Tag: #highvolume

Creating an Effective Employer Brand for Volume Hiring 

Posted on by akessler

It’s no secret that job vacancies continue to outnumber job seekers.  But what many employers focused on volume hiring don’t realise is that they already have one of the most effective tools for out-recruiting their competition at their disposal: their employer brand.

Investing in your employer value proposition (EVP) and employer brand is one of the best ways an organisation can differentiate and attract the volumes of candidates it needs without compromising on quality-of-hire. In this article, we share ways to make your employer brand work harder for your volume hiring needs.

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Employer Brand vs Consumer Brand        

At PeopleScout, we define employer brand and EVP as follows:

  • Employer brand: Your employer brand is the perception and lived experiences of what it’s like to work for your organisation.
  • Employer value proposition: Your employer value proposition, or EVP, captures the essence of your uniqueness as an employer and the “give and get” between you and your employees.

When an organisation’s brand is well-known, there is frequently an overlap in sentiment between the consumer and employer brands in the minds of the general public. What candidates expect from you as consumers will be very different from what they’re looking for as potential employees.

Your employer brand should showcase the characteristics that make a company a great place to work, as well as the benefits, career growth opportunities, work-life balance and company culture that help you attract and retain talent.

Understand Your Audience & Tailor Your Content

The key to an effective employer brand is to know your audience. Zero in on who your ideal candidates are by looking at the most successful employees in each role. Are there similarities in their work experience, motivators or personalities? For example, we helped a telecoms client create candidate persona profiles for their contact centre and found that many of their longest tenured employees were previously employed in beauty salons. These employees were applying their previous customer service experience to their phone and online customer interactions.

By shifting the mindset from getting candidates with previous call centre experience to getting applications from candidates with past customer service experience in salons, restaurants and hotels, we were able to help the client increase offer acceptance and reduce attrition.

Similarly broadening your target audience will help you hire at scale in today’s tight market, and understanding who is most successful in a role—what makes them tick, what motivates them—will help you lean into the aspects of your employer brand that will be most meaningful to them. That could mean playing up your flexible work shifts, growth opportunities or your organisational values.

Create a Positive Candidate Experience

Even if you receive an influx of applicants for a role, don’t sacrifice the candidate experience. Word of mouth is still alive and well, and candidates have no problem sharing their experiences (especially negative ones) on social media.

Investing in CRM tools to introduce more personalisation into your candidate communications can boost your candidate experience. Look for tools with texting and SMS capabilities to reach candidates where they already are. Texting is often more accessible for many hourly job seekers who are more likely to rely on their mobile devices for job searches and internet access.

Automating your screening and interview scheduling processes via text helps free up time for your recruiters and hiring managers to connect one-on-one with candidates and hold meaningful conversations that improve the candidate experience.

Your recruitment process should leave every applicant, regardless of whether they get a job with you, with a positive impression of your organisation. Candidates are often your customers, and the last thing you want is for your candidate experience to negatively impact your consumer brand reputation. An exceptional candidate experience is essential not only in engaging the talent you need today, but in establishing a strong employer brand that will serve you well into the future.

Get Tips to Optimize High-Volume Recruitment

Want more tactics for high-volume recruitment? Check out our ebook, 9 Strategies for Solving High-Volume Hiring Challenges.

Targeted Recruitment Marketing Campaign Delivers Talent for Global Theme Park Brand

Posted on by akessler
Targeted Recruitment Marketing Campaign Delivers Talent for Global Theme Park Brand

Targeted Recruitment Marketing Campaign Delivers Talent for Global Theme Park Brand

During a unique time in the market with remote and flexible work options becoming the norm, this multinational chain of family theme parks required help hiring for critical in-person roles including customer service, performers and lifeguards across two of its major U.S. theme parks. PeopleScout helped hire over 1,500 workers using recruitment marketing campaigns and our talent advisory expertise.

1,500+ + hires made in just six months across two locations
reduced drop-off by streamlining the application process
reduced drop-off by streamlining the application process
30,000 clicks from recruitment marketing ads across social media and online display networks

Situation

This multinational chain of family theme parks required help hiring a variety of roles across its California and New York resorts including customer service roles, performers and lifeguards.

