10/11/2016 © 2015 CareerBuilder
Presented By:
Kyle Braun, President, Staffing and Recruiting Group, CareerBuilder
Beyond The Numbers: Strategic insights from the 2016
Staffing Advantage Report
2
Nobody’s perfect…
“There’s no chance the iPhone is going to get any significant market share. No chance.”
Steve Ballmer, Former Microsoft CEO 2007
Source: 2016 CareerBuilder and Inavero Staffing Advantage Report
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About the research
3,918 Job Candidates
• 39% currently on an assignment through a staffing firm
• 67% actively looking for a new job
• 52% in Clerical/IT/Finance
1,125 Employers
• Independent online panel and CareerBuilder database
• 62% > 250 employees
• 47% hire in Healthcare/Industrial/Professional ServicesImage: © Dreamstime.com Image: © Dreamstime.com
Staffing Firm
578 Staffing Employees
• 62% are temp or permanent placement recruiters
• 70% > 25 branch locations
• Industrial/Clerical/IT are most common types of staffed positions
Image: © Pixabay
Source: 2016 CareerBuilder and Inavero Staffing Advantage Report
The Present State of the Industry and Key Opportunities
STAFFING:
A WINNING INDUSTRY
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UK Professional Recruitment Trends Aug/Sept. 2016
Source: 2016 SIA UK Pro Recruitment Trends Report
6
Economic Dashboard
Source: 2016 SIA Pro Recruitment Trends Report
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Temp. and Perm. Placements Down Over the Year
Source: 2016 SIA Pro Recruitment Trends Report
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What keeps staffing firm executives up at night?
75%
47%
45%
33%
32%
29%
24%
Access to high quality,placeable talent
Rising costs
Increasedcompetition/number of
competitors
Internal staffturnover/attrition
Government regulations
Health care issues (ACA)
A weakening US economy
Source: 2016 CareerBuilder and Inavero Staffing Advantage Report
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Where is the Focus? 87%
78%
50%
46%
41%
39%
37%
33%
New account/client acquisition
Growing existing accounts
Improving our client’s experience with us
Improving our candidate’s experience with us
Streamlining/simplifying processes
Improving retention/rehire rate ofplaced talent
Investing in new technology
Expanding reach/growth intoother geographies
Source: 2016 CareerBuilder and Inavero Staffing Advantage Report
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A bad prediction…
“If excessive smoking actually plays a role in the production of lung cancer, it seems to be a minor one."
W.C. Heuper, National Cancer Institute 1954
A (hopefully) better prediction…
“The number of freelance workers will grow twice as fast as the number of traditionally
employed in the next decade.”Source: 2016 CareerBuilder and Inavero Staffing Advantage Report
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When staffing is done right, it can be beautiful.
“I had an issue with accepting a
job because of the med
insurance for my autistic son.
Courtney was able to negotiate
a fair contract that would help to
allow me to continue my sons
therapy. I will never forget how
she helped me and my family.”
Keys to Attraction, Retention & Rehire
WINNING THE WAR FOR TALENT
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1. More flexibility
2. Increased variety
3. Better earning potential
Why talent work for staffing firms
Temporary by Need
24%
Temporary by Choice
76%
Primary Reason for Seeking Temporary Employment
Source: 2016 CareerBuilder and Inavero Staffing Advantage Report
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It’s a talent-driven market…doesn’t mean the talent isn’t stressed
1. More than half of full-time employed expect to change companies within 12 months.
2. One in 4 are weighing multiple, interesting opportunities,
3. Yet, Nearly half are stressed about their job search.
Source: 2016 CareerBuilder and Inavero Staffing Advantage Report
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Temporary assignments considered viable, but hard for firms to differentiate
47%Think firms are good bridge to permanent
employment
36%Think all firms are mostly the same
Would consider taking temporary
assignment
69%
Source: 2016 CareerBuilder and Inavero Staffing Advantage Report
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How the staffing industry measures service quality A 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
HOW
Is 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 Score®
® Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.
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So what’s a good NPS?
>70% (Worldclass)
>50% (Exceptional)
30% (Average)
0% (Bad)
62%
10%
54%
14%
35%
-1%
84%
-13%
66%
19%
11%
78%
55%
29%
75%
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The candidate experience remains mediocre, with slight declines
-48% -48%
-33% -34%-26% -25% -27% -30%
19% 16%
28% 30% 33%
22% 24% 21%
-60%
-40%
-20%
0%
20%
40%
2009 2010 2011 2012 2013 2014 2015 2016
Candidates: Likelihood to Recommend Working with Primary Staffing Firm
Applicant NPS® Placed Candidate NPS®
21%50%
65%
Staffing Industry Best of Staffing Minimum Best of Staffing WinnersSource: 2016 CareerBuilder and Inavero Staffing Advantage Report
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Loyalty (NPS) decays over the span of an assignment
30%
19%
14%
6%
1 month or less 2-6 months More than 6 months End of Assignment
Length of Time on Assignment
Source: 2016 CareerBuilder and Inavero Staffing Advantage Report
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Stop flushing money down the toilet with your placed talent
74% aren’t rehired post-assignment end.
