Cielo's 2017 Americas Talent Rising Summit - Day 2 Deck

0WE BECOME YOU™
CANDIDATE EXPERIENCE WORKSHOP
MAY 18, 2017

1WE BECOME YOU™
Kevin W. Grossman
President, Global Programs
Talent Board
kevin.grossman@thetalentboard.org
@KevinWGrossman
www.linkedin.com/in/kevinwgrossman
Welcome!

Copyright © 2017 Talent Board5/25/2017 2
Thank You!
Global Platinum Sponsor

5/25/2017 3
Copyright © 2017 Talent Board
About Talent Board
Talent Board is the first non-profit research organization focused
on the elevation and promotion of a quality candidate experience.
Founded in 2011 as a 501(c)(3) corporation, Talent Board, the Candidate Experience
Awards benchmark program and its sponsors are dedicated to recognizing the
candidate experience offered by companies throughout the entire recruitment cycle and
to forever changing the manner in which job candidates are treated globally.
The Talent Board’s mission is to create – surveys, data analysis,
benchmarking, and research – to better understand and overall improved
the global job candidate experience for all involved (candidates, recruiters,
managers, etc.)

Benefits of Research Participation
5/25/2017 4
Employers who participate in the CandEs enjoy the
following benefits:
•A risk-free and confidential benchmarking research program – the
identity of companies that do not win the award are not disclosed.
•Comprehensive benchmarking data that compares employer
recruiting practices against the aggregate of all participating
companies.
•A confidential candidate survey developed by Talent Board and
administered by the participating employers directly.
•Based solely on candidate ratings, employers can receive industry
recognition as a leader in candidate experience.
•Access to industry peers and experts on the candidate experience.
Registration for the 2017 Candidate Experience Awards
and Benchmark Program is now open!
•REGISTER TODAY by visiting: http://www.thetalentboard.org/cande-
awards/how-to-apply/
•Start by April/May to complete by August 15, 2017

5/25/2017 5Copyright © 2017 Talent Board
2016 Candidate Experience Research
2016 Candidate Experience Research
NAM
Companies: 242
Candidates:
183,846
Winners: 50
APAC
Companies: 49
Candidates:
15,334
Winners: 10
EMEA
Companies: 152
Candidates:
24,576
Winners: 28

5/25/2017 6
2016 North America CandE Winners

7WE BECOME YOU™
Core Promise
THE WOW AND THE HOW
A solid delivery foundation to enable our Core Promise
Delivery Standards and Framework
Cielo Customer
Experience

8WE BECOME YOU™
CIELO’S CORE PROMISE
Client Leaders | Hiring Managers | Candidates | Team Members
High Touch
Engagement
Dedicated
& Flexible
Delivery
Shared
Expertise
Technology
& Innovation
Excellent
Execution

9WE BECOME YOU™
DECONSTRUCTING
PROCESS

What’s Changed and What Hasn’t?
• Increase in the employee/customer referral value
from 19% to 33%
• Only 31% of candidates said they would re-apply
(a decrease from 37% in 2015)
• The percentage of candidates waiting to hear
back from employers more than two months
after they applied is still nearly 50%
• 18% of candidates said they received no follow-
up after the interview compared to 23% in 2015
• 20% of employers say they ask for feedback on or
around their start date remotely (via survey,
email), up from 13% in 2015
5/25/2017 10
Exercise: Deconstructing Process
33%
31%
50%
20%
18%

Copyright © 2017 Talent Board5/25/2017
Copyright © 2017 Talent Board 11
Employers Self-Assess 2016 2015 2014 2013
Lagging 4% 3% 5% 5%
Lagging (Winners) 2% 2% 4% 3%
Improving 30% 30% 20% 13%
Improving (Winners) 12% 20% 18% 11%
Competing 43% 43% 49% 55%
Competing (Winners) 44% 35% 48% 55%
Leading 23% 23% 27% 28%
Leading (Winners) 42% 44% 30% 31%
The gap has widened as the boats lift…

Focus Group Topics (Let’s see what you pick!)
• Attraction (pre-application)
• Application
• Screen / Assess (assessments, simulations, phone screen, video, etc.)
• Interview (final stage screening)
• Offer / Onboard (new hires)
Questions
• What are the recruiting processes that take the longest in the stage you
selected and why?
• What are the challenges that prevent process improvement and how would
you address them over the next year if you had unlimited resources?
• How do you currently prioritize candidate experience at this stage?
• How is technology helping and/or hurting you?
• What’s one thing you could do in the next two weeks to improve your
recruiting processes and candidate experience?