Solution

PeopleScout conducted in-depth market research to determine the biggest challenges the client faced when recruiting for their theme parks and resorts. We identified remote work, “candidate is king” and higher pay as the three main challenges facing the client. Here’s how we solved each:


Challenge #1 — Remote Work:

More people want flexibility. Front-line and hourly positions are less attractive to candidates after the growth in remote work during the pandemic.

Our Solution: We leveraged the client’s “play” branding to emphasise the fun and rewarding aspects of working on-site at one of the theme parks. This was fed through into recruitment marketing creative and copy. 


Challenge #2 — “Candidate is King”:

With open positions outnumbering candidates for much of recent memory, today’s candidates know their worth, and the Great Resignation is proof that people are less willing than ever to settle.

Our Solution: By testing alternative job titles, improving job copy, and reaching out on different channels, we were able to widen our reach and pool of candidates. We strategically targeted candidates most likely to apply for the roles, such as those looking for seasonal or part-time jobs.

Challenge #3 — Higher Pay:

When faced with increased living costs, candidates are demanding higher pay.

Our Solution: The client was not in a position to raise wages for these roles. So, we got creative by restructuring job copy to better position the client’s competitive benefits. By quantifying these benefits and putting them front and centre on job postings and recruitment marketing materials, we were able to generate interest without raising wages.

Results

  • In the first six months, we were able to fulfil our goal of 1,336 hires in California & 190 in New York.
  • The client’s previous application had up to 22 sections where the candidate had to input information. PeopleScout optimised and shortened this candidate journey by employing a variety of channels including Indeed One-Click, Indeed Hiring Events and Talent.com. This reduced the application abandonment rate.
  • PeopleScout restructured job descriptions to create job advertisements. In other words, we rewrote the copy to focus on the value the client and the role have to offer their employees rather than what the client wanted from candidates.  
  • PeopleScout performed A/B tests to determine which job titles would help reach a wider pool of candidates. For example, we found that “Waterpark Attendant” received almost 300 applications in the first week, while “Lifeguard” received only 15.
  • Social outreach using Facebook, Instagram and Google Display Network resulted in 4.1 million impressions and 30,000 clicks across the California and New York audiences.

AT A GLANCE

  • COMPANY
    Multinational chain of family theme parks
  • PEOPLESCOUT SOLUTIONS
    Talent Advisory
  • ANNUAL HIRES
    1,500+
  • LOCATIONS
    Over 10 theme parks around the world
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On-Demand Webinar: How to Build an Agile Workforce for Scale and Demand

Posted on by mpinder
[Webinar On-Demand] How to Build an Agile Workforce for Scale and Demand

[Webinar On-Demand] How to Build an Agile Workforce for Scale and Demand

Employers today are dealing with more than just a tight talent market, increased turnover and rising wages; the world of work has permanently changed —and so have candidate expectations. The demand for total talent has become more dynamic, and employers are leveraging seasonal and project-based hiring to reduce the time to mobilise internal and external workforces.

Watch this on-demand webinar in partnership with HR Exchange Network to get a real-life case study on agile hiring solutions that combine candidate experience, talent acquisition technology and dynamic insights-led sourcing, which are aligned to future workforce plans.

Talking Talent: Talent at the Speed of RPO

Posted on by nfuqua

One of the biggest make-or-break factors in today’s talent market is simple, but difficult to execute—speed. In a talent market where job postings outnumber job-seekers and future uncertainty still plagues employers, speed can be the deciding factor in whether your organisation has enough workers, as well as the best talent and the ability to respond to changing market conditions.  

When I talk about speed, I’m talking about it on two fronts: On one level, employers need to remain nimble. During the last two years, we’ve learned that the world can change drastically at a moment’s notice; as a talent leader, that means you need to be able to scale your team up and down. Can you respond to a hiring spike to keep up with demand? Can you handle seasonal hiring? If you can’t respond and flex your team quickly, you’ll struggle to hire enough candidates and your business will suffer.  

But, there’s more to it than that. There are three key factors that applicants have more of today than they’ve ever had before: Options, options and more options. They have options in the type of work they do, options in the level of compensation they receive and options regarding their work/life balance. Consequently, if you can’t bring a candidate through your recruitment process quickly enough, you’ll lose them to another one of their options.  

