lauby, SPHR, CPLP

4 Steps to Creating a Successful Social Recruiting Strategy By Sharlyn Lauby, SPHR, CPLP 4 Steps to Creating a Successful Social Recruiting Strategy By Sharlyn Lauby, SPHR, CPLP Introduction Social recruiting is the concept of using social tools in the recruitment process. Many different social

More information

CareerBuilder s Guide to Solving Common Recruitment Problems. Recruitment Software Problems. And 1 solution to fix them

CareerBuilder s Guide to Solving Common Recruitment Problems. Recruitment Software Problems. And 1 solution to fix them CareerBuilder s Guide to Solving Common Recruitment s Recruitment Software s And 1 solution to fix them ou need to find people to staff your open positions. Unfortunately, you lack tools that make it easy

More information

planning for success.

planning for success. planning for success. how a succession plan can help your business retain knowledge & grow leaders. move up in the world. planning for success: how a succession plan can help your business retain knowledge

More information

HRO - Early Findings and Best-in-Class Talent Management Metrics -

HRO - Early Findings and Best-in-Class Talent Management Metrics - HRO - Early Findings and Best-in-Class Talent Management Metrics - Kevin Martin Vice President and Principal Analyst, Human Capital Management Aberdeen Group October 23, 2008 AberdeenGroup 2007 Human Capital

More information

PART 1: THE WHAT, WHO, AND WHY OF MSP BY JENNIFER SPICHER

PART 1: THE WHAT, WHO, AND WHY OF MSP BY JENNIFER SPICHER THE FUNDAMENTAL S OF MANAGED SERVICE PROVIDER (MSP) PROGR AMS PART 1 OF 3 PART 1: THE WHAT, WHO, AND WHY OF MSP BY JENNIFER SPICHER CONTENTS p3 Introduction p4 Why an MSP is Important p6 What Is an MSP?

More information

Using Onboarding Software to Increase Retention. Best Practices to Combat an Increasingly Expensive Turnover Rate

Using Onboarding Software to Increase Retention. Best Practices to Combat an Increasingly Expensive Turnover Rate Using Onboarding Software to Increase Retention Best Practices to Combat an Increasingly Expensive Turnover Rate In today s new era of talent acquisition and job seeking, candidates and potential new employees

More information

BirdDog Applicant Tracking System

BirdDog Applicant Tracking System BirdDog Applicant Tracking System Recruitment & Hiring Simplified In today s challenging labor market, you need top talent to deliver exceptional customer value and grow your company. BirdDog s cloud-based

More information

Sourcing Gets Smart. Revamping Strategies, Rethinking Technology. April 2012 Madeline Laurano

Sourcing Gets Smart. Revamping Strategies, Rethinking Technology. April 2012 Madeline Laurano Sourcing Gets Smart Revamping Strategies, Rethinking Technology April 2012 Madeline Laurano Sourcing Gets Smart: Revamping Strategies, Rethinking Technology Sourcing is the foundation of any successful

More information

Infor Human Capital Management Talent DNA that drives your business

Infor Human Capital Management Talent DNA that drives your business Infor Human Capital Management Talent DNA that drives your business 1 Infor Human Capital Management Align your talent DNA and business strategy to achieve real success Accelerate your business with a

More information

Top Tier Staffing, LLC. General Information

Top Tier Staffing, LLC. General Information 36 General Information What s In It For You Introduction Staffing Services Managed Services Consulting Services RPO FAQs Contact Info Top Tier Staffing, LLC ASA Member American Staffing Association MWBE

More information

CHOOSING YOUR CONTINGENT WORKFORCE MODEL & BUILDING THE BUSINESS CASE

CHOOSING YOUR CONTINGENT WORKFORCE MODEL & BUILDING THE BUSINESS CASE CHOOSING YOUR CONTINGENT WORKFORCE MODEL & BUILDING THE BUSINESS CASE According to Careerbuilder s national survey, employers recently indicated that contingent hiring is expected to increase 10 percent

