CareerBuilder's Opportunities in Staffing Webinar | 2011

OPPORTUNITIES IN STAFFING: THE CLIENT, JOB SEEKER AND INTERNAL STAFF PERSPECTIVE Webinar October 25, 2011 Presented by:Leah McKelvey, Director of Corporate Marketing, CareerBuilder Eric Gregg, CEO, Inavero 404 NW 10th Ave Suite 201 | Portland, OR 97209 | 800.921.2640 | www.inavero.com © Inavero, Inc. 2011

Your Brand is More Personal and Transparent Than EverSOURCE: (2011) 2

Going Deeper into the Three Pillars of Staffing Your Staffing Firm 28% 17% Employees Talent Clients 25-55%Net Promoter Score1 52% -33% 30%SOURCE: (2011) 1 Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld. Score is calculated as percentage of promoters (those rating a 9 or 10) minus the percentage of detractors (those rating a 0-6) 3

Boring, But Important – The Study’s MethodologyAll surveys were online and fielded in June of 2011 • 1,529 total responses Staffing Industry • Respondents from Inavero’s and Employee CareerBuilder’s staffing industry lists Staffing Industry • 12,032 total responses Job Seekers • 1,006 from independent online panel • 11,026 from CareerBuilder job seeker database Staffing Industry • 1,158 total responses Clients • 608 from independent online panel • 550 from CareerBuilder databaseSOURCE: (2011) 4

Pillar #1: Internal Staffing Firm Employees Your Staffing Firm Employee ExperienceSOURCE: (2011) 5

Profile of Staffing VP and SVP Staffing VP and SVP Profile Median Age 42 % Female 39% Median Yrs in Industry 14 Median Yrs with Firm 7 Worked with More than 1 49% Staffing Firm Median Income $140kSOURCE: (2011) 6

Profile of Staffing Sales Rep/Account Executive Staffing Sales Rep Profile Median Age 38 % Female 64% Median Yrs in Industry 7 Median Yrs with Firm 2 Worked with More than 1 55% Staffing Firm Median Income $60kSOURCE: (2011) 7

Profile of Temporary Staffing Recruiter Temporary Staffing Recruiter Profile Median Age 35 % Female 66% Median Yrs in Industry 5 Median Yrs with Firm 1.5 Worked with More than 1 53% Staffing Firm Median Income $46kSOURCE: (2011) 8

You May Recognize That Favorite Employee From Somewhere Else • Nearly half have worked for one of your competitors. • Nearly 70% have some interaction with a staffing firm prior to becoming an employee of your firm. I have worked with at least one other staffing firm as an internal 49% employee. I have worked with other staffing firms as part of my job search. 22% I have worked with other staffing firms as a client. 14% I have worked with my staffing firm as part of my job search. 11% I have worked with my staffing firm as a client. 6% 0% 10% 20% 30% 40% 50% 60%SOURCE: (2011) 9

The Most Admired Staffing Firms – An Insider’s Perspective Robert Half ManpowerGroup Kelly Services Allegis AdeccoSOURCE: (2011) 10

Staffing Industry Employees are Fairly HappyCompared to Many Other Industries 100% 87% 80% 72% Scary! 60% 54% 56% 53% 52% 40% 32% 27% 20% 0% Overall C-Suite VP or SVP Regional Branch Sales/Acct Temp & Perm Level Manager/ Manager Executive Contract Placement/ Division Recruiter Exec Search Head Recruiter Employee Satisfaction in Other NPS (Not NPS (Overall) Industries Searching) Education -13% 26% Professional Services -22% 28% Healthcare -23% 11% Manufacturing -27% 24%SOURCE: (2011) 11

Driving Loyalty and Retention with Staff The Model that Best Predicts Retention in Staffing Optimism • I believe my staffing firm will change for the better over the next year. Pride • Our firm’s client satisfaction is significantly higher than our competitors. Employee Community • I enjoy working with my colleagues. Experience Valued • I am completely satisfied with my current salary. Appreciated • I receive recognition when I do my job well. Growth • I am given the training opportunities I need to improve and grow professionally.SOURCE: (2011) 12

Where Staffing Firms Excel and Falter with Staff I enjoy working with my colleagues. 8.8 I am proud to work for my staffing firm. 8.7 Proud of their Firm Our firms client satisfaction is significantly 8.6 and their Job higher than our competitors. We treat the job seekers we work with significantly better than other staffing firms. 8.6 I am proud to work in the staffing industry. 8.6 0 5 10 I am given the training opportunities I need to improve and grow professionally. 7.3 The benefits offered to me by my company meet my needs. 6.8 Undervalued and There are opportunities for advancement 6.7 for me within my staffing firm. Underappreciated I am completely satisfied with my current salary. 6.3 I am overwhelmed by the amount of work I have to complete in most weeks. 5.5SOURCE: (2011) 0 5 10 13

