opportunities in staffing: mapping the client and talent journey in staffing

© 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

2


% 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

3


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.

4


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.

5


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

6


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

7

The Art (and Science) of AttractionHow the Best Staffing Firms Win More Business and Appeal to the Top Talent

8


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

9


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

10


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%

11


“Is That an Internet?”

12


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:

13


Just Because Job Candidates Think It Doesn’t Necessarily Make it True

14


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

15


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.

16


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)

17

Most People Will Suffer Through a Poor Mobile Experience if They Have To

FACT O

R FICTION?

18


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:

19


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%

20


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%

21


Clients and Talent Expect More From Their Firm’s Mobile Site

% of Staffing Firms Whose Mobile Website Allows People

to:

22

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

?

25


Yet, Just 1 in 3 Firms Have a Strategy in Place to Handle Online Reviews

26

Pre-Placement NervesYou’ve Earned Their Attention, Now Earn Their Affection

27


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?

29


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…

30


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

31

Online Staffing is the Future of Staffing

FACT O

R FICTION?


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

33


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

34


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


What Clients Like from Both Staffing Models

Online Staffing

Recruiter-Based Staffing

Pros

Cons

Pros

Cons

36

Post-Placement ComplacencyWhy Clients and Talent Stop Loving You – And How to Combat it

37


Industry Client Net Promoter Scores™ Remain at Historic Lows

Net Promoter Score™ 9 Year Trend in Staffing

38


Placed Talent NPS™ Scores Drop After 3 Years of Gains

Applicant and Placed Talent Net Promoter Score™ 6 Year Trend in

Staffing

39


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


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

42


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

43


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)

44


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.

45

End of Assignment BluesWhy Clients and Talent Stop Loving You – And How to Combat it

46


Clients Judge on Quality, but Often Struggle to Measure Consistently or Accurately

What is the Key Metric to Determine Staffing ROI?

47


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:

48


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

50


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

51


A Cautionary Tale of Failure to Evolve

Me, Circa 1984 – 3rd Grade

+16%

Height

+27%

Weight

52


Questions?

CONTACT ERIC:

[email protected]

(503) 542.3332

www.linkedin.com/ericgregg

ADDITIONAL RESOURCES:

www.opportunitiesinstaffing.com

www.careerbuildercommunications.com/candidatebehavior

www.inavero.com

www.bestofstaffing.com

mailto:[email protected]

opportunities in staffing: mapping the client and talent journey in staffing

Recruiting & HR

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true copyright

talent copyright

yourclients copyright

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research copyright

staffing industry clients

statements job candidates