More information

Better Onboarding to Enable Organizational Agility

Better Onboarding to Enable Organizational Agility RTM Consulting Better Onboarding to Enable Organizational Agility A Guide for the Support Services Executive Randy Mysliviec President & CEO RTM Consulting 2 2012-2014 All rights reserved. Better Onboarding

More information

QUICK FACTS. Mitigating Co-employment Risk for a Global Interactive Entertainment Company TEKSYSTEMS GLOBAL SERVICES CUSTOMER SUCCESS STORIES

QUICK FACTS. Mitigating Co-employment Risk for a Global Interactive Entertainment Company TEKSYSTEMS GLOBAL SERVICES CUSTOMER SUCCESS STORIES [ Information Technology, Managed Services Offering ] TEKSYSTEMS GLOBAL SERVICES CUSTOMER SUCCESS STORIES QUICK FACTS Client Profile Industry: Media, entertainment and gaming Revenue: More than $4 billion

More information

Sage HRMS The best team wins: Ten tips to hone your recruiting, hiring, and onboarding processes

Sage HRMS The best team wins: Ten tips to hone your recruiting, hiring, and onboarding processes Sage HRMS Ten tips to hone your recruiting, hiring, and onboarding processes Introduction Human resources departments continue to struggle to build the best workforce. There are plenty of applicants but

More information

The Guide to Captivate Candidates and Build Engagement

The Guide to Captivate Candidates and Build Engagement The Guide to Captivate Candidates and Build Engagement Why employers need to use recruitment marketing automation to build talent pools, cultivate more engaged new hires, and deliver a better candidate

More information

Strategies to Optimize Call Center Performance

Strategies to Optimize Call Center Performance Strategies to Optimize Call Center Performance Financial services customers demand superior service and support as the price of their ongoing loyalty and patronage. In today s experience-driven economy,

More information

Embedding our Values. Claire London, Head of Workforce Development Jeremy Over, Head of Workforce (Medical & Pay)

Embedding our Values. Claire London, Head of Workforce Development Jeremy Over, Head of Workforce (Medical & Pay) Embedding our Values Claire London, Head of Workforce Development Jeremy Over, Head of Workforce (Medical & Pay) Making a Difference Together Here at UCLH we are clinically excellent, consistently in the

More information

Benefits of the APMP Professional Certification Program to Organizations & Individuals

Benefits of the APMP Professional Certification Program to Organizations & Individuals Benefits of the APMP Professional Certification Program to Organizations & Individuals Table of Contents TABLE OF CONTENTS... 2 INTRODUCTION... 4 THE PROFESSIONAL Certification PROCESS... 5 THE BENEFITS

More information

Talent DNA that drives your business

Talent DNA that drives your business Talent DNA that drives your business Align your talent DNA and business strategy to achieve real success Accelerate your business with a strategic HCM solution that turns your human capital investment

More information

ORACLE TALEO: COMPLETE CLOUD TALENT MANAGEMENT SOLUTION. Cyril Kayem HCM Principal Sales Consultant Oracle Middle-East & Africa Operations

ORACLE TALEO: COMPLETE CLOUD TALENT MANAGEMENT SOLUTION. Cyril Kayem HCM Principal Sales Consultant Oracle Middle-East & Africa Operations ORACLE TALEO: COMPLETE CLOUD TALENT MANAGEMENT SOLUTION Cyril Kayem HCM Principal Sales Consultant Oracle Middle-East & Africa Operations Why Should You Care? Oracle Acquires The #1 HCM Recruiting Cloud

More information

Employee Engagement Drives Client Satisfaction and Employee Success in Professional Services

Employee Engagement Drives Client Satisfaction and Employee Success in Professional Services Employee Engagement Drives Client Satisfaction and Employee Success in In professional services, business success is achieved through employee success. Organizations that prioritize top talent gain competitive

More information

Recruitment Process Outsourcing Methodology Statement

Recruitment Process Outsourcing Methodology Statement Recruitment Process Outsourcing Methodology Statement Contents An Overview... 3 Steps To Success The Components of an Outsourced Recruitment Process... 4 Why Use RPO?... 6 Why Consult Group?... 8 About

