05/03/2023 © 2015 CareerBuilder and Inavero. All Rights Reserved.

Presented by: Eric Gregg, CEO InaveroOpportunities in Staffing

Not All Sources of Information Should Earn Your TrustMisinformed Celebrities…

Lindsay Lohan about the weather

Jaden Smith about global warming

Ron Artest about dieting

Kanye West about…..ANYTHING

…or spelling

Its not Just Celebrities – We Should Check Our Own Bias as Well

864 Internal Staff• 61% recruiters• 26% staffing firm

leadership• 63% female• Median age 36 years old

9,525 Job Candidates

• 65% currently employed• 73% actively looking for

a new job• 62% in

professional/IT/healthcare

3,021 Employers• Independent online panel

and CareerBuilder database• 32% > 250 employees• 45% hire in

professional/IT/healthcare

Opportunities in Staffing: The Largest Study of Its Kind in Staffing

STAFFING FIRM

Image: © Dreamstime.com

Image: © Dreamstime.com

Image: © Dreamstime.com

Net Promoter Score® Measures Loyalty in StaffingA Net Promoter Score (NPS®) is an easily

understandable metric based on likelihood to recommend using a company, product or service to

a friend or colleague

Staffing firms see a direct correlation between: Net Promoter Score, retention, & referrals.

Is a Net Promoter Score?WHAT

Use a Net Promoter Score?WHY

HOWIs Net Promoter

Score calculated?

0 1 2 3 4 5 6 7 8 9 10

Detractors PromotersPassives

% Promoters

% Detractors NPS

Promoters: Your firm’s strongest allies; most likely to promote your firm to others

Detractors: At risk of leaving your firm

® Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix systems, Inc., Bain & Company, and Fred Reichheld

-100

100

-15%

31%

56%

76%

© 2015 CareerBuilder and Inavero. All Rights Reserved.

Keeping Your House in OrderA Look at Internal Staff Satisfaction

© 2015 CareerBuilder

Internal Staff Satisfaction Remains Level Over Prior Years

Recruiters and Account Managers Less Satisfied and Optimistic

Firm Leadership Account Manager Recruiter

Net Promoter Score®

Optimistic about Next Year

Images: © Dreamstime.com

Staffing Firms Have to Get Employees Over the 3 to 5 Year Mountain of Negativity

< 3 Years15% Detractors

3 to 5 Years18% Detractors

6 to 10 Years10% Detractors

> 10 Years9% Detractors

Key Issues for Employees with 3 to 5 Years Tenure:1. 51% more likely to feel underpaid.2. 38% more likely to feel immediate manager is

ineffective.3. 14% less likely to feel they receive performance

feedback.Image: © Dreamstime.com

Optimism and Recognition Top Drivers of Loyalty for Internal Staff

ENJOY PEERS

OPPORTUNITY FOR

GROWTH

OPTIMISM

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© 2015 CareerBuilder and Inavero. All Rights Reserved.

Getting in Step with Today’s TalentInside the Minds of the Job Candidate

© 2015 CareerBuilder

We Too Often Forget the Link Between Client and Candidate

6 in 10 Clients Have Used a

Staffing Firm At Some Point for

Their Personal Job Search

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The Top 5 Things Talent Think Are True About Staffing

Image: © Dreamstime.com

Mobile Engagement Continues to Grow – As Talent Expects More Mobile Functionality

Smartphone Ownership

Tablet Ownership

Image: © Dreamstime.com

Image: © Dreamstime.com

73% will leave a non-mobile optimized site and 38% view

your firm more negatively if site isn’t mobile friendly

3rd-Party Reviews Rising in Importance as Trusted Source for Talent Vetting Potential Staffing Firm Partners

Image: © Dreamstime.com

Technological Advancements Yield Mixed Results for Candidate Experience

TECHNOLOGY HELPS:• 41% say

applying on a mobile device is better.

• 29% believe applications are easier to complete.

TECHNOLOGY HASN’T IMPACTED:

• Length of typical application.• Use of automated responses.

TECHNOLOGY HURTS:• 39% believe

recruiter responsiveness has declined.

• 42% believe human interaction is worse.

© 2015 CareerBuilder and Inavero. All Rights Reserved.

The Service PlaybookFinding, Engaging & Placing Top Talent

© 2015 CareerBuilder

Placed Talent Remain Positive About Experience, But Applicants Detractors Remain an Issue

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Pre-Placement Steps to Maximize Job Candidate Satisfaction

Half of candidates say their staffing firm didn’t

take these steps.Just 1 in 4 candidates say this happened.