5/25/2017 13Copyright © 2017 Talent Board
Let’s Share!
“We simplified the digital engagement for candidate exploration by rolling out both a mobile application
and mobile referrals. Over the last six months we’ve seen 25 percent of our applicants come through the
mobile channel, and 40 percent of our referrals come through mobile applications as well. We’re
definitely seeing some progress there.”

14WE BECOME YOU™
CANDES BY THE
NUMBERS

Older or Younger?
Older or Younger Candidates?
Who has the better
candidate experience?

Younger It Is
3.1
3.6
1
2
3
4
5
Older Younger
Candidate Ratings (1-5 Likert Scale) by Age
Younger individuals (those born in 1982 or after) have a 16.3% better overall
candidate experience relative to older individuals (those born in 1981 or before).

Managerial or Non-Managerial
Candidates?
Older or Younger?
Who has the better

Non-Managerial It Is
2.9
3.4
1
2
3
4
5
Managerial Non-Managerial
Candidate Ratings (1-5 Likert Scale) by Job Level
Non-managerial candidates had an overall experience rating that was 15.7% higher
relative to managerial candidates.

Older or Younger?
Women or Men?
Who has the better

Pretty Darn Close
3.4
3.2
1
2
3
4
5
Women Men
Candidate Ratings (1-5 Likert Scale) by Gender
Although not statistically significant, women rate their overall candidate experience
higher than men (by 4.4%).

Employers by Industry

Employers by Revenue

24.3%
28.7%
32.6%
36.4%
37.6%
Onboarding System
Candidate Relationship
Management (CRM) System
Video Interviewing System
Event Scheduling System
(Interviews/Appointments)
Predictive Analytics
(Metrics/Reporting) System
Top 5 Technologies Being Considered for 2016/2017 Recruiting
Efforts
Top Technologies for 2016/2017

Candidates by Job Type
30%
20%
11%
18%
12%
5%
3%
2%
An hourly wage position (full time, part time or
seasonal/on-call)
A salary technical experienced professional position
(2+ yrs experience)
A salary non-technical experienced professional
position (2+ yrs experience)
A management position (supervising others)
A salary entry-level position (0-2 yrs experience, new
graduate)
A senior leadership/executive position
A paid or unpaid internship (full time or part time as
part of your education)
A contract wage position (for a specific length of time
or project)
North America 2016
New for 2016

Candidates by Generation
1%
22%
38%
32%
3%
The Silent
Generation (born
in or before 1945)
Baby Boomer
Generation (born
between 1946 -
1964)
Generation X (born
between 1965 -
1981)
Millennial
Generation (born
between 1982 -
1995)
Generation Z (born
in or after 1996)
North America 2016

46%
51%
3%
Female Male Prefer not to answer
North America: Candidates by Gender
Female Male Prefer not to answer
Candidates by Gender

23%
16%
24%
19% 18%
12%
10%
20%
25%
33%
0%
5%
10%
15%
20%
25%
30%
35%
1 Star 2 Star 3 Star 4 Star 5 Star
North America 2016
All Other Companies CandE Winners
Missed
Opportunity
Overall Rating
Better
Experience
5/25/2017 32

13%
27%
37%
23%
7%
15%
40%
38%
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
Definitely Not Unlikely Likely Extremely Likely
North America 2016
Missed
Opportunity
Willing to Apply Again
Better
Experience
5/25/2017 33

14%
26%
38%
22%
7%
14%
41%
38%
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
North America 2016
Missed
Opportunity
Willing to Refer
Better
Experience
5/25/2017 34

1. 140K candidates responded
2. 75% of candidates conduct their own
research during the job search, a trend
that’s held steady for the past few years
3. Company career sites are still the most
important aspect when researching career
opportunities for 57% of candidates (but
down 7% from 2015)
4. Candidate Relationship Management
(CRM) is a top five recruiting technology
investment for employers in 2016/2017
Key Highlights
75%
57%
#4

