How to break

the vicious

circle of volume

recruitment

of volume recruiters are knowingly hiring the wrong people.

In a desperate bid to fill their frontline roles,

37%

They are being

overwhelmed with applications for every role.

receive 45% of

organizations per role 51-100

applications

AND

receive 45% of

organizations per role 51-100

applications

AND

receive 45% of

organizations per role 51-100

applications

10,001-20,000 applications

26% of

organizations

receive per year

only of these applicants are likely to have the

right skills for the job.

12%

The problem is...

Sound low?

37% 40%

$

Some people have strong customer service skills...

...and some are

great at selling

Only 12% have both

12%

It’s like trying to find

needles in

a haystack.

So it’s not surprising

that of recruiters are struggling to find the

right candidates.

62%

29% said providing a

positive experience for each candidate is their biggest challenge...

of

recruiters

29% said providing a

positive experience for each candidate is their biggest challenge...

of

recruiters

AND

29% said providing a

positive experience for each candidate is their biggest challenge...

of

recruiters

AND

28% said it’s screening out

unsuitable applications.

They are

stuck in a

vicious circle

of volume

recruitment.

It all

begins with an

inadequate

recruitment

process...

any valid assessment of a candidate’s ability or personality.

49% of recruiters do not conduct

conduct structured interviews.

47%

And only

of recruiters believe hiring the wrong person for the role is driving turnover.

31%

They are

right…

20-50%

57%

frontline staff have an annual turnover rate of between

of companies with

large numbers of

High turnover has a

huge impact.

It’s bad for

everyone

involved.

The cost implications are huge.

to replace an employee. $8,200- $16,300

48% of recruiters say it costs

The pressure on

line managers will increase.

Morale of the

remaining staff

will likely be

damaged.

Staff who leave are likely to share their disappointment with their network.

Which means…

The brand of

the company

will suffer.

And recruiters need to start their job all over again.

Imagine a recruitment process which allows

you to identify and select the best frontline staff

quickly and cost-effectively.

$

They will

perform

better.

Your recruitment

costs will go

Your recruitment

costs will go

DOWN

Your bottom line

will go

Your bottom line

will go

UP

Everybody

wins.

Here are our top recommendations

The good news is that recruiters can break out of the vicious circle by improving their recruitment process.

3

Start by deciding which competencies and traits are key to success in a role. Then you can target candidates who fit that profile.

The right combination is likely to include both customer service and selling.

If you recruit candidates who are at least ‘average’ in these two, you can then provide training to further up-skill them.

Match the key requirements of the role

with a candidate’s competencies.

Review which assessments you’re

using – and when you’re using them.

There are two secrets to effective volume recruitment. One is to screen out unsuitable applicants as early as possible. The other is to create an efficient and consistent process that can be replicated in every location, so that local managers can make better quality and quicker hiring decisions.

If you use inconsistent selection methods across different sites, applicants of varying quality will be appointed.

Objectivity and consistency.

Ensure the process is engaging

for candidates.

Recruitment is a rejection process as well as a hiring one – many organizations forget the impact this can have.

Providing candidates with feedback gives them something useful from the experience. It supports them in finding a suitable role in the future and it reinforces your employer and consumer brands.

In many cases your candidates will be your customers. Treat them like customers.

Survey background In July 2013, Talent Q conducted a survey of 102 UK organizations that hire 200+ frontline staff each year in sales and

customer support roles. The survey was completed by senior level professionals, including managing directors and HR

managers, from organizations in the following sectors/industries: Professional Services, IT & Telecoms, Retail, Catering

& Leisure, Healthcare, Manufacturing & Utilities, Architecture, Engineering & Building, Sales, Media & Marketing,

Finance, Travel & Transport and Education.

Find out more about best practice volume recruitment in our whitepaper.

Stay in touch with us online

www.atrium.haygroup.com

@haygroup /company/hay-group /HayGroup