What Employees Love and Hate Most About Their Job LOVE: Coworkers HATE: Management LOVE/HATE: TalentSOURCE: (2011) 14

Pillar #2: Staffing Industry Talent Your Staffing Firm Employee Talent Experience ExperienceSOURCE: (2011) 15

What Percentage of People Think a Death in the Family is MoreStressful Than Their Job Search? Life Events that are More Stressful than the Job Search Death of a loved one 69% Family sickness or illness 43% The birth of a child 16% Moving to a new home 16% Speaking in front of a large audience 12% Planning a wedding 10% 0% 20% 40% 60% 80%SOURCE: (2011) 16

Resources Used in the Job Search National or local online job boards 57% Local newspaper online classifieds 33% • Up 3 percentage points from last year. Craigslist 32% • Still only 2 percent of Local newspaper print classifieds 29% job seekers start their search with a staffingState or federal employment agency 26% firm. Personal/professional network 26% • Only 11 percent of Social media sites those who use a 25% staffing firm report Online job site aggregators 24% finding their job that way. Staffing or recruiting firm 22% • Those that use a Niche job boards 9% staffing firm typically use between 1 and 2. Associations or trade organizations 8% 0% 10% 20% 30% 40% 50% 60%SOURCE: (2011) 17

20 Most Recognized Staffing Firm Brands: Talent Kelly Services 66% ManpowerGroup 51% Adecco 37% Accountemps 36% Robert Half 32% Aerotek 30% Spherion 29% Snelling 22% Labor Ready 22% Randstad 22% Volt 21% Allied Healthcare 17% OfficeTeam 17% Target Your Branding AppleOne 17% Staffmark 16% Medical Transcriptionist Kforce 16% 4 yrs experience Seattle, WA Ajilon 12% Select Staffing 10% Do I know your firm? TEKsystems 10% What do I think of your firm? Express Employment Professionals 7% Medical Staffing Network 6% 0% 50% 100%SOURCE: (2011) 18

Sources of Awareness – Referrals are King for Job Seekers Referral 25% Online ad 22% I was called by a recruiter 13% Traditional media ad 11% Industry event or career fair 7% 0% 10% 20% 30% How to Get Them Talking 1. Identify those who love you – help them tell their story. 2. Do something surprising – worth talking about. 3. Give them a reason to be proud of being in the community. 4. Make it valuable for the person referring AND the person receiving. 5. Help them understand how you’ve helped them.SOURCE: (2011) 19

Help Your Promoters Be More Like Simon – Less like PaulaSOURCE: (2011) 20

Responsiveness of Recruiters – Good News/Bad NewsExtremely Satisfied 10 8 6 4 3.6 2.3 2Extremely Dissatisfied 0 Responsiveness of Responsiveness of staffing firms organizationsSOURCE: (2011) 21

Satisfaction With the Job Search –The Impact of Staffing on Those Who Recently Found a Job Extremely Satisfied 10 Used a Staffing Firm 8 Didnt use a staffing firm 7.0 6.5 6 5.3 5.1 4.9 4.8 4 1.4 1.7 2 Extremely Dissatisfied 0 The number of job The number of Number of interesting Quality of the job offers Ive received interviews Ive job opportunities opportunities received applied to Staffing WorksSOURCE: (2011) 22

How Talent Decide on an Assignment The potential to become permanent 59%Impact of Economy The salary of the assignment 55% on Talent’s The jobs proximity to my house 35% Assignment Selection How quickly I can start working 33% The length of the assignment 28% The opportunity to learn new skills 23% Reputation of company where assignment is 20% Potential access to healthcare 12% Relationship with recruiter at staffing firm 10% The staffing firms reputation 10% The potential for paid time off (PTO) 2% 0% 10% 20% 30% 40% 50% 60% 70%SOURCE: (2011) 23

Talent Net Promoter Score – Signs of Improvement Considerable improvement Even bad news is better80% since last year! than no news at all!60% 52%40% 28% 23%20% 0%-20% -14%-40% -27% -29% -33%-60% -66%-80% Overall On No callback No interview Interviewed, Interviewed, Temporary Permanent Assignment no news turned away Employee Employee 2010 AVERAGE: 60% 2010 MINIMUM: 44%SOURCE: (2011) 24

Temporary Staffing Employees Are Not Victims –Enough Dissatisfaction to go Around Satisfaction with Current Employment Situation Extremely Satisfied 10 8 6 4.80 4 3.72 3.77 2 0.90 Extremely Dissatisfied 0 Temporary Contract Employee Unemployed Employed Employee No Statistically Significant DifferenceSOURCE: (2011) 25