Research Channels
• 57% Company Career Site
• 33% Employee Candidate or Customer Referrals
• 30% LinkedIn Career Pages
Marketing Content
• 42% Employee Testimonials
• 36% Product/Service Information
• 35% Answers to Why People Want To Work Here
Job Content
• 63% Job Description
• 35% Salary Range/Compensation Structure
• 31% Benefits Details
According to the Candidates
*Talent Board CandE Research Data – http://www.thetalentboard.org

17%
15%
29%
24%
16%
9% 9%
24%
30% 29%
0%
5%
10%
15%
20%
25%
30%
35%
North America 2016
Missed
Opportunity
Research Rating
Better
Experience
5/25/2017 38

1. Don’t Rely Solely on Written Job Descriptions
2. Invest in the Right Channels
3. Your Career Site Matters
4. Include Employee Testimonials
5. Leverage Your Existing Relationships
6. Communication and Feedback
What CandE Winners Do Better

• Made several improvements to fine
tune for candidate experience
• Created dedicated pages for our teams
on our careers website
• Published Q&A blog posts on our
careers page
• Candidate feedback very positive

36WE BECOME YOU™
APPLICATION

2. 83% of candidates were not current
employees at the organizations they
applied to
3. 78% of employers offer mobile apply;
only 12% of candidates said they
applied via mobile
4. 52% of candidates who had a five-
star overall experience are able to
view a progress indicator showing
their application percentage
completed (up 3% from 2015)
Key Highlights
83%
78%
12%
52%

18%
14%
10%
23%
Approximately a month ago
Closer to two months ago
More than two months ago
More than three months ago
0% 5% 10% 15% 20% 25%
North America 2016: I am still waiting on a response from the
company after I applied:
Missed
opportunity
with all of these
candidates
The Application Process

12%
14%
32%
27%
15%
6%
8%
24%
34%
28%
0%
5%
10%
15%
20%
25%
30%
35%
40%
North America 2016
Missed
Opportunity
Application Rating
Better
Experience
5/25/2017 44

1. Greater Expectations
2. Walk in the Candidate’s Shoes
3. Acknowledge Skills and
Experience

Copyright © 2017 Talent Board5/25/2017
Copyright © 2017 Talent Board 41
• Candidates not completing the online assessment
tool
• Candidates put through an obstacle course
• Candidates working around process – pinging
referrers to help circumvent application process
• Dissected steps to make candidate-friendly and
ensure recruiters could screen effectively

42WE BECOME YOU™
SCREEN/DISPOSITION

2. 86% of employers are allowing more applicants
to complete the application even after they fail
screening questions (slightly down from 2015)
3. 47% were still waiting to hear back from
employers more than two months after they
applied
4. Only 20% of candidates received an email from
a recruiter or hiring manager notifying them they
were not being considered; only 8% received a
phone call from a recruiter or hiring manager
notifying them they were not being considered
Key Highlights
86%
47%
20%
8%

76%
13%
2%
37%
41%
35%
18%
76%
0%
10%
20%
30%
40%
50%
60%
70%
80%
No feedback given. General and limited value
feedback was given.
Specific and thorough
feedback was provided.
I was encouraged to
apply again or for a
similar or another job.
North America 2016: Candidate feedback received
NAM 1 Star NAM 5 Star
Missed opportunity
with 76% of
candidates with 1-star
experience
Not Selected

11% 10%
21%
30% 29%
6% 7%
17%
33%
37%
0%
5%
10%
15%
20%
25%
30%
35%
40%
North America 2016
All Companies CandE Winners
Missed
Opportunity
Screen/Interview Rating
Better
Experience
5/25/2017 50

1. Next Steps and Follow-up
2. Be Clear and Concise
3. Screen with Assessments

• Enable recruiters to be consultants to the
businesses and coach hiring managers
• Use infographics about candidate experience best
practice
• Make it easier for candidates to connect with us
and for us to stay in contact

2. A dramatic decrease of candidates
experiencing one to two interviews on
the average (down to 65%, from 79% in
2015)
3. Phone interviews/screenings still
dominate at 60%; overall video
interviewing is at 16% (no change from
last year)
4. Video interviewing is a top five recruiting
technology investment for employers in
2016/2017
Key Highlights
65%
60%
16%
#3