All of this is compounded by the fact that recruiters are in short supply. As SHRM reports, many recruiters changed careers after the cutbacks in 2020. Now, job postings for recruiters have tripled, and there aren’t enough candidates to fill the open roles. So, how can talent leaders meet candidate expectations? In this article, I’ll explain how the right talent solution can help you become more nimble and streamline your recruitment process. 

Challenge: Remaining Nimble Amid Uncertainty  

Whether it’s for planned busy seasons or unanticipated shifts in the market, you may need to scale your talent acquisition operations up or down—and fast. At first, you may think that this can be handled internally, but high turnover and a shortage of recruiters makes it difficult. And, although pulling in employees from other areas of the business for extra support during a busy period can be tempting, it then leaves shortages elsewhere in the organisation. Plus, those workers may not have the skills or background to effectively recruit new employees.  

How RPO Can Help: Scalable Support 

Fortunately, you can get around this hurdle by looking for a recruitment process outsourcing (RPO) partner that can blend seamlessly with your organisation. Specifically, an experienced provider can add or reduce the number of recruiters on your team to meet your changing needs. For instance, as you approach your busy season, recruiter numbers can increase to ensure they’re fluent in your business so that candidates never know the difference. Then, when your hiring volume decreases, those recruiters can move to a different project; you don’t have to worry about hiring additional recruiters or keeping additional staff busy during slower periods.  

How RPO Can Help: Automation Technology  

You can also use technology to streamline the process for your talent acquisition team. By doing so, you’ll be able to automate the time-consuming, repetitive tasks that add little value for candidates, but require significant recruiter time. Moreover, this also allows your recruiters to fill more roles quickly, making it easier for them to handle the increased volume of a busy period. Essentially, while you may still need to scale your team to some degree, the right technology can make these shifts less dramatic.  

An RPO provider can also help you find the right technology solution for you. In particular, tools like automated sourcing can take some of the load off of your sourcing team by identifying qualified candidates within minutes. Likewise, automated recruitment marketing tools can reduce the amount of time recruiters spend crafting emails to reach out to candidates. And, virtual, on-demand interviews save recruiters time by removing the phone tag just to schedule an interview; instead, the recruiter and hiring manager can screen candidate responses at their convenience. Finally, analytics tools can help you ensure that you’re using your resources most effectively. PeopleScout’s proprietary talent technology, AffinixTM, is one example that can meet these needs.  

How RPO Can Help: Smaller Scale Solutions 

It can be scary to enter into a full-cycle RPO partnership in today’s market, but that doesn’t have to be a deterrent. Solutions like project-based RPO—which we call Recruiter On-Demand—can provide targeted, short-term support for all or part of your hiring process. This can also include technology solutions. What’s more, a project-based RPO can also be implemented more quickly than a traditional RPO program, thereby making it even easier for your team to scale up to meet your hiring needs.  

Challenge: Speeding up the Candidate Experience 

Candidates are in the driver’s seat in this job market, and that’s likely going to continue for quite some time. For example, in the past, job-seekers would be willing to wait for a call back or an interview; a strong employer brand made candidates more tolerant of a slow process. But, today, speed is of the essence. Now, candidates are looking to control the timeline—and, if they can’t, they’ll find another opportunity easily and quickly: They can take a gig job. They can take their transferable skills to another industry. They can work for your competitor. Even new grads are in high demand, with many receiving multiple offers or offers months before graduating.  

How RPO Can Help: Candidate Experience Best Practices 

To compete in this market, you need to adjust your process to make it fast and able to provide a better experience for candidates. If you’re struggling to do this internally, look for an RPO provider with the right expertise; look for a partner with both experience in your industry, as well as across industries. While every industry is unique, you can often benefit from knowledge of other sectors and geographies.  

You probably already have good data about your talent acquisition program, but perhaps you lack the expertise to interpret that data and identify areas to improve. If so, choose a partner that’s focused on the entire process—from sourcing through every stage of recruitment to the first 30 or 60 days a new hire is on the job. With that background, they’ll be able to review every step and identify the most influential areas for improvement. For instance: Where are candidates experiencing friction? Is it on your careers site? Completing your application? Scheduling interviews? Waiting on your team to process excess paperwork? Your RPO provider should be able to identify which challenges you’re facing and implement targeted interventions.  

How RPO Can Help: Speedy Technology Solutions 

An RPO provider’s technology solutions can also add speed. If you spend a lot of time interviewing candidates, consider whether those interviews accurately indicate whether the candidate will be successful. If not, you may be able to replace part of a drawn-out interview process with a more effective assessment.  