More information

Recruitment and Selection

Recruitment and Selection Recruitment and Selection The recruitment and selection belongs to value added HR Processes. The recruitment is about: the ability of the organization to source new employees, to keep the organization

More information

Tapping into the Recruiting Power. Employees. Tapping into the Recruiting. of Existing. Employees. a Recruiting Trends white paper, sponsored by

Tapping into the Recruiting Power. Employees. Tapping into the Recruiting. of Existing. Employees. a Recruiting Trends white paper, sponsored by Tapping into the Recruiting Power of Existing Power Employees Tapping into the Recruiting of Existing Employees a Recruiting Trends white paper, sponsored by Tapping into the Recruiting Power of Existing

More information

Retail Associates that Maximize the Customer Experience: Matching Talent to the Brand

Retail Associates that Maximize the Customer Experience: Matching Talent to the Brand Retail Associates that Maximize the Customer Experience: Brought to you by: Sponsored by: Retail Associates that Maximize the Customer Experience: Introduction In 2012, the Bureau of Labor Statistics pegged

More information

Modern Techniques of Recruitment. Modern recruiting Model is a new-age solution designed to overcome problems in

Modern Techniques of Recruitment. Modern recruiting Model is a new-age solution designed to overcome problems in Modern Techniques of Recruitment Modern recruiting Model is a new-age solution designed to overcome problems in traditional recruitment approaches like demand prediction, and critical skill-set supply.

More information

The Right Fit: How Top Employers Find the Perfect Candidate

The Right Fit: How Top Employers Find the Perfect Candidate The Right Fit: How Top Employers Find the Perfect Candidate 02 Guide to creating a great workplace Introduction Finding the right fit for a job is complicated, especially for harder-to-fill positions with

More information

HIGH IMPACT RECRUITING HIRE HIGHLY ENGAGED EMPLOYEES SMART & STRATEGIC WAYS TO. High Impact Talent Management

HIGH IMPACT RECRUITING HIRE HIGHLY ENGAGED EMPLOYEES SMART & STRATEGIC WAYS TO. High Impact Talent Management HIGH IMPACT RECRUITING 5 SMART & STRATEGIC WAYS TO HIRE HIGHLY ENGAGED EMPLOYEES High Impact Talent Management The new economy has created a new set of rules for Recruiting. There is mounting pressure

More information

Competency Management at Its Most Competent

Competency Management at Its Most Competent Competency Management at Its Most Competent Competencies That Work for Business A recent survey by Human Resource Executive found that two of the top five challenges facing organizations today are aligning

More information

Organization and Operations. Metric Name Formula Description

Organization and Operations. Metric Name Formula Description Metric List Organization and Operations *Revenue Factor Revenue / Regular FTE Revenue per FTE. Workforce s Revenue Factor Revenue / Workforce On Payroll FTE Revenue per FTE (including all regular employees

More information

G&A Onboarding. G&A Partners Human Capital Solutions

G&A Onboarding. G&A Partners Human Capital Solutions G&A Onboarding G&A Onboarding streamlines new hire procedures and alleviates the administrative paper chase by providing new workers and their managers online access to all necessary employment forms,

More information

Talent Management A Holistic Approach to Managing your Workforce

Talent Management A Holistic Approach to Managing your Workforce Talent Management A Holistic Approach to Managing your Workforce Robyn Warren and Stacy Edwards-Adrian Los Angeles Unified School District Successful organizations, both public and private, are recognizing

More information

Get On Board with Onboarding

Get On Board with Onboarding Get On Board with Onboarding White Paper TalentKeepers is celebrating 15 years of providing award-winning employee engagement and retention solutions to help companies around the globe increase their performance.