Interviewing and Selection
37%
12%
47%
16%
10%
26%
16%
14%
14%
19%
10%
3%
17%
4%
5%
8%
2%
2%
2%
61%
0% 10% 20% 30% 40% 50% 60% 70%
A detailed agenda provided in advance of the interview.
Provided an updated, printed agenda at the interview event.
Interviewer names and background info provided prior.
A campus/facility tour provided during the interview event.
Video information, tools and instructions provided prior.
Escorted between each interview event.
Provided job fit and candidacy status feedback afterward.
Provided process, etc., and follow-up promise afterward.
Travel was fully coordinated.
None of the above.
North America 2016: The preparation and communication over
the course of all interview events (All Companies)
Missed opportunity
with 61% of
experience

87%
8%
3% 2% 1%
37%
31%
15%
5%
12%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
No: I was never asked. Not Sure: I don't
remember.
Yes: I was asked to
relate my overall
experiences later in the
recruiting process.
Yes: I was invited to
share my impressions
about the interview
process before any
next steps.
Yes: I was invited to
share my impressions
about the interview
process during the
interview.
North America 2016: Were you asked for feedback about
the interview process?
Missed opportunity
with 87% of
experience
Interview and Selection

11% 10%
21%
30% 29%
6% 7%
17%
33%
37%
0%
5%
10%
15%
20%
25%
30%
35%
40%
North America 2016
All Companies CandE Winners
Missed
Opportunity
Screen/Interview Rating
Better
Experience
5/25/2017 57

1. Next Steps and Follow-up
2. Be Clear and Concise

• Became a super user of video interviewing
technology
• Video interviewing provides candidates more
flexibility and better experience than phone
interviews
• Provides consistency and branding of
communication content

55WE BECOME YOU™
OFFER/ONBOARDING

2. 49% of candidates said that less than one
week elapsed before their last interview and
the extended offer (down from 53% in 2015)
3. 39% of candidates received calls from their
hiring manager before they started work, up
slightly from 2015
4. While more organizations are asking for
candidate feedback before they start, it is
still incredibly low (just 16%)
Key Highlights
49%
39%
16%

4% 5% 3%
76%
12%
21%
4% 3%
32%
39%
0%
10%
20%
30%
40%
50%
60%
70%
80%
Yes: A recruiting
experience survey was
completed prior to start
date.
No: The recruiting
experience focus
group/debrief took
place within first few
days of my start date.
No: The recruiter
follow-up took place
several weeks after my
start date.
No: I was not invited to
provide feedback.
Not Sure: I don't
remember.
North America 2016: Candidate invited to provide feedback on
overall recruiting experience prior to your start date.
Missed opportunity
with 76% of
experience
Feedback Before Start Date

4% 5%
16%
33%
42%
3% 4%
14%
33%
47%
0%
10%
20%
30%
40%
50%
North America 2016
Missed
Opportunity
Offer Rating
Better
Experience
5/25/2017 63

3% 4%
16%
35%
42%
2% 3%
13%
36%
46%
0%
10%
20%
30%
40%
50%
North America 2016
Missed
Opportunity
Onboarding Rating
Better
Experience
5/25/2017 64

The Edge of Proactive Communication

• Implemented new onboarding navigation team
• Provides central point of contact for new hires
• Launched new hire ambassador program where
new hire matched for first eight weeks with at least
one-year Comcast employee

62WE BECOME YOU™
THE BUSINESS
IMPACT

The Why of Candidate Withdrawal
• Took another job with a different company
• Poor rapport with sourcer, recruiter or other staffing personnel
• Company culture was not a fit
The Two Most Significant Reasons, However...
• 19% of candidates who gave their experience a poor one-star
rating indicated their time at appointments and interviews was
disrespected
• 17% indicated they withdrew because the process took too long
5-Star Experience a Non-Issue
• In contrast, candidates who gave their experience a great five-star
rating only 1% left due to disrespect of time.
The Business Impact

44%
40%
13%
3%
1% 1%
21%
77%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
How likely are candidates to refer?
1 Star 5 Star
The Business Impact
Missed
opportunity

81%
67%
80%
66%
81%
66%
Positive Experience Negative Experience
North America: Sharing Positive/Negative Experiences (Inner Circle)
2016 2015 2014
5/25/2017 65
The Business Impact

50%
34%
49%
33%
51%
34%
Positive Experience Negative Experience
North America: Sharing Positive/Negative Experiences (Social Media)
2016 2015 2014
The Business Impact

