Customer service and experience is one of the most important aspects of a business. Don't think customer service is applicable in recruitment? Think again. As recruiters in Australia, we deal with 'customers' in the form of both our clients and our talent, making it extra important to improve the candidate experience.
The experience a candidate has with a particular recruiter can affect their decision to continue working with the agency.
With candidates in particular, the experience they have working with a particular recruiter can make or break their decision to continue working with the agency. There are a number of different ways that recruiters can perfect the talent experience and keep Australian candidates happy – here are four of the most important.
1. Be straightforward
Though this is applicable in virtually all walks of life, it's especially important when you're interacting with job-seekers. In the same way that no one appreciates being left in the dark, waiting to hear back from an interviewer, people don't appreciate it when recruiters are noncommittal or vague.
Keep it short, snappy and straightforward. If you get to the point, put all the cards on the table and then let the candidate decide whether or not they want to proceed, they'll understand you mean business and take things seriously.
Communication is integral to the candidate experience – Undercover Recruiter emphasises that recruiters should keep their candidates updated on the process every step of the way. Even if there aren't new updates, it's good form to check in with your talent to set their minds at ease.
Candidates are 95 per cent more likely to reapply for a different role if they had a good experience.
Engaging with candidates, making them feel valued and filling them in on what's going on will give them a positive impression of working with your agency. Even if a given individual isn't successful with one opening, they're 95 per cent more likely to reapply for a different role if they felt like the recruiter they worked with handled things well, according to a study conducted by Talent Board.
3. Offer feedback
In scenarios where a candidate isn't successful, or even before they go to an interview, it makes sense to provide them with feedback. Many people aren't necessarily aware of their strengths and weaknesses professionally, and it might be up to you – as the facilitator – to fill them in.
Whether you're providing someone with constructive criticism or giving them praise on a job well done, offering feedback is an essential part of engaging with candidates.
4. Keep up with technology
It might not seem particularly relevant at first, but staying up-to-date with recruitment software helps Australian agencies ensure the smoothest and best possible candidate experience. Without a proper system in place, recruiters can potentially waste hours on tedious administrative tasks – time that would be much better spent building meaningful relationships with candidates.
Luckily, recruitment technology is constantly evolving, making recruiters' lives easier by the day. With administrative and candidate management systems such as TRIS Recruitment Software, recruiters can manage their talent pools and still have time to spare.
For professionals who are constantly on-the-go and can't be bogged down by an unwieldy computer, Recruitment Systems has an exciting new product that will be released in 2018. Called TRIS5, this mobile app allows recruiter to work on the go, saving data offline and letting you keep working while in transit. Keep your eyes out for it next year!