As an example, a short, mobile-first application can bring more candidates into your funnel. Next, a text or SMS interview can move candidates on to the next steps quickly. Finally, on-demand interviews and interview self-scheduling don’t just help your team work more efficiently; they also help candidates move through the process faster and give them a sense of control. 

Taking the First Step 

Overall, an RPO provider gives you what you need: More resources. At PeopleScout, we can engage our global teams for 24/7 support. For example, recruiters can review résumés, CVs or on-demand interviews overnight so that your team has a prescreened slate of candidates waiting when they start work in the morning. Your RPO provider can also take on administrative steps, like background screenings or drug tests. All of this makes you faster and more nimble.  

Taking the first step toward working with an RPO provider can be intimidating. But, if the last two years have taught us anything, it’s the need to be flexible in finding different solutions to new challenges. You can’t get anywhere quickly if you let things stay the same. 

High-Volume RPO

9 Strategies for Solving High-Volume Hiring Challenges

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9 Strategies for Solving High-Volume Hiring Challenges

Posted on by akessler

9 Strategies for Solving High-Volume Hiring Challenges

Competition for talent is steep, with high demand from call centres, hospitality, retail, security, travel, logistics, healthcare and even government entities. In fact, 65% of companies have high-volume recruitment needs.

Talent acquisition leaders are facing the most tumultuous job market in recent memory with an impossible combination of soaring job openings and a labour shortage.

  • So, how do they compete for talent when the competition is so fierce?
  • And how can they prepare for seasonal peaks?
  • More importantly, how can they increase speed without sacrificing on quality-of-hire?

Download our ebook to learn 9 Strategies for Solving High-Volume Hiring Challenges. It’s a must-read for any talent acquisition team focused on solving critical problems in their high-volume hiring programs.

Merivale: High-Volume Recruitment for a Winning Hospitality Brand

Posted on by akessler
Merivale: High-Volume Recruitment for a Winning Hospitality Brand

Merivale: High-Volume Recruitment for a Winning Hospitality Brand

Merivale, Australia’s most innovative hospitality brand, turned to PeopleScout for a high-volume recruitment process outsourcing (RPO) solution, powered by Springboard, our talent acquisition suite.

800 hospitality roles filled in just six weeks
3,000 total hires made leveraging a data-driven approach
3 3.36 days time-to-offer achieved on average
balance of automation through Springboard and high-touch RPO
balance of automation through Springboard and high-touch RPO

Situation

In late 2021, Merivale was formally awarded the contract to manage the hospitality venues in the Sydney Cricket Ground (SCG) and the Sydney Football Stadium (SFS). This opportunity represented a new approach to dining at Sydney’s major sporting venues, moving away from the traditional fast food stadium experience toward more refined dining that will enhance the stadium experience.

However, the Sydney hospitality market was facing a crisis. After two years of border closures, the hospitality workforce was decimated. Plus, the uncertainty around the lifting of lockdown restrictions meant that Merivale received confirmation of their appointment to the stadium contract with only six weeks to prepare before the Ashes test would be held at the SCG.

Merivale came to PeopleScout with a challenge—to source over 800 roles in one of the tightest talent markets in a generation.

Challenge accepted!

Solution

PeopleScout needed to act fast. We quickly mobilised Springboard, our Australian-built and supported proprietary talent acquisition suite, to capture expressions of interest from potential applicants. We built an online application form and campaign page that would educate applicants on the opportunities at Merivale, and through the dynamic application form, automatically categorised candidates into Merivale’s role streams of:

  • Bar staff
  • Wait staff
  • Cashiers

PeopleScout knew that speed was essential due both to our short timeframe and the highly mobile nature of hospitality candidates—we had to act fast! PeopleScout implemented a tech-powered Talent Acquisition solution through which eligible applicants were immediately invited to complete a video interview following their application. If applicants had not completed the video interview within 24 hours of submitting their application, our Centre of Excellence team followed up to conduct a live phone interview. The PeopleScout Centre of Excellence vetted all video interviews and phone screens, and successful candidates were handed over to Merivale for offer and onboarding.

Evolution

The PeopleScout team worked tirelessly in the lead-up to the New Year’s Ashes test, and we were able to fill the 800 roles needed for the Merivale stadium launch—in just six weeks.