1%
5%
52%
43%
64%
25%
10%
1%0%
10%
20%
30%
40%
50%
60%
70%
Great Candidate
Experience - Increase
Business Relationship
Pretty Good Neutral Poor Candidate
Experience - Severe
Business Relationship
North America: How likely will candidates change relationship
status based on their overall candidate experience ratings?
2016 1 Star 2016 5 Star
Missed opportunity with
up to 43% of candidates
with 1-star experience
The Business Impact
5/25/2017 72

Six years of Talent Board talent acquisition and candidate experience research demonstrates conclusively that on average 41 percent of tens of
thousands of candidates globally who believe they have had a “negative” overall 1-star job seeker experience (based on a 1-5 Likert Scale rating)
say they will definitely take their alliance, product purchases and relationship somewhere else. On the other hand, 64 percent say they’ll
definitely increase their employer relationships based on the very positive job seeker experiences they’ve had. These aren’t just the job finalists
either, but the majority of individuals who research and apply for jobs and who aren’t hired. Employers participating in the 2016 Candidate
Experience Awards (approximately 400 total) are now able to measure the potential business impact with the data they receive from the Talent
Board CandE Benchmark Program.
The Business Impact

• Employees share our content 8 times more than
before on Facebook, LinkedIn and Twitter
• Share relevant content 2-3 times per week –
translates into an earned media value of over
$900K
• Influenced over 215 hires in the last year
• Increased personal brand awareness as well

70WE BECOME YOU™
COMMUNICATION &
FEEDBACK

Candidate Feedback Is a Star-Filled Experience
• Nearly 30% of candidates who had a 5-star experience were asked
for some form of feedback even before they applied for a job.
• While 88% of candidates with a “poor” 1-star experience were
asked for no feedback at all.
• The differences are that significant throughout each recruiting
process as well.
Disposition Communication Is Still a Struggle
• 47% of candidates were still waiting to hear back from employers
more than two months after they applied.
• Only 20% of candidates received an email from a recruiter or hiring
manager notifying them they were not being considered.
• Only 8% received a phone call from a recruiter or hiring manager
notifying them they were not being considered.
• The percentage of recruiters required to respond to every
candidate who applied did go from 40% in 2015 to 51% in 2016.
Exercise: Communication & Feedback
30%
88%
47%
20%
8%
51%

Questions
• What’s the best ”rejection” (disposition) communication you’ve ever
received? The worst? At what point in the recruiting process?
• How do you categorize your rejection (disposition) communications?
Silver medalists, generic rejection, future fit, leadership?
• What should never be included in disposition communications?
What should always be included?
• Do you ask for candidate feedback at any stage of recruiting? If so,
what questions do you ask and to whom?
• If you don’t ask for feedback, why? Is it a process, resource and/or
technology issue?
• What’s one thing you could do in the next two weeks to improve
your communication and feedback?

5/25/2017 73Copyright © 2017 Talent Board5/25/2017 73
Let’s Share!
“We keep in touch with people even when the candidate declines; and when we
decline a candidate, we schedule time to give them the feedback because it’s
about closure and helping people grow. It might just not have been the right time
initially, but that’s why we stay in touch.”

Effective Feedback
•Thank the candidates for their time – always
•Follow up with recommendations on what can improve or misses the mark
•End with positive comments about the situation no matter what
•Not only give positive feedback, but ask for it as well at every stage
Acknowledge and Closure Are Critical
•Let candidates know their application/interest has been received and in process
•Follow-up with candidates no matter what to inform them they’re no longer being considered
Other Things to Remember
•Set very specific goals around dispositioning – when and how
•Spell out the process to candidates from the first point of contact
•Leverage team members who have been trained to give rejection communications
•Prepare what you’re going to say before you say it – own your statements (“I” statements)
•Describe events factually and not from personal feelings
•Focus on the behavior/skill/competency and not the person – secure the referrals

Download Today!
CandE Research
http://bit.ly/2016TBNAMCandEReport

Listen Today!
2017 CandE Webinars
bit.ly/2017MeasureCandidateExperience

Register Today!
2017 CandE Research Program
http://bit.ly/17CERe
g

78WE BECOME YOU™
Kevin W. Grossman
President, Global Programs
Talent Board
kevin.grossman@thetalentboard.org
@KevinWGrossman
www.linkedin.com/in/kevinwgrossman
Thank You!

Cielo's 2017 Americas Talent Rising Summit - Day 2 Deck

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