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The Staffing Advantage Report: How to Get Your Staffing Firm to the Top

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Did you know that the average client works with three different staffing firms? The majority of them (59 percent) say it gives them better access to talent because if one firm can’t help them, they have other options, according to CareerBuilder and Inavero’s 2016 Staffing Advantage survey.

It’s safe to say the competition is fierce among staffing firms vying for business today.

That’s why CareerBuilder has partnered with Inavero to bring you exclusive market research and industry insights to help you go inside the minds of both candidates and clients to better understand the competitive staffing landscape.

Published in: Recruiting & HR
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The Staffing Advantage Report: How to Get Your Staffing Firm to the Top

  1. 1. © Copyright 2018 Inavero, Inc. All Rights Reserved. Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld. Staffing Advantage Report Key Trends and Opportunities for Staffing Firms Kyle Braun President, Staffing & Recruiting Group CareerBuilder Eric Gregg CEO & Founder Inavero
  2. 2. 2 2008 2018 Don’t get into strangers’ cars. Don’t meet people from the internet. Literally summon strangers from the internet to get into their car. Invite someone you’ve never met to live in one of your rooms. Only trust the advice of strangers. Don’t let someone you don’t know into your house. Don’t trust the advice of strangers. “I reactivated in spring 2011, filled out all the forms, etc. 9 months later, not one peep. I know, you're probably thinking "Yeah but maybe you are a weak candidate." Maybe, but I did well with them in the past, have lots of experience, willing to do any job, etc. etc.” How much has changed in a decade
  3. 3. 3 Why reliable data will never go out of style
  4. 4. 4 Industry reports available to the staffing industry 1 4 2 5 https://resources.careerbuilder.com/guides 3
  5. 5. 5
  6. 6. 6 Inside the mind of the job candidate 46% are stressed about their job search 46% are depressed about their job prospects 55% are dissatisfied with their current employment situation 54% believe they will be at a different company within the year
  7. 7. 7 Net Promoter® methodology How likely are you to recommend our firm to a friend or colleague? 0 1 2 3 4 5 6 7 8 9 10 Extremely likelyNot at all likely PROMOTERS PASSIVES DETRACTORS Net Promoter Score % Promoters % Detractors "Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc."
  8. 8. 8 Satisfaction of placed talent holds steady, for now 21% -25% 0% 25% 50% 75% 2010 2011 2012 2013 2014 2015 2016 2017 NPS of Placed Talent Since 2010 World Class Minimum Detractors (0-6) 24% INCREASED How has your satisfaction changed in past year? DECREASED 37% 12% Promoters (9-10) 45%
  9. 9. 9 But let’s talk about what happens pre-placement 35% 35% 33% 29% 9% 6% No attempt to engage Regular emails Regular phone calls Filled out paperwork before first day of work Regular text messages Had me come by the office How Staffing Firms Engage With Talent Prior To Start Date 2x as likely to report lower engagement level with company prior to starting.
  10. 10. 10 A manual process is a barrier to many firms Candidate Pain Points 1. Not knowing if resume is being looked at (20%) 2. No response to calls or emails (19%) 3. Not knowing where they are at in the process (18%) 84% 79% 77% 75% 65% 16% 21% 23% 25% 35% Pre-start communication(s) with new hire Offer letter and acceptance Drug testing Pre-hire employment paperwork Background checking Staffing Employees - Automation at Steps in the Onboarding Process Partially or Completely Manual Completely automated
  11. 11. 11 0% 20% 40% 60% 80% 48 hours or less 3-5 days 1-2 weeks more than 2 weeks Permanent Position Temporary Position Delay background check timing at your own risk 74% of job candidates keep applying to positions while waiting for background check results. % 'Very Likely' To Take Position If Background Check Takes:
  12. 12. 12 0% 20% 40% 60% 48 hours or less 3-5 days 1-2 weeks more than 2 weeks Permanent Position Temporary Position Delay background check timing at your own risk % With ‘Negative Perception’ If Background Check Takes: 74% of job candidates keep applying to positions while waiting for background check results.
  13. 13. 13 0% 25% 50% Instant completion 1 day 2-3 days 4-7 days 1-2 weeks Longer than 2 weeks Staffing Employees - Average Time to Receive Results from Background Check More time = more stress for candidates More stress = Fewer placements for staffing firms Delay background check timing at your own risk
  14. 14. 14
  15. 15. 15 Why ‘tortoise and hare’ approach doesn’t work
  16. 16. 16 Aim investments at top pain points in the field Slow Systems 32% Outdated Candidate Data 25% No Mobile App 23%
  17. 17. 17 Lessons from the field with Kyle Braun
  18. 18. 18
  19. 19. 19 Denial isn’t a strategy when it comes to online staffing and the gig economy