Following the success of the first phase of the hospitality launch, Merivale engaged PeopleScout to source the talent they required to support the hospitality venues across both the SCG and SFS for the remainder of the year. Merivale needed a total talent pool of 3,000 skilled hospitality workers including those with fine dining experience, like chefs and front of house staff and retail personnel.

Following the Ashes pilot, Merivale had a better understanding of the candidate profiles they needed, so PeopleScout worked closely with the Merivale team to profile nine job categories across three job families. Candidate responses were screened using AI-powered tools in Springboard to dynamically filter them into qualified roles.

PeopleScout leveraged Springboard to build real-time analytics dashboards which helped us build the insight gained through the first round of recruiting into the decision-making process. In Springboard, we tracked candidate sources and engagement levels and fed this insight back to the Merivale marketing team so they could direct their activities to the channel which yielded the greatest results. Leveraging the CRM tool in Springboard, we also encouraged referrals from current Merivale staff and alumni.

PeopleScout maintained the same high-touch approach and fast turnaround for video and phone screening. We collaborated closely with the Merivale team to assess our results completing, spot audits throughout the process to ensure the team maintains high-quality hires and achieves the best possible outcome.

Results

PeopleScout was able to generate so much trust from Merivale that they gave our team permission to make direct offers to candidates without validation from the Merivale team.

In an extremely challenging talent market, PeopleScout achieved a time-to-offer of just 3.36 days and a time to fill of 5.5 days. PeopleScout is on track to source the volume of candidates Merivale needs, and with the SFS launching in late 2022, this requirement continues to grow.

AT A GLANCE

  • COMPANY
    Merivale
  • PEOPLESCOUT SOLUTIONS
    Recruitment Process Outsourcing
  • ANNUAL HIRES
    3,000+
  • ABOUT MERIVALE
    Merivale is a pioneer within the Australian hospitality industry. With over 70 brands and venues, it is synonymous with delivering unique and memorable experiences.
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Strategies for Overcoming High-Volume Hiring Challenges

Posted on by akessler

Competition for talent is steep, with high demand from contact centres, hospitality, retail, security, travel, logistics, healthcare and even government entities. In fact, 65% of companies have high-volume recruitment needs. Organisations across sectors are struggling to stand out in today’s competitive talent landscape, but for those talent leaders trying to meet their high-volume recruitment goals it feels like an impossible mission with soaring attrition rates, labour shortages and record job vacancies.

In this article, we’ll explore some of the top challenges you’re probably experiencing with high-volume recruitment and offer some ideas to address them.

What is High-Volume Recruitment?

High-volume recruitment involves sourcing, screening, interviewing and hiring large numbers of applicants for similar openings or job types. It requires a tricky balance of keeping substantial quantities of job applicants moving through the recruitment process at speed. Plus, throughout the year it requires talent acquisition teams to scale up quickly to meet seasonal demand, like for holiday shopping periods or during peak travel times.

The High-Volume Hiring Landscape

COVID-19 was a mixed bag for high-volume recruitment. Retail and logistics workers were less severely impacted by furloughs and layoffs due to the “front line” status of grocery stores and the growth in online shopping. However, other industries, including the travel and hospitality sectors, were hit hard as lockdown came into force. 

The following trends are shaping the high-volume recruitment landscape:

  • Increased Competition:
    Job openings have grown by a third since 2019, yet job seekers per opening have fallen by half. Plus, employees who were let go during the pandemic may feel resentful of their former employers and may have moved on to other roles in other sectors.
  • Recruiters are Rare:
    As of April 2021, recruiter job postings on LinkedIn surpassed pre-pandemic levels. There’s a record number of roles to be filled and not enough recruiters to tackle the work, creating a series of knock-on effects for organisations.
  • Attrition is Skyrocketing:
    A massive 41% of the global workforce is considering quitting their jobs and only 20% report feeling engaged at work. In a recent survey, 55% of hiring managers cited retention and turnover as the number-one issue impacting their ability to hire—and their company’s ability to thrive.
  • Candidate Expectations Have Changed:
    Modern candidates have modern expectations which are more aligned with today’s consumer experience. They want digital-first experiences—on their mobile phone—and fast responses. In fact, they expect acknowledgement of their application immediately upon submission, first contact from a recruiter within 24 hours and regular updates on the hiring process in a timely manner.