Nearly 20% have an issue while on assignment.
45%
39%
25%
20%
14%
14%
Assignment misrepresented
Assignment ended unexpectedly
Mistreated by company where placed
Company wasn't ready for me when I started
Was paid the incorrect amount
Check was late
Top Issues Talent Have While on Assignment
Source: 2016 CareerBuilder and Inavero Staffing Advantage Report
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Mistakes aren’t the issue – it’s the recovery (or lack thereof)!
Resolved 38%
Unresolved 62%
‘Very Satisfied’ with Speed of Recovery: 32%
‘Very Satisfied’ with Outcome of Recovery: 24%
38%
38%
34%
22%
4%
Told everyone I knowabout the issue
Left the assignment
Quit working with thestaffing firm
Discouraged othersfrom using the firm
Left a negative review(Glassdoor, etc.)
Source: 2016 CareerBuilder and Inavero Staffing Advantage Report
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Speed and Outcome are of Equal Importance
4/27/2016
8/3/2016(98 days later)
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Keep talent engaged with timely, personalized, information
How to Keep Talent Engaged
93% New job opportunities
52% Salary trends for their position
48% Online training opportunities
47% Opportunities to interact with other talent
Source: 2016 CareerBuilder and Inavero Staffing Advantage Report
Keys to World-Class Selling and Service Delivery
WINNING BUSINESS
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Times are changing. Are you?
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The sales funnel for staffing firms
118 connects/week/AM50 calls 155 calls
25th Percentile 75th PercentileAverage
7 meetings4 10
25th Percentile 75th PercentileAverage
4 job orders2 5
25th Percentile 75th PercentileAverage
Source: 2016 CareerBuilder and Inavero Staffing Advantage Report
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Referrals are King for Client Acquisition – but is Your Online Reputation Where it Should Be?
51%
31%
30%
29%
28%
27%
24%
23%
16%
13%
9%
8%
7%
5%
0% 50%
Professionalnetworkreferral
Firm’sreputa onwithintheindustry
Staffingfirm’swebsite
Searchedforthestaffingfirmonline
Hiredfirmatapreviousjob
Onlinereviews
Personalnetworkreferral
Proac verecommenda on
Workedwithfirmonpersonaljobsearch
Firm'ssalesrep
Socialmedia
Onlineads
Industrytradeshowsandevents
Tradi onalmediaads
ResourcesUsedtoFindandSelectPrimaryStaffingFirm
62%Still Vet Your Firm Online:
40% Staffing firm’s website
37% Online reviews
35% Online search
11% Social Media
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81% work with
more than 1 staffing firm
Share of Wallet – The Untapped Growth Engine for Your Firm
59% Better access to qualified talent
59% If one firm can’t fill order, another probably can
45% Broader industry experience
Top Reasons for Working with More than One Firm
Source: 2016 CareerBuilder and Inavero Staffing Advantage Report
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Client satisfaction recovers (slightly) from 2015 low
56%
47%50%
39%35%
32%
27%
29%
15% 14%20%
21%
27%24%
30%
25%
41%
33% 30%
18%
8% 8%
-3%4%
-20%
0%
20%
40%
60%
2009 2010 2011 2012 2013 2014 2015 2016
Clients: Likelihood to Recommend Working with Primary Staffing Firm
Promoters Detractors Net Promoter Score®
4%
50%68%
Staffing Industry Best of Staffing Minimum Best of Staffing Winners
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Maximizing the Satisfaction of Staffing Industry Clients
Ask questions to clarify the needs of the position
Follow up on your requests or issues within 24 hours
Set realistic expectations about any potential open positions
Pre-Submission
+84%
+57%
+56%
Candidates submitted were a good culture fit
Candidates submitted matched the position’s specifications
Candidate’s unique qualifications were shared
Submission
+65%
+61%
+59%
Checked in at least monthly throughout the assignment
Resolved any issues of the placed talent within 24 hours
Debriefed on placed talent’s performance at end of assignment
Post-Placement
+62%
+60%
+55%
Impacting Satisfaction Throughout the Process
Gap between NPS when action occurs versus NPS when action does not occur
Source: 2016 CareerBuilder and Inavero Staffing Advantage Report
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A bad prediction…
“I think there is a world market for maybe five computers."
Thomas Watson, IBM 1943
A (hopefully) better prediction…
“Within 5 years, traditional staffing firms will be marketing their candidates using performance
reviews and hiring manager testimonials.”
Source: 2016 CareerBuilder and Inavero Staffing Advantage Report
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Online staffing models provide a glimpse into a high tech future
17%2016
Client
7%2015
9%2016
5%2015
Talent
Online Staffing Model Utilization
Source: 2016 CareerBuilder and Inavero Staffing Advantage Report
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Really Good Recruiters are Proactive, Skilled & Responsive
• Be extremely responsive
• Provide multiple candidates to choose from
• Be proactive
• Find talent they can’t find
• Be trustworthy
• Be slow to respond
• Be aggressive with your suggestions
• Misrepresent your talent
• Underemphasize industry-specific trends
• Underemphasize culture fit
Source: 2016 CareerBuilder and Inavero Staffing Advantage Report
Where the Industry is Investing and Why
WINNING THE TECH ARMS RACE
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18% 48% 33%
Where is your firm in the staffing industry technology race?
