Friday, November 8, 2019

How Recruitment Process Outsourcing (RPO) can retain customers

Recruitment Process Outsourcing is a common name in the HR domain and is a commonly used service by the employers mainly due to the low overhead costs. However, staffing needs are evolving as businesses navigate through changing employee requirements. While traditional Recruitment Process Outsourcing (RPO) is continuing to lead the staffing services, the shifting nature of the job market has triggered further fine-tuning of the service to meet the needs of advanced businesses.

According to a recent survey conducted on buyers of Recruitment Process Outsourcing (RPO) services, quality of service was rated as the most important criteria by nearly half of RPO customers. According to the survey report, 47% of HR Services customers leave due to service quality issues. Other important factors that impact client satisfaction are Industry expertise, cost and satisfaction of the existing clients (NPS).

As the needs of today’s employers continue to change, RPO providers and the solutions they deliver must evolve as well to accommodate both the client and the candidates they seek to engage.

As a Recruitment Process Outsourcing (RPO) service provider, do you have a fool proof process in place to ensure a long term relationship and not just preventing customer turnover? To keep the accounts green, prioritizing quality of service is of essence.

How to curb a damage when a service issue has been reported?


Once a service issue is reported, a comprehensive recovery plan has to be implemented which MUST include:
·         Acknowledging the gap immediately and working (hard) to make it right.

·         Acting promptly — before the client’s frustrations grows further

·         Expressing empathy for the client. Put yourself in your customer’s shoes and action according to his expectations.

·         Regular communication on the plan of action. Keeping a frustrated customer in the dark is a no.
 
Be Proactive. Identify issues before they are reported.

Creating a channel for a deeper visibility into customer service experience goes a long way in preventing negative feedback or loss of accounts. In fact, when handled smartly, a swift recovery has the potential to convert a losing customer into a life-long one, called Promoter who rates your services at a 7 or an 8 out 10 (when mapped in the Net Promoter Scale).

What do organizations gain by partnering with ManpowerGroup for recruitment process outsourcing?


With Recruitment Process outsourcing (RPO) programs designed to balance clients’ internal and external talent resource supply chains and maximize momentum, ManpowerGroup is able to drive cost effectiveness and skills optimization throughout all of its Recruitment Process Outsourcing (RPO) engagements. Additionally, the recruitment solutions offered by ManpowerGroup are fully scalable and flexible and include all aspects of the recruitment continuum, from sourcing and selection to on-boarding.