Why NPS Matters – What Detractors do to Your Firm Compared to Promoters, Detractors are … • Twice as likely to quit an assignment before completion. • Four times LESS likely to refer you to other job seekers or hiring managers. • Nearly three times LESS likely to accept a future assignment from your firm.SOURCE: (2011) 26

Emerging Trends – Smartphones and Texting with Talent 29% View Your Website 62% Respond to your Emails 47% of job seekers own a smartphone 52% Review Job Opportunities 52% Communicate via TextSOURCE: (2011) 27

Pillar #3: Staffing Industry Clients Your Staffing Firm Employee Talent Client Experience Experience Experience 25-55%SOURCE: (2011) 28

How Clients Respond Based on Their Experienceas Talent Working with Staffing FirmsPromoters Referred to other people looking for jobs 71% Referred to others people who were hiring 54% As a client I chose that staffing firm 44% Told friends or family members about experience 44% I order more from that staffing firm when I can 23% I posted something online 6% 0% 20% 40% 60% 80%Detractors Told friends or family members about experience 35% I wont order from that staffing as a client 27% I told others with hiring responsibilities not to use that firm 27% I referred job seekers away from that firm 22% I order less from that staffing firm 18% I posted something online 7%SOURCE: (2011) 0% 20% 40% 29

Between 70% and 80% of All U.S OrganizationsDON’T Use a Staffing Firm Our market consists of most organizations in the United States Yet Our penetration is the same as just the original 13 coloniesSOURCE: (2011) 30

Client Awareness of U.S. Staffing Firms How Strong is your Brand? Kelly Services 73% Accountemps 51% No staffing firm brand is top of ManpowerGroup 51%mind with more than 9% of clients. Robert Half 46% Adecco 41% Spherion 30% Snelling 28% Aerotek 26% Labor Ready 23% Volt 22% OfficeTeam 22% Randstad 20% AppleOne 20% Kforce 19% Staffmark 19% Ajilon 17% TEKsystems 16% Allied Healthcare 14% Select Staffing 12% Express Employment… 9% Corestaff 9% 0% 20% 40% 60% 80%SOURCE: (2011) 31

Learning the Referral Game from Groupon Referral 37% Called by a salesperson 22% Met them at an event 12% Traditional media ad 9% Online ad 8%Emailed by a salesperson 6% 0% 20% 40% How to Get Them Talking 1. Be likable. 1. Do something surprising – worth talking about. 1. Identify the right people – not always your largest clients. 1. Ask! 1. Make it valuable for the person referring AND the person receiving. 1. Give it a time limit or there is no sense of urgency.SOURCE: (2011) 32

How to Get the Tough Meeting –What Clients Say Will Get You in the Door Recommendation 49% Hiring trends for my region or industry 32% Share salary information I find useful 26% I had heard of the staffing firm before 25% The rep happens to call when I need to hire 18% Build a relationship at an industry conference 18% 0% 20% 40% 60%SOURCE: (2011) 33

Client Experiences Acquiring Talent Median Days to Secure Talent 32% think finding talent is more difficult 30 28 than a year ago. 20 34% think talent hired through a recruiting firm is better than that hired 14 14 through other sources. 10 50% think healthcare reform will raise the rates they pay staffing firms. 0 Temporary Independent Permanent Employee Contractor EmployeeSOURCE: (2011) 34

Client Net Promoter Score – Stuck at 30 60% Promoters (9-10) 50% Detractors (0-6) Net Promoter Score 41% 40% 33% 30% 30% 24% 20% 17% 13% 10% 0% 2006 2007 2008 2009 2010 2011 2011 AVERAGE: 69% 2011 MINIMUM: 55%SOURCE: (2011) 35

Emerging Trends – Smartphone and Social Media Utilization 72% of clients own a Of Those... smartphone • 9 of 10 respond to email on their phone • 8 of 10 send occasional text messages • 4 of 10 review applicants • 3 of 10 view your website • 3 of 10 review invoices or timesheetsSOURCE: (2011) 36

Emerging Trends – Smartphone and Social Media Utilization 45% use social media as a recruiting tool at Of Those… least occasionally. • 2/3 search for applicants • Half research applicants • Half alert network of open positionsSOURCE: (2011) 37

This is not a sprint – it is a marathon! This is me. This is not fast. She beat me? Really?SOURCE: (2011) 38

Our Time is Now.As an Industry we Define Our Image. This? Or This?SOURCE: (2011) 39

What’s the First Step?SOURCE: (2011) 40

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CareerBuilder’s Opportunities in Staffing Webinar | 2011 Presentation Transcript