© Copyright 2014 Inavero and CareerBuilder. All Rights Reserved.
Opportunities in
StaffingMapping the Client and Talent Journey in Staffing
Presented by Eric Gregg, CEO & Founder, Inavero
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% Lying on Online Dating
Profile:
53%
% Lying on Resume:
53%
Avg Hours per Week Searching for
Mates:
11.9 (5.2 searching, 6.7
emailing)
Avg Hours per Week Searching for
Job:
13.6
% of Online Daters Who Have Been Harassed:
28%
% Who Feel Staffing Recruiter Not Looking
Out for Their Best Interests:
19%
The Parallels Between Dating and the Job Search
Online Daters Job Candidates
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© Copyright 2014 Inavero and CareerBuilder. All Rights Reserved.
As a society, we aren’t a particularly loyal group.
Image: iStockPhoto.com
• 85% of Americans are proud to be American.
• Yet 1.6 million people cheat on their taxes each year.
• 74% of men would have an affair if they knew they wouldn’t get caught.
• 68% of women would.
• 9.5 million Americans are unemployed.
• Yet, 75% of the full-time employed are open to changing jobs and 28% expect to be working at a different company within 12 months.
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What You Need to Know About the Research
• 1,949 staffing industry clients completed the survey
• 1,278 responses from an independent online panel
• 671 responses from CareerBuilder’s database
• 5,534 job candidates completed the survey• 366 responses from an independent online panel
• 5,168 responses from CareerBuilder’s database
• 1,232 staffing industry internal staff from CareerBuilder’s database completed the survey
The survey was fielded between March 11 th, 2014 and April 21st, 2014 using CareerBuilder and independent 3rd party panels to ensure data validity.
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© Copyright 2014 Inavero and CareerBuilder. All Rights Reserved.
Mapping the Talent Experience Journey for Your Staffing Firm
Rete
nti
on
AttractionApplication Received
End of Assignment
EX: Internal Interview
EX: 45 Day Check-In
EX: Week 1 Check-In
EX: End of Assignment
Referrals & Testimonial
s
Placement Made
EX: Client Interview
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© Copyright 2014 Inavero and CareerBuilder. All Rights Reserved.
Mapping the Client Experience Journey for Your Staffing Firm
Rete
nti
on
Attraction Job Order
End of Assignment
EX: Update on Search
EX: 45 Day Check-In
EX: Week 1 Check-In
EX: Closing Assignment
Referrals & Testimonial
s
Order Filled EX: Submission of Candidates
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The Art (and Science) of AttractionHow the Best Staffing Firms Win More Business and Appeal to the Top Talent
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© Copyright 2014 Inavero and CareerBuilder. All Rights Reserved.
The Skills Gap Has Real Consequences for Your Clients
Vacancy Has Had
Negative
Impact
98%
Have positions open due to lack of
qualified candidates
Consequences of Unfilled Positions
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Staffing Firms Tend to Overestimate Their Own Persuasiveness
% of Clients Who Trust Resource When Determining Quality
94% of Staffing Firms Believe its Persuasive
91% of Staffing Firms Believe They’re
Persuasive
71% of Staffing Firms Believe its Persuasive
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Profiling the 4 Types of Prospective Clients1
• 49% Referrals• 34% Reputation
SOURCES USED
The Networker (63%)1
• 28% Sales Rep Call
• 6% Saw Marketing or Advertising
SOURCES USED
The Reactor (29%)1
• 16% Visited Website• 12% Online Search• 11% Online Reviews
SOURCES USED
The Researcher
(28%)1
• 26% as Client• 19% as Talent
TYPE OF EXPERIENCE
The Past User
(37%)1
1 NOTE: Profiles are not exclusive and therefore sum to more than 100%
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“Is That an Internet?”
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Clients Want Their Staffing Firms to Educate, not Just Persuade
1. They knew more about my industry (29%)
2. They shared information that helped improve our recruiting (26%)
3. They shared current hiring trends (25%)
Top 3 Attributes of “Winning” Staffing Firm Pitch:
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Just Because Job Candidates Think It Doesn’t Necessarily Make it True
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The Lack of Knowledge and Misperceptions Hurt The Industry’s Ability to Attract Top Talent
Likelihood of Considering a Temporary Assignment Based on Prior
Experiences
Length of Time Since Candidate
Worked with Staffing Firm
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How Is Your Firm Different?