More information

Addressing HIT Worker Shortages Through Operational Excellence in Workforce Planning

Addressing HIT Worker Shortages Through Operational Excellence in Workforce Planning Addressing HIT Worker Shortages Through Operational Excellence in Workforce Planning Allen Kriete Vice President, Healthcare Services; TEKsystems Sanja Licina Senior Director, Talent Intelligence and Consulting;

More information

The Real Cost of a Bad Hire

The Real Cost of a Bad Hire On average, employee turnover cost U.S. businesses an estimated $300 billion. 1 The staggering cost of employee turnover can be viewed as simply the cost of doing business, however, additional damage occurs

More information

Chapter 2 Theoretical Framework JOB SATISFACTION OF EMPLOYEES

Chapter 2 Theoretical Framework JOB SATISFACTION OF EMPLOYEES Chapter 2 Theoretical Framework JOB SATISFACTION OF EMPLOYEES What is employee satisfaction? Employee satisfaction is the individual employee s general attitude towards the job. It is also an employee

More information

Recruitment Process Outsourcing:

Recruitment Process Outsourcing: Recruitment Process Outsourcing: What You Should Look for in an RPO Provider James F. McCoy Vice President & RPO Practice Lead It used to be that companies looked exclusively at cost and process to identify

More information

Recruiting Recovery Finding Hidden Budget Dollars in Optimized Recruiting Practices

Recruiting Recovery Finding Hidden Budget Dollars in Optimized Recruiting Practices Recruiting Recovery Finding Hidden Budget Dollars in Optimized Recruiting Practices HRsmart October 3, 2012 2 Introduction Carl Kutsmode Partner Talent Acquisition Management Consultant with over 18 years

More information

What every Recruiting Manager. needs to know about. Online Recruiting. What every Recruiting Manager needs to know about Online Recruiting

What every Recruiting Manager. needs to know about. Online Recruiting. What every Recruiting Manager needs to know about Online Recruiting What every Recruiting Manager needs to know about Online Recruiting What is online recruitment? Any recruitment activity that uses the Internet as the primary medium of communication is covered by the

More information

Developing a Workforce Plan: Setting the Foundation

Developing a Workforce Plan: Setting the Foundation Developing a Workforce Plan: Setting the Foundation Presented by Stacie Abbott, Workforce Planning Coordinator Brandon Littlejohn, Statewide Recruiter Erica Salinas, Analyst Danielle Metzinger, Analyst

More information

Recruiting Software Roundup

Recruiting Software Roundup Recruiting Software Roundup pg 1 101 Eishenhower Parkway, Suite 300 Roseland, NJ 07068 800.797.6160 recruitingdivision.com Recruiting today requires the ability to adapt to new recruiting and social media

More information

Workforce Planning & Analytics: Advancing Your Organization s Capability

Workforce Planning & Analytics: Advancing Your Organization s Capability Workforce Planning & Analytics: How to Create or Advance Your Organization s Ability to Generate Actionable Workforce Insight Presented by Al Adamsen al.adamsen@talentstrategyinstitute.com 415-652-2745

More information

State of Washington. Guide to Developing Succession Programs. Updated November 2008. Page 1 of 9

State of Washington. Guide to Developing Succession Programs. Updated November 2008. Page 1 of 9 State of Washington Guide to Developing Succession Programs Updated November 2008 Page 1 of 9 Introduction The purpose of succession planning is to develop a pool of internal candidates for future vacancies.

More information

Recruitment Development institute. Webinars

Recruitment Development institute. Webinars Recruitment Development institute Webinars Ramp up your recruitment skills and improve your own job security and performance with the Recruitment Development Institute Webinars. We have hand-picked our

More information

Page 1. The Seven Deadly Sins of Recruiting

Page 1. The Seven Deadly Sins of Recruiting Page 1 The Seven Deadly Sins of Recruiting Table of Contents Introduction 3 I usually just find them and forget them. 4 I m supposed to track that? 5 I have enough prospective candidates today, so why

More information

Smart Track s ATS Functionality

Smart Track s ATS Functionality Businesses recognize that their most valuable resource is the people. With the demand for skilled talent continuously growing, it s a competitive necessity to have the best processes in place to attract,

More information

IT TALENT MANAGEMENT FOR MID-MARKET COMPANIES

IT TALENT MANAGEMENT FOR MID-MARKET COMPANIES IT TALENT MANAGEMENT FOR MID-MARKET COMPANIES FOR IT DEPARTMENTS, CONNECTING WITH TOP TALENT IS CRITICAL In the rapidly evolving world of business, hiring and maintaining a competent IT department is essential