9 Strategies for Solving High-Volume Hiring Challenges

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High-Volume Recruitment Challenges and Solutions

In this challenging landscape, how can employers stand out from the competition and attract a large number of candidates quickly without sacrificing quality?

We’ll tackle three of the top challenges below and offer strategies you can use to get ahead.

Challenge: Ghosting and Candidate Drop Off are Rampant

“Ghosting”—not showing up with no reason given and often no communication from the candidate—is on the rise at the interview, assessment and even onboarding stages. According to an Indeed survey on ghosting in the workplace, 22% of candidates say they have accepted a job offer but didn’t show up for the first day of work.

Many organisations are not prepared to support the current pace of hiring. Candidates are much less tolerant of long recruitment processes and pauses in communication from employers, so organisations who can move the fastest are more likely to have their offers accepted. Plus, those doing high-volume recruitment are seeing an increase in candidates dropping out of the funnel even in the application phase. If applying for a position is too complicated or too long, candidates won’t complete it. Online applications with 45 or more questions have an abandonment rate of nearly 90%.

Solution:

An RPO partner can help you evaluate your recruitment processes and identify opportunities for efficiency. They may suggest steps you could eliminate or combine and introduce tactics to help reduce the time between steps to help you keep pace with candidate expectations and reduce ghosting. They can also take over time-consuming steps like reference verification and background checks, leaving your team to focus on moving candidates through he funnel faster.

RPO providers also have access to the latest talent acquisition technology which can automate parts of your process. Leveraging CRM technology enhanced by artificial intelligence (AI), your RPO partner can nurture candidates through automated recruitment emails and even SMS messages. Texting is also a great way to screen candidates and automate interview scheduling, eliminating manual steps and accelerating your hiring timeline. By automating some of your candidate communications, you keep candidate engaged and reduce funnel drop off without increasing the workload for your recruiters and hiring managers.

Challenge: Desperation to Fill Vacancies Results in Reduced Quality-of-Hire

Increased attrition from the Great Resignation is leading to productivity loss. Many businesses have been forced to close stores due to lack of staff or because they don’t have enough staff to assist customers in a timely manner—in-store, in-branch or in the call centre. The customer experience suffers which results in decreased sales and revenue loss, leading to some talent acquisition teams and hiring managers making bad hires out of desperation to fill vacancies.

With tight competition, time-to-offer has become a competitive differentiator. Often hiring managers may skip some interview or assessments steps in order to speed up their processes and keep talent in the funnel, leading them to compromise on quality-of-hire. Candidate without the right skills can also impact your customer experience.

Solution:

Challenge your assumptions or your hiring managers’ assumptions about the type of skills and background that are really needed for your roles. This will help you understand what experience is necessary for talent to have coming into the role and what can be learned on the job. We did this for one of our high-volume RPO clients that was struggling to hire for customer service roles. By interviewing their most successful customer-facing employees, we helped the brand realise that past customer service experience was not a predictor of future success, but rather employees stressed the amount of problem solving they had to do in their daily tasks. Not only did this expand their pool of talent, but it also helped to increase the quality of their hires and reduce attrition.

To support this, you should also rethink your candidate assessment so that it evaluates not just hard skills, like the ability to use a point-of-sale system, but also soft skills like empathy, attitude and work ethic, which are increasingly important for high-volume hiring. At PeopleScout, we’ve developed our whole person assessment model specifically for high-volume hiring. Through this we’ve helped many organisations create an assessment process that can identify and excite great candidates without extending their recruitment timeline.

Challenge: Leaning on Hiring Managers to Recruit is Leading to Burnout

With recruiters in short supply, hiring managers are picking up the slack in order to fill their vacancies. Unstructured, ineffective hiring processes and weak employer brands are putting the burden of attracting candidates and creating positive candidate experiences squarely on the hiring manager. The pressure only increases as they miss business targets due to lack of staff. In fact, 84% of hiring managers say they have hit or have come close to burnout because of hiring for their organisation.

Solution:

A high-volume RPO solution helps augment your resources by acting as an extension of your in-house team. An RPO provider can handle everything at scale from sourcing and pipelining, screening, interviews, assessments, reference checks, offer management and more—whatever you need to free up your in-house recruiters and hiring managers to focus on more high-value tasks. Plus, RPO partners have particular focus on keeping hiring managers informed—whether it be ensuring they’re prepared for interviews or delivering feedback from candidates afterwards.