What Does Your Staffing Firm Do to Stand Out?
If You’re Selling and Recruiting Based on
This:
1. It better be true.
2. You better be able to prove it.
Can you prove it?
Can you prove it?
9% of talent believe their staffing firm offers affordable healthcare.
27% of talent received preparation for interviews they were sent on.
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How do we Measure Satisfaction and Loyalty in the Staffing Industry?
How likely are you to recommend XYZ Staffing to a friend or colleague?
-100 100
-15% 31% 56% 76%
Net Promoter® Score (NPS)
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Most People Will Suffer Through a Poor Mobile Experience if They Have To
FACT O
R FICTION?
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There’s Still Work to be Done on Mobile in the Staffing Industry
% of Staffing Firms Whose Website is:
% Who Believe Their Mobile Site Works “Very
Well”
% of Whose Opinion Changes for the Worse if Staffing Site is Not Mobile
Optimized:
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Ownership of Smartphones and Tablets Continues to Rise Among Clients
91%
85%
= +6%
72%
56%
= +16%
2013 2014 2013 2014
Smartphone Ownership
Tablet Ownership
Reviewed Invoices
Reviewed Applicants
25% 27% 39% 47%
40% 44% 65% 68%
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Ownership of Smartphones and Tablets Continues to Rise Among Job Candidates
76%
69%
= +7%
50%
37%
= +13%
2013 2014 2013 2014
Smartphone Ownership
Tablet Ownership
Looked for a Job
Applied for a Job
67% 71% 81% 89%
35% 44% 53% 51%
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Clients and Talent Expect More From Their Firm’s Mobile Site
% of Staffing Firms Whose Mobile Website Allows People
to:
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Online Reviews Are Critical for Staffing Firms
FACT O
R FICTION?
© Copyright 2014 Inavero and CareerBuilder. All Rights Reserved. Image: Stock Exchange (www.sxc.hu)
5 Reasons You Should Start Your Online Review Strategy Tomorrow
1. Getting positive reviews published after you have negative reviews is harder.
2. 1 in 4 of your job candidates are utilizing them as part of their vetting process,
3. 1 in 4 clients who search for your firm online also read reviews,
4. Both are significantly higher amongst Generation Y, and
5. Google LOVES Online Review’s
© Copyright 2014 Inavero and CareerBuilder. All Rights Reserved. Image: Stock Exchange (www.sxc.hu)
Need More Proof
?
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Yet, Just 1 in 3 Firms Have a Strategy in Place to Handle Online Reviews
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Pre-Placement NervesYou’ve Earned Their Attention, Now Earn Their Affection
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What You’re Called Really Does Matter
Most Common In:
Office/Clerical Industrial
Tech, IT & Sci.
Professional Sr. Mgr/Exec
Tech, IT & Sci.
con·tin·gent (adjective)
1. subject to chance."the contingent nature of the job"synonyms: chance, accidental, fortuitous, possible, unforeseeable, unpredictable, random, haphazard
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Most Clients Expect to Pay More Due to Affordable Care Act
FACT O
R FICTION?
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Affordable Care Act – How Do You Stack Up?
Expect to Pay More Due to ACA
Expect to Charge More Due to ACA55%
68%
48%
Expect Demand for Temporary
Employees To Increase Due to ACA
71%
56%
Field Leadership
Clients: Staffing Firms:
My Firm…
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Finding Jobs for the Long-Term UnemployedImpact Period of Unemployment Has on
Clients’ Perception of a CandidateChange in Perception if
Unemployment is Proactively Explained
Most common perceptions about long-term unemployed
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Online Staffing is the Future of Staffing
FACT O
R FICTION?
© Copyright 2014 Inavero and CareerBuilder. All Rights Reserved.