More information

How to Measure and Improve Quality of Hire

How to Measure and Improve Quality of Hire 1 How to Measure and Improve Quality of Hire Results from a roundtable with Silicon Valley companies info@checkster.com 2 Executive Summary Quality of hire is a strategic metric and an integral part of

More information

Key Social Networking Strategies for Talent Acquisition

Key Social Networking Strategies for Talent Acquisition Key Social Networking Strategies for Talent Acquisition Key Social Networking Strategies for Talent Acquisition INTRODUCTION LinkedIn recently published a survey that stated 80 90% of talent acquisition

More information

TALENT DEVELOPMENT THE ROI OF MENTORING, COACHING, AND OTHER EMPLOYEE DEVELOPMENT PROGRAMS

TALENT DEVELOPMENT THE ROI OF MENTORING, COACHING, AND OTHER EMPLOYEE DEVELOPMENT PROGRAMS THE ROI OF MENTORING, COACHING, AND OTHER EMPLOYEE PROGRAMS it s no secret that organizations who invest in employees are top performers. Programs like mentoring and coaching are increasingly popular methods

More information

start recruiting at a hire level

start recruiting at a hire level start recruiting at a hire level Today s dynamic hiring environment requires a new approach and Accolo delivers. Our on-demand solution scales recruiting capacity with a proven process that delivers hire

More information

BEST PRACTICE GUIDE. Six Top Tactics for Marketing your Local Business

BEST PRACTICE GUIDE. Six Top Tactics for Marketing your Local Business BEST PRACTICE GUIDE Six Top Tactics for Marketing your Local Business THE SIX TOP TACTICS FOR MARKETING YOUR LOCAL BUSINESS The ability to implement effective marketing is what differentiates thriving

More information

Unleashing Potential. Building a Career Development Culture to Drive Employee Engagement. Jeneane Blom Senior Consultant Right Management

Unleashing Potential. Building a Career Development Culture to Drive Employee Engagement. Jeneane Blom Senior Consultant Right Management Unleashing Potential Building a Career Development Culture to Drive Employee Engagement Jeneane Blom Senior Consultant Right Management 2014 Right Management. All Rights Reserved. Right Management Overview

More information

Performance, Compensation and Talent Management Committee California Public Employees Retirement System

Performance, Compensation and Talent Management Committee California Public Employees Retirement System Performance, Compensation and Talent Management Committee California Public Employees Retirement System Agenda Item 7 ITEM NAME: Enterprise Risk Reports: Performance, Compensation and Talent Management

More information

Recruitment Processing Outsourcing (RPO) 2013: Transforming Your Talent Acquisition Strategy

Recruitment Processing Outsourcing (RPO) 2013: Transforming Your Talent Acquisition Strategy Recruitment Processing Outsourcing (RPO) 2013: Transforming Your Talent Acquisition Strategy Recruitment Process Outsourcing (RPO) has undergone a seismic shift over the past few years. Long viewed as

More information

Social Media & Recruitment How can Social Media be used to attract and recruit the right talent for your organisation?

Social Media & Recruitment How can Social Media be used to attract and recruit the right talent for your organisation? Social Media & Recruitment How can Social Media be used to attract and recruit the right talent for your organisation? Presented by: Thamara Naicker, Telkom SA November 2013 https://www.youtube.com/watch?v=pslgvgkq9go

More information

IT WORKFORCE PERSPECTIVES

IT WORKFORCE PERSPECTIVES IT WORKFORCE PERSPECTIVES To optimize how organizations attract, develop and retain great IT people, it is critical to evaluate what happens at the line levels of IT and how organizations source, screen,

More information

Implementation Update, September 12, 2014 Implementation Update, September 12, 2014

Implementation Update, September 12, 2014 Implementation Update, September 12, 2014 Hillsborough-Pinellas Hillsborough-Pinellas IT IT Gap Gap Analysis: Analysis: Implementation Update, September 12, 2014 Implementation Update, September 12, 2014 The Hillsborough Pinellas IT Gap Analysis,

More information

HR Manager Job Description

HR Manager Job Description HR Manager Job Description SUMMARY The Human Resources Manager manages Human Resources services, policies, and programs for the entire company. The major areas directed are: recruiting and staffing; organizational

More information

Copyright 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12

Copyright 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 1 Copyright 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 Graphic Section Divider 2 Copyright 2012, Oracle and/or its affiliates.

