Talent Acquisition: You’re Trying to Do the Right Thing… in COMPLETELY the Wrong Way

1. Talent Acquisition: You’re Trying to Do the Right Thing…in COMPLETELY the Wrong Way March 6, 2014 Ane Ohm, HarQen CEO

2. Talent Acquisition: You’re Trying to Do the Right Thing…in COMPLETELY the Wrong Way Agenda • Introduction • Current state of recruiting • What needs to be done? • Getting started…

3. Introductions – Ane Ohm • Designed, implemented, managed recruiting programs for clients including Citigroup, AT&T, Edward Jones, Kodak • Passionate about improving recruiting for all constituents – job seekers, recruiters, hiring managers • HarQen CEO – powers Voice Advantage

4. Introductions – Voice Advantage Video and phone interviewing tool Invite candidates to conduct a phone or video interview Review responses 10x faster than traditional interviews Share and collaborate with the hiring team or individual clients

5. Current State of Recruiting • Candidate Experience • Recruiter Experience

6. Applying for a Job • Online application and other forms • Wait… • Contact! (or not) Phone interview (or not) • Wait… • Contact! (or not) In-person interview (or not) • Wait… • Contact! (or not) Offer process (or not)

7. To Summarize…

8. What Candidates Say • Employer never bothered letting me know the decision after the interview – 60 percent. • Found out during the interview that the job didn’t match what was written in the job ad – 43 percent. • Company representative didn’t present a positive work experience – 34 percent. • Company representative didn’t seem to be knowledgeable – 30 percent. • Employer never acknowledged receiving my application – 29 percent.

9. What Do They Do About It? • Never again seek employment at the company – 42 percent. • Tell others not to work there – 22 percent. • Tell others not to purchase products or services from the company – 9 percent.

10. The Recruiting Funnel 100 applicants to review 10 phone screens 3-4 hiring manager interviews 1 offer

11. The Recruiting Funnel With 30 open requisitions: 3,000 applicants to review 300 phone screens 90-120 hiring manager intvws 30 offers Repeat every 90 days

12. What to do?

13. Which experience is more important? Candidate vs. Recruiter

14. Happy Employee = Happy Customer • “Positive changes in employee attitudes lead to positive changes in customer satisfaction.” • Guidestar Research, 2005, Employee Satisfaction Customer Satisfaction: Is There a Relationship? • “Depending on market segment and industry, between 40 and 80 percent of customer satisfaction and customer loyalty was accounted for by the relationship between employee attitudes and customer-related variables.” • Randy Brooks, 2000 study, the Journal for Quality and Participation

15. How do we really make a difference? Answer: Focus on the Recruiter with an Eye to the Candidate

16. Problem: Too many unqualified candidates apply for openings Average: 250 resumes per opening Dr. John Sullivan, http://www.ere.net/2013/05/20/why-you-cant-get-a-job-recruiting-explained-by-the-numbers/

17. Problem: Too many unqualified candidates apply for openings • Why? • Poor job postings • Lack of proper hurdles

18. Problem: Too many unqualified candidates apply for openings • What can we do? • Poor job postings • Guides & examples • Builders—template for success

19. Problem: Too many unqualified candidates apply for openings • What can we do? • Lack of proper hurdles • Knock-out questions • “How many years of nursing experience do you have?”

20. Problem: Cultural fit is critical and yet so difficult to assess. 46% of newly-hired employees will fail within 18 months, only 11% because they lack the necessary technical skills Leadership IQ, http://www.prweb.com/releases/2005/09/prweb287275.htm

21. Problem: Cultural fit is critical and yet so difficult to assess • What can we do? • Guide the culture conversation • The Good Jobs

22. Solving for cultural fit For employers: Learn about and better describe their own culture, then share in a compelling way with job seekers. Job seekers: Easily compare and prioritize companies that fit their personal values and work-style preferences.