Oh, How Things Have Changed Since the End of the Great Recession…
Just Five Years Ago…
1. Only one-third of us owned smartphones
2. BlackBerry was the most owned device
3. Facebook had the same number of unique visitors as MySpace
4. Yelp had 8.6 million U.S. visitors (compared to 120 million in 2013)
5. We’d been listening to Pandora on our smartphones for less than a year
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Online Staffing Utilization Small but Likely to Continue Growth
% of Clients Who Have Used Online Staffing in Prior 12
Months
% of Job Candidates Who Have Used Online Staffing in Prior 12
Months
Clients’ Expectation for Usage in Next Year
Talent Expectation for Usage in Next Year
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Online and Recruiter-Based Staffing Models Likely to Converge
Recruiter-Based (Traditional Staffing)
Self-Directed (Online Staffing)
Level of Transparency
Level of
Guid
ance
35
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What Clients Like from Both Staffing Models
Online Staffing
Recruiter-Based Staffing
Pros
Cons
Pros
Cons
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Post-Placement ComplacencyWhy Clients and Talent Stop Loving You – And How to Combat it
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Industry Client Net Promoter Scores™ Remain at Historic Lows
Net Promoter Score™ 9 Year Trend in Staffing
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Placed Talent NPS™ Scores Drop After 3 Years of Gains
Applicant and Placed Talent Net Promoter Score™ 6 Year Trend in
Staffing
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Just Because It’s Simple, Doesn’t Mean
It’s Easy
Call and Email People the #%*& Back!
Because, when you do it can be beautiful.
“My particular staffing agency is the only reason I've had any income in the past 6 months, which has keep me afloat in any regard to even having aspirations of any sort of CAREER. It also has allowed me to rack up a bit of experience--both practical and on paper (so that I don't have too serious of gaps in my resume), network with other qualified people, and be flexible enough to continue my permanent search.”
Satisfied Talent
40
Lack of Responsiveness is the Biggest Complaint Hiring Managers and Job Candidates Have
FACT O
R FICTION?
41
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Avoid the 3 Biggest Mistakes Made with Clients in the Field
TRUST
Being Too Pushy or Aggressive (46%)
Misrepresenting the People They Are Trying to Place
(42%)
Not Responsive Enough (36%)
More This
Less This
Change from 2013
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Avoid the 3 Biggest Mistakes Made with Job Candidates in the Field
TRUSTNot Being Trustworthy or Only Looking out for Their
Own Interests (31%)
Not Responsive Enough (22%)
Not Searching Enough to Find Me Open Positions
(20%)
Change from 2013
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Brand Transparency is Leading to Brand Convergence
Consumer Brand
Employment Brand
Consumer Brand
Consumer Brand
Employment Brand
Employment Brand Eras
Company Dominant(Pre 2000’s)
Information Dominant(2000 - 2012)
Talent/Consumer Dominant(2012 - Current)
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© Copyright 2014 Inavero and CareerBuilder. All Rights Reserved.
Why it Matters to Your Firm
1. More than 70% of job candidates will take 10% less than their minimum stated salary to join a company with a strong reputation.
2. 79% of clients discourage others against your firm if they have a bad experience.
3. Industry reputation is considered more than any other resource as part of the vetting process.
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End of Assignment BluesWhy Clients and Talent Stop Loving You – And How to Combat it
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Clients Judge on Quality, but Often Struggle to Measure Consistently or Accurately
What is the Key Metric to Determine Staffing ROI?
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Referral, Retention and Reassignment Programs are Prevalent, but Range Dramatically in Effectiveness
In the Staffing Industry On Average…
• 41% of applicants are placed on at least one assignment,
• 32% of those who are placed come through referrals,
• 74% of those who are placed complete their assignment, and
• 42% of those who are placed, get placed a second time.
% Who Feel Program is ‘Very
Effective’
% of Staffing Firms with a Formal Program to Assist in:
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Your First Impression is Important…
But So is the Last
Hey wzzp, jst letting u kno that we r thru Plz don’t call me, k thx bye
Parting Thought…Our Clients and Candidates Want Us to Evolve
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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
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A Cautionary Tale of Failure to Evolve
Me, Circa 1984 – 3rd Grade
+16%
Height
+27%
Weight
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Questions?
CONTACT ERIC:
(503) 542.3332
www.linkedin.com/ericgregg
ADDITIONAL RESOURCES:
www.opportunitiesinstaffing.com
www.careerbuildercommunications.com/candidatebehavior
www.inavero.com
www.bestofstaffing.com