Ahead of Competition
On Par with Competition
Behind Competition
84% Believe it hurts their business
96%Believe it helps their business
Source: 2016 CareerBuilder and Inavero Staffing Advantage Report
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Technology investment is expected to continue increase in 2017
67%
61%
50%
27%
21%
Missed revenue opportunities
Losing out on high qualitytalent
Less efficient than other firms
Losing accounts
Competitive disadvantage
Negative Impact of Lagging the Industry in Technology
100%0%73% Increased Investment Vs. 5 Years Ago
99% Expect Same or Increased Investment in 2017
47%
42%
32%
31%
31%
17%
17%
28%
17%
11%
Improved recruiter efficiency
Candidate searchimprovements
Mobile optimization
Talent Communities/Networks
Job boards
Currently Investing Investing in Next 12 Months
Most Popular Areas of Technology Investment
Source: 2016 CareerBuilder and Inavero Staffing Advantage Report
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The best staffing firms leverage technology to win
Best of Staffing Winners Non-Best of Staffing Winners
72% Website is mobile friendly 63%
71% Salary data/guides are provided 51%
61%Plan to increase their technology investment within
the next 12 months52%
53%Report they’re “very comfortable” with using their
staffing firm’s current technology41%
52%Share market conditions and trends data snippets
on social media39%
41% Ahead of competing firms in leveraging technology 27%
Source: 2016 CareerBuilder and Inavero Staffing Advantage Report
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1 in 5 Clients Believe our Industry is ‘Behind the Times’ on Technology
90%Think it’s important for
their staffing firm to have the most up-to-
date technology
74%Think up-to-date
technology differentiates a
staffing firm
Source: 2016 CareerBuilder and Inavero Staffing Advantage Report
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Up-to-date technology is viewed as critical by job candidates
Only 9%Think the staffing
industry technology use is ahead of the times
• Outdated website
• Lacking mobile integration
• Lack of communication through technology
Behind the Times Tech
92%Think it’s important for
their staffing firm to have the most up-to-
date technology
Source: 2016 CareerBuilder and Inavero Staffing Advantage Report
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A bad prediction…
“It'll be gone by June." Variety Magazine on Rock n’ Roll 1955
A (hopefully) better prediction…
“A smartphone is just a phone….”
“Mobile-optimized is just a website...”
“On-demand is no longer a feature...”Source: 2016 CareerBuilder and Inavero Staffing Advantage Report
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Technology empowers candidates in the process, but only if the human element isn’t lost
Average job candidate uses 16different resources, during the job search
• Overall process has improved
• Applications are easier to complete
• Mobile applications have improved
• Automated job alerts improved
• Responsiveness has declined
• Negative decline in human interaction
• Applications have gotten longer
Source: 2016 CareerBuilder and Inavero Staffing Advantage Report
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Talent are always ‘on’ and your engagement with them needs to reflect that
Just Applied for a Killer Job!
85%
67%
65%
42%
28%
5%
Search for a job
Applied to a job
Responded to emails about a job I wasinterested in
Corresponded via text message withsomeone about a potential job
Submitted a timecard
Other (please specify):
Activities Talent EXPECT to be Able to do Via Mobile
Source: 2016 CareerBuilder and Inavero Staffing Advantage Report
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Smartphone Addiction Adoption Near 100% - Now its About Function
62%
60%
57%
46%
45%
39%
34%
0% 40% 80%
ViewopenjobssimilartotheonesIhaveopen
Requestrecruiter/accountmanagercontact
Checkonthestatusofopenorders
Locatethebranchnearesttome
Getanideaoftheratestheycharge
Learnmoreaboutthefirm’sindustryexper se
Learnmoreabouthiringtrends/bestprac ces
Ac vi esClientsEXPECTtobeabletodoViaMobileonStaffingFirmWebsites
Source: 2016 CareerBuilder and Inavero Staffing Advantage Report
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A bad prediction…
“There will never be a bigger plane built.”
Boeing Engineer, 1962
A (hopefully) better prediction…
“Marketing success in 2020 and beyond will be achieved by those who do the best job of providing a consistently remarkable
experience and enabling their fans to tell their story.”
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It’s not what you say, it’s what you do….
46
Its not our strategy, its our execution.
What the Brand
Promises
What the Field
Delivers
1. Information
2. Visibility
3. Accountability
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And finally…. Don’t overlook the simple solution.
© 2016 CareerBuilder
Thank you!Presented By:
Kyle Braun, President, Staffing and Recruiting Group, CareerBuilder
View More Resources at:
Resources.CareerBuilder.com
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