More information

HRStaffers. Your best resource to strengthen your company. Human Resource Process Solutions. www.hrstaffers.com

HRStaffers. Your best resource to strengthen your company. Human Resource Process Solutions. www.hrstaffers.com HRStaffers Your best resource to strengthen your company. Outplacement Employment Services HR consulting Services has been a leader in the recruiting industry for over twenty-two years. We have met the

More information

Use of Social Media and Mobile by Healthcare Professionals

Use of Social Media and Mobile by Healthcare Professionals Use of Social Media and Mobile by Healthcare Professionals 2011 Survey Results Use of Social Media and Mobile by Healthcare Professionals 2011 Survey Results: The Use of Social Media and Other Online Resources

More information

Part 3: Business Case and Readiness

Part 3: Business Case and Readiness The Fundamentals of Managed Service Provider (MSP) Programs Part 3 of 3 Part 3: Business Case and Readiness By Jennifer Spicher contents This is the final of a three-part series designed to outline key

More information

How Jobvite Works. Share a Jobvite with your network target specific contacts or publish to everyone.

How Jobvite Works. Share a Jobvite with your network target specific contacts or publish to everyone. How Jobvite Works A Jobvite is a job invitation you can share with your contacts in social networks. A recruiter or any employee at your company can send Jobvites to help find the right talent for your

More information

Succession Planning Process

Succession Planning Process Planning Process INTRODUCTION planning is a systematic approach to: Building a leadership pipeline/talent pool to ensure leadership continuity Developing potential successors in ways that best fit their

More information

Rapid Global Business Solutions, Inc. www.rgbsi.com HR MANAGED SERVICES GET BACK TO BUSINESS GERMANY INDIA SINGAPORE MEXICO CHINA

Rapid Global Business Solutions, Inc. www.rgbsi.com HR MANAGED SERVICES GET BACK TO BUSINESS GERMANY INDIA SINGAPORE MEXICO CHINA Rapid Global Business Solutions, Inc. www.rgbsi.com HR MANAGED SERVICES GET BACK TO BUSINESS USA CANADA GERMANY INDIA SINGAPORE MEXICO CHINA ABOUT US WHO WE ARE WHO WE ARE Rapid Global Business Solutions,

More information

Paper 161-2010 Salesforce Effectiveness at Sears: An Analytic Approach to Goal Setting and Tracking Abstract Introduction The Project

Paper 161-2010 Salesforce Effectiveness at Sears: An Analytic Approach to Goal Setting and Tracking Abstract Introduction The Project Paper 161-2010 Salesforce Effectiveness at Sears: An Analytic Approach to Goal Setting and Tracking Carl Schleyer and Jason Chavarry, Sears Holdings Corporation, Hoffman Estates, IL Abstract Following

More information

Talent management strategy template

Talent management strategy template Talent management strategy template 2012 Halogen Software Inc. All rights reserved. Halogen, Halogen eappraisal, Halogen ecompensation, Halogen elearning Manager, Halogen esuccession, Halogen e360 Multirater,

More information

Recruitment Proposal for Health Management Systems

Recruitment Proposal for Health Management Systems January 15 09 Recruitment Proposal for Health Management Systems Decision Toolbox On Demand Recruitment Support Proposed Partnership Scalable Recruitment Process Outsourcing (RPO) Presented by Loren Miner,

More information

Using a Multichannel Strategy to Deliver an Exceptional Customer Experience

Using a Multichannel Strategy to Deliver an Exceptional Customer Experience Using a Multichannel Strategy to Deliver an Exceptional Customer Experience 10 things to consider when building a multichannel strategy to improve the customer experience Jesús Hoyos CRM industry analyst,

More information

INTERNS: Trends & Best Practices in Management & Pay

INTERNS: Trends & Best Practices in Management & Pay INTERNS: Trends & Best Practices in Management & Pay INTERNS Their Role in Organizations The majority of organizations employ interns. Most notably, interns help develop a talent pipeline in organizations.