23. Solving for cultural fit Founded in 1999 Acquired by Amazon in 2010 $2B in sales, 1300 employees Tony Hsieh, CEO and author “Delivering Happiness” Fortune 100 Best Companies to Work for – 2009, 2010, 2011, 2012, 2013

25. Solving for cultural fit (and doing A/B testing along the way) + = 13% increase in candidate flow and 14% decrease cost per applicant when Good Jobs badges were included in job board postings

26. Solving for cultural fit(and really satisfying hiring managers) + “At Zappos, we live and breathe culture. The Good Jobs is the only tool we’ve used that helped us to quantify and leverage our culture to attract job seekers.” -Mike Bailen, Recruiting Manager at Zappos.com

27. Problem: Resumes are inadequate to properly qualify candidates Customer Service Representatives #1 skill: oral communication Yahoo: http://voices.yahoo.com/how-hire-best-customer-service-representatives-26514.html?cat=31

28. Problem: Resumes are inadequate to qualify candidates • What can we do? • More relevant information up front • Recorded interviews • Assessments

29. Problem: Resumes are inadequate to qualify candidates • Customer Engagement Specialist • The HarQen team continues to expand! We are seeking a new team player to continue building direct relationships with customers, while also assisting with our sales, marketing, and social media outreach tactics. • You might be the ideal candidate for this full-time position if you say “yes” to the following: • You like variety and thrive in an environment where every day is different • You are flexible and comfortable working with an entrepreneurial team • You understand how to tackle social media and marketing tactics that help to build relationships and awareness over time • You are really well organized and this helps you to get things done • Because you find them interesting, you quickly learn new technologies, such as Office products like Excel or SaaS applications like Salesforce • (And much more…)

30. HarQen’s Recruiting Results 118 applicants to review 47 recorded phone screens 4 hiring manager interviews 2 offers

31. Who to pursue? David • Education: B.S., Elementary Education • Experience: MarketingSpecialist • Develop and implement digital and print collateral to increase brand awareness. Coordinate inbound and content marketing strategies for B to B and B to C campaigns. • Highlights • Year one revenue increased 50%; year two 30% • Increased email click-through rates by 100% • Skills • Dynamic and passionate professional with the experience and personality to make an immediate and sustainable impact on the customer experience. • Public Speaking/ one­on­onecoaching • Marketing Research & Reporting • Digital & Social Media Marketing • Database Creation & Implementation • CRM Implementation & Management • Open Source & Proprietary Software Expertise Kathleen • Education: B.S., Criminal Justice. Graduated magna cum laude (3.7 GPA). • Experience: Product Manager, Digital Media • Build and manage interactive campaigns and the operations process for advertising product placements • Highlights • Received 2011 Employee of the Year award • ‘Employee of the Month’ multiple times • Skills • Team-oriented • Ability to work with minimal to no supervision • Strong communication skills • Analytical and research skills, flexible, thrive in fast-paced environments, • Highly ambitious and self-motivated, a strong moral code and work ethic, • Extensive knowledge of internal database management systems, Microsoft Office programs, internet-savvy

32. Who to pursue? David • Recorded Interview: • Clear, articulate responses, very polished • Strong energy, great tone • Behavioral-based questions - Examples tied to job posting • Interpersonal success and strong business results articulated • Observations: • This insight was available immediately, with the resume. • Review time was 5 minutes per candidate—with no scheduling hassles! • Recruited David in, rather than wasted time screening Kathleen out. • Kathleen knew within three days that she was not being considered. Kathleen • Recorded Interview: • Clear, articulate responses, not polished • Low energy, flat tone • Behavioral-based questions - Examples not related to job posting • Interpersonal success, but few business results articulated

33. Yes! But… Where Do I Start? • Start with an honest assessment • Survey recruiting team, hiring managers, new hires, and other candidates • Potential topics to consider: • Intake Meetings with Hiring Managers • Employment Branding • Job Postings • Candidate Quality • Too Many Candidates • Too Few Candidates • Candidate Follow-Up • Hiring Manager Communications • Metrics/Measurements • Scheduling/Travel • New-Hire Process

34. Then… Don’t Do It All

35. Prioritize with the Team Don’t want to do it all yourself? Want team buy-in? Do what they want to do first.

36. How to Start? • Each quarter: 60-day goals, with 30 days to rest / prep • First goal should be EASY to get everyone used to the process. • Identify what really can be achieved in 60 days • Clearly define who does what, by when • Weekly 15-minute standing meetings. On track? • If yes, what’s up for next week • If no, who’s responsible / what’s needed to get back on track

37. Thank You! Ane Ohm CEO Ane@HarQen.com 414-755-1962 (office) 414-517-4681 (mobile)