One of the biggest value-adds that RPO brings is experience with the latest talent technology innovations. An RPO partner can help you assess talent acquisition software to address all aspects of your recruiting process, from sourcing talent to creating a more efficient candidate experience. Your provider can show you how emerging technologies like AI, machine learning and predictive analytics can boost your speed and hire quality. Your hiring managers will love not having to spend so much time on administrative tasks.

Conclusion

The current talent market can’t be conquered with your old talent acquisition strategies. A high-volume RPO solution offers a range of approaches to help organisations attract, process and hire a large number of candidates. Whether you need to revamp your employer brand or to augment your in-house recruitment team, an RPO partner can help crank up your high-volume recruitment program.

Reducing Attrition in the Contact Centre Through High-Volume RPO

Posted on by akessler
Reducing Attrition in the Contact Centre through High-Volume RPO

Reducing Attrition in the Contact Centre through High-Volume RPO

A leading financial services company tasked PeopleScout with high-volume recruitment process outsourcing (RPO) for their customer contact centres.

104% % of Target Achieved
11% % Attrition Rate—Well Below the Industry Average of 30%
We're Duplicating This Campaign’s Success for Some of the Client's Other Departments
We’re Duplicating This Campaign’s Success for Some of the Client’s Other Departments

Situation

The increased cost of living means the customer service advisors at this leading bank are under greater pressure to handle more and more complex customer queries, leading to longer calls and increased hold times.

The bank needed to recruit more staff to meet their service levels and create a great experience for their customers. As their RPO partner, we are currently recruiting almost 2,800 permanent customer service advisors per year. In response to the changing needs of their customers, however, we launched a campaign to recruit an additional 150 customer service representatives for their contact centres plus up to 450 additional advisors within their branch network. At the same time, we enabled them to transition from contingent solutions to 100% permanent hiring.

Solution

We designed the customer service recruitment process from scratch, which included a recruitment marketing campaign that we designed and managed. Digital adverts directed candidates to a careers page where they could apply. Each candidate received an automated message to complete an online test, which ensured only best-fit candidates progressed. Our team then reviewed the applications and test results and put forward candidates to the client for a virtual interview and role play.

Once the selection process was complete, we managed the offer process and submitted compliant right-to-work documentation for successful candidates.

Results

To date, the PeopleScout have achieved 104% of our hiring goal, with an attrition rate of just 11%—well below the industry average of 30%.

As a result, the client have asked us to duplicate this campaign to support recruitment in additional call centre teams.

“The PeopleScout team work tirelessly to deliver and are fully invested in our objectives and values. There is always a willingness to be flexible and agile, working collaboratively to achieve a common goal.”

Recruitment Manager

AT A GLANCE

  • COMPANY
    Leading Bank
  • PEOPLESCOUT SOLUTIONS
    Recruitment Process Outsourcing
  • ANNUAL HIRES
    3,000+ across customer services, in-branch and in the contact centre
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Providing a High-Volume Project RPO to Boost Recruiting Capabilities

Posted on by shunter

PeopleScout was approached by a major national financial institution looking to supplement its internal recruiting functions. PeopleScout’s talent acquisition solution provides the client with the scalability and flexibility it needs during high and low-volume hiring periods. Over the course of the engagement, PeopleScout’s scope has expanded to additional lines of business.

Scope and Scale

Positions in scope include tellers, personal bankers, IT, risk, compliance, audit, finance, mortgage, wealth management and call centre representatives.

Situation

The client enlisted PeopleScout as an overflow talent acquisition solution for its internal recruitment teams in specific lines of business to handle cyclical hiring. PeopleScout supported the client by owning requisitions for full-cycle support, including post-offer acceptance and pre-hire compliance. PeopleScout worked with the client’s internal recruiters to provide support to source and screen candidates and provide administration recruitment coordination support.

Solution Highlights

  • Scalable full-cycle support for cyclical hiring needs
  • Consultative support and market intelligence
  • Innovative sourcing solutions
  • Project scope expanded

SCALABLE RECRUITING RESOURCES

PeopleScout’s team scales according to the client’s needs, fluctuating in size from approximately 90 members to over 200, helping manage costs while ensuring hiring demands are met, allowing their businesses to be staffed appropriately.