More information

Talent Management: Benchmarks, Trends, & Best Practices

Talent Management: Benchmarks, Trends, & Best Practices Talent Management: Benchmarks, Trends, & Best Practices Karen O Leonard Principal Analyst June, 2010 Copyright 2010 Bersin & Associates. All rights reserved. About Us Who We Are Premier research and advisory

More information

CIAC CALL CENTER MANAGEMENT COMPETENCIES

CIAC CALL CENTER MANAGEMENT COMPETENCIES CIAC CALL CENTER MANAGEMENT COMPETENCIES CIAC-Certified Operations Manager (CCOM) These competencies represent the knowledge, skill, and behavioral requirements for professionals pursuing certification

More information

Effectiveness or Efficiency? Is your firm tracking the right Real Estate Metrics? TENANT PERSPECTIVES. The Challenge of Real Estate Management

Effectiveness or Efficiency? Is your firm tracking the right Real Estate Metrics? TENANT PERSPECTIVES. The Challenge of Real Estate Management Effectiveness or Efficiency? Is your firm tracking the right Real Estate Metrics? By Joseph Hamilton, SVP, Cornish & Carey Client Solutions The Challenge of Real Estate Management Managing real estate

More information

HR Technology for Small Businesses How to Benefit from an Applicant Tracking System

HR Technology for Small Businesses How to Benefit from an Applicant Tracking System HR Technology for Small Businesses How to Benefit from an Applicant Tracking System Growing your small business requires getting great people involved from the beginning. Hiring high quality talent gets

More information

www.gradrecruit.com.au We Love Graduate & Social Recruitment www.gradrecruit.com.au

www.gradrecruit.com.au We Love Graduate & Social Recruitment www.gradrecruit.com.au www.gradrecruit.com.au How can Gradrecruit help you? Gradrecruit can help your organisation build an engaging employer brand online. We do this by providing training, social media and online support to

More information

Branch Human Resources

Branch Human Resources Introduction The Human Resources Branch provides strategies, programs, services and consultation to attract and retain a diverse, engaged, innovative and skilled workforce to build a great city. Recruitment

More information

5 Key Talent Acquisition Strategies for a New Decade Best Practices for Effective Talent Acquisition during a New Era in Talent Management

5 Key Talent Acquisition Strategies for a New Decade Best Practices for Effective Talent Acquisition during a New Era in Talent Management 5 Key Talent Acquisition Strategies for a New Decade Best Practices for Effective Talent Acquisition during a New Era in Talent Management An icims White Paper In many ways the coming decade will redefine

More information

Is Recruitment Process Outsourcing Right for Your Organization?

Is Recruitment Process Outsourcing Right for Your Organization? Is Recruitment Process Outsourcing Right for Your Organization? Here s What to Consider In a move to control costs as well as plan for the future, companies are increasingly turning to recruitment process

More information

HOW A PERFORMANCE MANAGEMENT SYSTEM CAN BUILD YOUR BENCH AND YOUR BOTTOM LINE STARTING RIGHT NOW

HOW A PERFORMANCE MANAGEMENT SYSTEM CAN BUILD YOUR BENCH AND YOUR BOTTOM LINE STARTING RIGHT NOW HOW A PERFORMANCE MANAGEMENT SYSTEM CAN BUILD YOUR BENCH AND YOUR BOTTOM LINE STARTING RIGHT NOW The Basics, Drivers and Benefits of Investing in Cloud-Based Performance Management Software WHAT IT IS

More information

Lesson 2. Acquiring and Preparing Human Resources ASSIGNMENT 5. The Process of Human Resource Planning. Forecasting

Lesson 2. Acquiring and Preparing Human Resources ASSIGNMENT 5. The Process of Human Resource Planning. Forecasting Acquiring and Preparing Human Resources ASSIGNMENT 5 Read this assignment in your study guide. Then, read Chapter 5, Planning for and Recruiting Human Resources, on pages 117 149 in your textbook. The

More information

The Multi-Generational Workforce Series: Recommendations for Recruiting a Multi-Generational Workforce

