Optimizing The Candidate Experience
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Transcript of Optimizing The Candidate Experience
To protect the confidential and proprietary information included in this material, it may not be disclosed or provided to any third parties without the approval of Hewitt Associates LLC.
Building World Class Candidate Experience
November 2009
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About Hewitt
The world's largest provider of multi-service HR business process outsourcing and the only firm fully integrating HR outsourcing and consulting
More than 65 years experience in putting clients first
Approximately 23,000 employees in 33 countries
Erin M. Peterson VP of Global Talent Acquisition
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Agenda
Why World Class?
Mobile Marketing
Candidate Communications
Candidate Surveys
Onboarding Welcome Portal
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Polling Question
How many of employed adults report they are at least somewhat likely to look for new jobs once the economy turns around?
A. 0 – 25%
B. 26 – 50%
C. 51 – 75%
D. 76 – 100%
*2009 Adecco study
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Why World Class?
Positive Experience
More hires
Strengthens a company’s employment brand
Reduces cost per hire
Negative Experience
Decline in the acceptance of employment offers
Decrease in the quantity and quality of applicants applying
Negative image of the company in the labor market
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Building a World Class Candidate Experience
Reviewed how candidate experience could be optimized by enhancing recruiting programs
– Candidate touch points
– Type and frequency of communications
– Interactions with candidates
– Measuring candidate experience
Cross discipline talent acquisition team
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World Class Candidate Experience Project Charter
Re-energize sourcing, interviewing, offer & on-boarding processes to
Provide a consistently great experience to candidates and
Reflect best practices.
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World Class Candidate Sub-Projects
Global Process
Candidate Assessment
Candidate & Manager Surveys
Integrate personal interaction with innovative technology
Greater predictability of success in role with consistent standards
Customer satisfaction surveys
A solution to manage new hire transitions from point of accepting their offer to their start date
Onboarding
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Global Process Framework
Future Possibilities
Dynamic on-line role information
Video connection with candidate
Video screening
Self-service scheduling
Web portal to share logistics information
Vision Integrate personal interaction with innovative technology to create an outstanding candidate experience.
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Mobile Marketing
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Polling Question
There are currently 4 billion mobile subscribers worldwide. How many subscribers are projected by 2013?
A. 4 to 4.9 billion
B. 5 to 5.9 billion
C. 6 to 6.9 billion
D. 7 to 7.9 billion
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Mobile Marketing: Creative Connections
Worldwide, 4 billion mobile subscribers
3 billion using text messaging “Opt-in” =
target audiences with a clear interest in company
72% of those between 25 – 49
years old use text messaging.
53% of those who send & receive text messages are 35 years old and up.
Statistics by Global System for Mobile Communication Association (GSMA) and Cellular Telecommunications Industry Association (CTIA) 2009
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Mobile Marketing: Benefits
For Candidates…
Stay engaged with a target company and latest career opportunities
Maintain confidentiality
Able to easily opt-in or out of mobile campaigns
For Recruiters…
Build “opt-in” talent community.
Offer prospects a discreet alternative to staying current on the latest opportunities
Demonstrate company is innovative and “forward-thinking”
Accurately measure success
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Step 2 New subscribers receive an auto-response which
confirms their opt-in participation.
4. Subscribers engage by responding here…
3. Actuarial job posting, mobile-optimized.
Step 3 Subscribers are now able to view new opportunities
via a mobile-optimized site (w/
job listing).
Step 4 Subscribers may
engage or express interest by filling out a very short
“contact us” form.
Step 1 Send a text msg. with the keyword ‘HEWITT1’ to
88000.
Sample SMS Campaign
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Candidate Communications
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Polling Question
What percentage of organizations use their talent acquisition providers for contact management?
A. 10 – 25%
B. 26 – 40%
C. 41 – 55%
D. 56 – 80%
2009 Bersin & Associates: “Talent Acquisition Systems 2010: Executive Summary”
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Communications: Avoiding the “Black Hole”
I submitted my resume generally but I haven’t heard
anything…
My application was sent in 2
weeks ago but no word yet….
I thought the interview went well but it’s been a week
with no update….
My friend referred me but I haven’t
heard anything…..
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Communications: Avoiding the “Black Hole”
• Communicate at every stage of the process
• Reliably
• Consistent messages
• Automate delivery based on status
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Eliminating Candidates with a Positive Spin
Free & Confidential Service
Candidate Applies
Candidate Dispositioned
Referred to AllianceQ
Generate Positive Hewitt Image New Job Seekers
Learn About Hewitt
Candidate Evaluated
P O S I T I V E
I M A G E
AID IN JOB SEEKER’S SEARCH
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Reimbursement: Where’s the Money?
Solution
+ Prepaid AMEX Card with ATM access
+ Candidates receive expense reimbursement within 7-10 days
+ On-line request system
+ Card co-branded with AMEX and Hewitt branding
Problem
o Delay with expense reimbursement checks
o Required ongoing communications with candidates
o Lack of visibility into status of reimbursement
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Candidate Surveys
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Survey: Questions and Objectives
Info Obtain candidate view
Manage & reward performance Determine trends
Identify key drivers for declines Learn of key competitors
Find out what is impressive
Offers Accepted
Offers Declined
Questions Overall Hiring Experience
Why was offer accepted / declined? Process Experience
Hiring Manager Interviews Company Best Practices
Comments
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Survey Benefits: “We Hear You”
In response to candidate feedback, we have:
Streamlined processes
Improved handoffs and transitions
Implemented additional communications to new hires
Shared feedback with recruiters
Learned more about the expectations of candidates
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Onboarding Welcome Portal
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Polling Question
Top-performing companies with formal onboarding procedures in place saw what percentage of improvement in new employee engagement?
A. 5 – 15%
B. 16 – 25%
C. 26 – 35%
D. 36 – 45%
2009 Aberdeen “Fully On-Board: Getting the Most from Your Talent in the First Year"
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Welcome Portal: Scope & Objectives
Create “wow” experience
Improve timeliness and efficiency of information delivery
Eliminate paper and postal delivery costs
Increase compliance
Pre-Hire: offer accept to prior to state date to Day One: Start Date
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Welcome Portal: Structure
Benefits
Better connection to new hires prior to start
Easier access to information
More reliable, efficient and cost-effective method for delivery of pre-hire and virtual orientation materials
Reaffirm a candidate’s choice to accept employment offer
Form a positive impression of Hewitt
Before You Start
Your First Week
Hewitt.com
Your First Day
Welcome!
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Welcome Portal
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Questions?