FULL-CYCLE SUPPORT

PeopleScout acts as full-cycle recruiters, executing each phase of the recruitment process from identifying quality candidates to on-boarding new hires.

A CONSULTATIVE APPROACH

Provides the client with consultative services including market intelligence and innovative sourcing solutions.

PERFORMANCE RESULTS

High Volume

High Volume

PeopleScout facilitates an average of 8,000 hires per year.

Adapted to Client Processes

Adapted to Client Processes

Successfully navigated the client’s complex processes and company hiring practices.

Exceeded Class Hiring Goals

Exceeded Class Hiring Goals

Exceeded goal for 90% of new starts at a location to start on the same day, as part of a class. And met 90% of SLAs over the course of the engagement.

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Virtual Volume Hiring for Front Line Workers

Posted on by nfuqua

PeopleScout has been working with a large telecommunications company for more than seven years. The company supplies telephone, television and internet services to customers throughout the UK.

PeopleScout provides RPO services for volume hiring to the client’s front-line workers. In the highly competitive telecommunications industry, the client needs to ensure the company attracts the very best talent, particularly across their sales and technician functions. This fast-paced market requires an agile partner who can respond to quickly changing requirements.

Scope and Scale

PeopleScout manages up to 16 different volume vacancy types, or about 60-70% of all external hiring.

Situation

The client had recently decided to reduce the number of sub-contractors and outsourcers for front-line jobs. PeopleScout had been briefed to replace these workers with permanent employees.

As the UK started restrictions for COVID-19, some of the company’s outsourced overseas contact centers were threatened with the risk of closure due to lockdown in those countries. To maintain excellent service, the client created more than 550 new contact center jobs in the UK, to help keep customers connected during this critical time.

The task was to find 550 new starters within two months of the project launch, using a completely redesigned process while taking into account social distancing measures. Candidates would not be able to attend assessment centers and interviews onsite, contact center managers would not have the capacity to interview while maintaining stringent service levels and right to work/onboarding checks could not go ahead using a visual review of original documentation as normal.

Additionally, the client introduced a number of protocols to ensure its people remained as safe as possible while continuing to help answer customer calls and queries. This included providing remote working capabilities where possible and flexible working patterns.

Solution

An agile working group was formed and met twice daily to track project implementation and delivery progress. A new virtual hiring process was designed and implemented in less than two weeks. PeopleScout fast-tracked application and assessment by using video interviews, dramatically reducing processing time and allowing candidates to be selected within days and start within weeks.

To generate candidates, PeopleScout built a new page on the client’s careers site and created an enhanced attraction plan to drive applicants there. This included diverting existing candidates (whose roles had been cancelled) into the new process and creating two microsites to improve quality of applications and speed-up hiring – a hints-and-tips site and a site illustrating the overall application process.

Hiring capacity was ramped up, using PeopleScout’s global delivery centers to score nearly 5,000 video interviews and to support the onboarding of successful candidates without delay.

Results

  • Delivered 5,550 new applications
  • Conducted more than 1,800 online video interviews
  • Completed 400 final stage qualification calls
  • Made nearly 300 offers within four weeks
  • Created a hiring manager audit step with 95% of qualified candidates approved for hire

Process Improvement

Throughout this agile process, PeopleScout continually used data to understand where interventions could be made to improve the recruitment journey. We created two microsites to help prepare candidates for each step of the process.

The sites were created, signed-off and live within the first three weeks of go-live. They enabled candidates to find out more about key steps in the process such as getting access to an onboarding site which outlines what they need to do prior to starting, as well as what happens on day one.

Client Feedback

“Due to the COVID-19 situation, we needed a new hiring process in an extremely short period of time. In less than two weeks, PeopleScout had candidates moving swiftly through the process. PeopleScout’s agility ensured candidates could start within one month of applying.

As the situation continued, we found that we needed additional onboarding support. PeopleScout created microsites to educate and move people through the process which, at the same time, reduced email traffic to our teams.

Most importantly, PeopleScout has helped us build a new level of trust with our hiring managers, enabling us to work in a far more efficient and safe way. The success of this project means that we now have a new way of recruiting to build on in the future.”

-Client, Head of Resourcing

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