The Multi-Generational Workforce Series: Recommendations for Recruiting a Multi-Generational Workforce The Multi-Generational Workforce Series: Recommendations for Recruiting a Multi-Generational Workforce Issue 2 / September 2011 Recommendations for Recruiting a Multi-Generational Workforce This is the

More information

EIPCS. Administration Module WCM PRODUCTS

EIPCS. Administration Module WCM PRODUCTS EIPCS Eipcs Cloud Portal is an integrated WCM (workforce capital management) solution delivers in a single platform from hiring, Administration, personnel information management, employee self-service,

More information

Using Workforce Analytics to Reduce Employee Turnover

Using Workforce Analytics to Reduce Employee Turnover Using Workforce Analytics to Reduce Employee Turnover White Paper This White Paper describes the challenges of reducing employee turnover in shift based organizations, and introduces Otipo s innovative

More information

best practices Social recruiting: Five tips to improve efficiency and get better results

best practices Social recruiting: Five tips to improve efficiency and get better results best practices Social recruiting: Five tips to improve efficiency and get better results Social recruiting is just one aspect of a multi-channel recruiting strategy, but it s one you can t afford to overlook.

More information

Human Resource Management

Human Resource Management Prof. Dr. Armin Trost Human Resource Management Questions and Exercises On the following pages you will find questions, which have been used for previous exams. The point values that can be attained for

More information

Human Capital Financial Statements

Human Capital Financial Statements Presents: Human Capital Financial Statements April 19, 2011 About Human Capital Management Institute The Human Capital Management Institute (HCMI) was founded on the belief that organizations can and must,

More information

P rovi di ng th e tale nt that dr ive s you r b us i n e s s s uc ce s s

P rovi di ng th e tale nt that dr ive s you r b us i n e s s s uc ce s s P rovi di ng th e tale nt that dr ive s you r b us i n e s s s uc ce s s When other companies are finished, we re just getting started. At Veritude we understand the importance of having a great team and

More information

Managed Solution. for Staffing Industry

Managed Solution. for Staffing Industry Managed Solution for Staffing Industry Abstract As staffing industries are being challenged with revenue growth, the focus area for them is to reduce their back office costs continually, streamline the

More information

Find the best recruiter for you

Find the best recruiter for you BRAND ou SERIES BRAND SERIES Find the best recruiter for you Where are the jobs Over the next decade in the U.S., health and personal care jobs are expected to see the largest increases in newly created

More information

THE HUNT JOB SEARCH METHODS AND INSIGHTS

THE HUNT JOB SEARCH METHODS AND INSIGHTS 2015 THE HUNT JOB SEARCH METHODS AND INSIGHTS About PrideStaff PrideStaff was founded in the 1970s as 100 percent company-owned units and began staffing franchising in 1995. They operate over 65 offices

More information

GETTING MORE RAIN FROM YOUR RAINMAKERS WHY INVESTING IN YOUR HIGEST PERFORMING SALES STARS IS THE SMARTER CHOICE FOR GROWING REVENUES

GETTING MORE RAIN FROM YOUR RAINMAKERS WHY INVESTING IN YOUR HIGEST PERFORMING SALES STARS IS THE SMARTER CHOICE FOR GROWING REVENUES GETTING MORE RAIN FROM YOUR RAINMAKERS WHY INVESTING IN YOUR HIGEST PERFORMING SALES STARS IS THE SMARTER CHOICE FOR GROWING REVENUES EXECUTIVE SUMMARY We ve all been there -- your sales team is down one

More information

STRATEGIC WORKFORCE PLANNING LATEST TRENDS AND LEADING PRACTICE EXAMPLES

STRATEGIC WORKFORCE PLANNING LATEST TRENDS AND LEADING PRACTICE EXAMPLES STRATEGIC WORKFORCE PLANNING LATEST TRENDS AND LEADING PRACTICE EXAMPLES BERLIN, 21 MAY 2015 Julia Howes Mercer Workforce Analytics & Planning A WORKFORCE TSUNAMI IS APPROACHING COPYRIGHT MERCER 2015 STRATEGIC

More information