Onboarding Process to Maximize Satisfaction of Placed Talent

55% of all talent turnover occurs in the 1st two weeks of a new assignment

Half of all client terminations occur in the 1st two weeks of a placement

1 in 3 candidates say they didn’t have

everything they needed

Image: © Dreamstime.com

Post-Placement Process to Maximize Retention, Referral & Rehire

Less than half of placed talent receive contact

prior to the end of their assignment.

Just 1 in 3 receive

feedback on their

performance Image: © Dreamstime.com

There are Many Things Making Retention of Top Talent a Concern

54%46%

Very confident Not very confident

Confidence Current Assignment Will

Run Full Duration:

When Placed Talent Start

Looking for Next Assignment:

Average Monthly Phone Calls from

Staffing Recruiters:

5 Stats to Know About the Talent Journey that I Couldn’t Fit Anywhere Else

44% of candidates can’t name a

single staffing firm brand from memory.

Awareness:

Half of job candidates who are referred to you will still vet your firm through a Google search or online

reviews

Consideration:

Rehire:Referral:

Offer:

Average rehire rate for staffing firms in the survey was just

25%

91% will encourage others to use your firm if they have a good

experience.

78% will accept a salary 5% lower than their minimum

if they read positive

reviews online about the company.

© 2015 CareerBuilder and Inavero. All Rights Reserved.

How Clients Buy Staffing ServicesFinding and Landing New Accounts

© 2015 CareerBuilder

A Quick Game of Name that Basic Cable Channel

Getting the Meeting Hinges on Adding Tangible Value

33% more likely if you have a specific candidate to share

22% more likely if you have hiring or salary data to share

ORImage: © Dreamstime.com

Understanding What Clients Really Think Is Key to Success

Image: © Dreamstime.com

Referrals and Online Resources Top Ways Employers Find Staffing Firms

5 Buying Trends to Follow:• 64% of decisions regarding what

staffing firm to use are made by more than one person,

• The average person researches 3 types of sources about a particular firm,

• 61% claim some form of referral influenced who they considered,

• But 4 in 5 who get a referral still vet the firm through at least one other source, and

• Online sources have increased significantly – especially with younger buyers.

Education and Data are Critical to Your Sales Success

67% more likely to be trusted than

sales reps and 9x more trusted than

marketing

% Dissatisfied

Mobile Interactions for Staffing Clients Continue to Rise

Smartphone Ownership

27% of client interaction with staffing firms happens away

from desktop and 57% develop a negative perception of the firm if

site is not mobile-ready

Tablet Ownership

Image: © Dreamstime.com

Image: © Dreamstime.com

© 2015 CareerBuilder and Inavero. All Rights Reserved.

The Service PlaybookHow Top Firms Ensure a Consistently Exceptional Experience for Clients

© 2015 CareerBuilder

The Staffing Employment Story is Strong for Our Industry

But That Doesn’t Necessarily Mean Everyone Loves Working With Us

Image: © Dreamstime.com

So What Are We Doing Wrong?

The Part of The Service Delivery Equation Many Firms Undervalue

REMARKABLE PROCESS

REMARKABLE PEOPLE

REMARKABLE EXPERIENCE

Image: © Dreamstime.com

What Is the ‘Left Turn’ in Your Process?

90% of UPS driver turns are to the right,

because:• It helps save them

over 1 million gallons of gas a year, and

• Left-hand turns are 3x more likely to result in a deadly crash with a pedestrian.

Image: © Dreamstime.com

Pre-Order Process to Maximize Client Satisfaction

4 in 10 Clients Say This Doesn’t

Happen

Image: © Dreamstime.com

Candidate Submission Process to Maximize Client Satisfaction

More than 20% of clients say this doesn’t

happen

Image: © Dreamstime.com

Who’s More Likely to Get the Sales Person Placement?

Post-Placement Process to Maximize Client Satisfaction

Issue Resolution is a Key Step in the Process

Image: © Dreamstime.com

You Define Your Brand by How You Respond when Things Go Wrong

Man Has 29 Miley Cyrus Tattoos Removed, Proving That Everyone Makes Mistakes

The Moral: Just Because Something was a Good Idea Once, Doesn’t Mean it is Now

1. Talent are in control now, not us.2. We need to focus on how we do things as much as on what we

do, and3. Our reputation is our most valuable asset.

It’s a Good Time to be in Staffing, but Don’t Lose the Race Because You’re Too Busy Celebrating

© 2015 CareerBuilder and Inavero. All Rights Reserved.

QUESTIONS?

© 2015 CareerBuilder & Inavero. All Rights Reserved

CONTACT ERIC:

egregg@inavero.com

(503) 542.3332

www.linkedin.com/ericgregg

ADDITIONAL RESOURCES:

www.opportunitiesinstaffing.com

www.inavero.com

www.bestofstaffing.com