  20. 20. 20 There is an opportunity to expand our industry’s view of employment Would Consider a Temporary Assignment 38% 57% 53% Would Consider Freelancing Would Consider Moonlighting
  21. 21. 21 It’s time for us to look for ways to expand the pie Permanent employment Temporary employment
  22. 22. 22
  23. 23. 23 The customer has never had more power
  24. 24. 24 TRUSTIS THE BRIDGE BETWEEN CONSIDERATION AND SELECTION CONSIDERED CHOSEN
  25. 25. 25 In staffing, we’re all from the “show me” state
  26. 26. 26 Trust is at a historically low level SOURCE: Gallup Organization
  27. 27. 27 Reputation underwrites the staffing firm selection process 68% 50% 36% 32% 17% 12% 0% 10% 20% 30% 40% 50% 60% 70% 80% Referral Online Past experiences Reputation of firm Sales rep Marketing/Advertising RESOURCES CLIENTS USE TO FIND STAFFING FIRMS SOURCE: 2017 Staffing Advantage Report (CareerBuilder + Inavero)
  28. 28. 28 But, the referral is only the start of the journey 88% of clients take at least one additional step to vet a potential staffing firm partner after receiving a referral 12% 16% 24% 24% 38% 41% 43% 53% 0% 10% 20% 30% 40% 50% 60% No additional research Look for the firm on social media Reach out to sales rep Ask others in personal network Search for firm online Read online reviews of the firm Visit the staffing firm's website Ask others in professional network Other Steps Taken When Clients Receive Referral SOURCE: 2017 Staffing Advantage Report (CareerBuilder + Inavero)
  29. 29. 29 Not all buyer journeys look the same Referral Rhonda ASK ASK OTHERS SEARCH ONLINE Google Gary GENERAL SEARCH SPECIFIC SEARCH CONFIRM WITH PEERS Past Experience Patty PAST EXPERIENCE ASK OTHERS SEARCH ONLINE
  30. 30. 30 The buyer journey is likely to involve online % Online Half of clients spend 20% or more of their time vetting firms online. Growth Millennials go online twice as often as older clients when vetting a firm. Reviews 1 in 4 prospective clients read online reviews as part of their vetting process.
  31. 31. 31 Client satisfaction increased slightly in 2017 9% -25% 0% 25% 50% 75% 2010 2011 2012 2013 2014 2015 2016 2017 Client NPS Since 2010 World Class Minimum Promoters (9-10) 32% Detractors (0-6) 23% INCREASED How has your service changed in past year? DECREASED 15% 21%
  32. 32. 32 5 Hard-Earned Service Lessons 1. Quality is table stakes. It doesn’t build loyalty or drive advocacy. 2. Perception is reality. Create value, but get credit. 3. There is rarely a thing as too much communication. 4. Expertise never goes out of style. 5. Care more than your competitors.
  33. 33. 33 Service winners care more, and it shows Cares Cares Doesn’t Care
  34. 34. 34 When things go wrong, speed matters
  35. 35. 35 It’s not just your people, your process matters too
  36. 36. 36 Lessons from the field with Kyle Braun
  37. 37. 37
  38. 38. 38 90% …of staffing firms say they differentiate based on providing better service You aren’t alone trying to differentiate on service
  39. 39. 39 Our industry’s reputation precedes us
  40. 40. 40 When it comes to reputation, we’re all neighbors
  41. 41. 41 The reputation disconnect for staffing firms % of staffing employees who think their firm’s reviews are ‘very accurate’ on…. 15% 25% 27% 79% of staffing firms believe it’s important to have a strong online reputation. 80% of staffing firms believe their online ratings/reviews are not ‘very accurate.’
  42. 42. 42 Online resources are more persuasive than your salespeople are. 42 5 Years From Now5 Years Ago10 Years Ago
  43. 43. 43 You will never be the most persuasive cheerleader 9%Trusted “A huge part of our success at Delta was putting service first. Inavero’s program helped us manage service, improve it, and ultimately gave us the credibility to prove we were better than the competition.” Jeff Bowling Former CEO & Founder The Delta Companies 57%Trusted
  44. 44. 44 Would you buy this oven? Rated “Best Buy” by Consumer Reports Achieved score of 72. Competitors ranged from 48 to 80.
  45. 45. 45 What about now?
  46. 46. 46 Or now?
  47. 47. 47 Fair isn’t part of the equation for online reputation
  48. 48. 48 % of clients selected… % of candidates selected…15% 16% 30% 32% 55% 52% Quality + quantity matter when judging reputation
  49. 49. 49 5 lessons for building your online reputation 1. Earn it. There are no shortcuts. 2. Identify raving fans and help them tell their story. 3. Go slow. Any quick solution won’t last. 4. Ask. People will help, but not if you don’t ask. 5. Be active. Proactive AND reactive.
  50. 50. 50 Lessons from the field with Kyle Braun
  51. 51. 51 Parting thought: use technology to humanize INFORMATION CONNECTION
  52. 52. © Copyright 2018 Inavero and CareerBuilder, Inc. All Rights Reserved. Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld. 52 Kyle Braun President, Staffing & Recruiting Group CareerBuilder Kyle.Braun@careerbuilder.com Eric Gregg CEO & Founder Inavero egregg@inavero.com QUESTIONS?

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