Top 25 Questions You Should Ask in Your Exit Interviews and Surveys

Asking these questions will help you retain your best employees and attract new talent!

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The importance of asking the right exit interview or survey questions

Unfortunately, most employer neglect exit interviews and surveys. In the current candidate driven job market, it is understandable that most employer rush into recruiting to find a suitable replacement.

However, conducting exit interviews or surveys is a crucial part of the offboarding process, both for the departing employee and the employer. Exit interviews provide closure for both parties.

But exit interviews and surveys are especially useful for an employer. Effective exit interviews can help improve the company’s bottom line by reducing turnover and​ ​the​ ​associated​ ​costs ​of​ ​hiring​ ​and​ ​training ​new ​employees.

In order to reap all the benefits of exit interviews or surveys, it is important to ask the right exit interview questions.

Selection of the best exit interview questions

Here is the list of the top 25 exit interview questions you should ask in your next exit interview or a survey:

Reasons for leaving the company

  • What prompted you to start looking for another job?
  • What was the biggest factor that led you to accept a new job?
  • What makes your new position more attractive than the present job?

Job satisfaction

  • What did you like most about your job?
  • What did you dislike the most about your job?
  • Did you have all the tools and resources you needed to effectively do your job?

Work rewards

  • Were you happy with your benefits, perks and other incentives?
  • Do you think our company offers competitive compensation for your position?
  • Do you believe your work was adequately recognized and appreciated?

Workplace relationships

  • What was your relationship with your manager like?
  • Did you get along well with your team members?
  • How would you describe your working relationship with your colleagues?

Learning and advancement opportunities

  • How would you evaluate the quality of the training you received?
  • Was the feedback you received about your performance timely, helpful, and specific?
  • Do you feel like you’ve had enough opportunities for growth and career advancement at our company?

Company culture and work environment

  • How would you describe our company culture?
  • What could be done to make this company a better place to work?
  • Is there a culture of teamwork and cooperation within the organization?

Workplace policies and procedures

  • Do you think our company’s policies are adequate?
  • Have you ever experienced any discrimination or harassment while working in this organization?
  • Do you have a say in the organization’s policy changes?

Employee brand ambassador score

  • Would you recommend our company to your friend as a great place to work? Why?
  • Would you consider working with us again in the future?
  • On a scale of 1 to 10, how would you rate your employee experience in our company?

Bonus exit interview question

  • What skills and qualifications do you think we should look for in your replacement?

Want to learn more about exit interviews and surveys?

➡️ For useful tips and best practices on conducting effective employee exit interviews and surveys, check out The Ultimate Guide for Conducting Effective Exit Interviews!

Strategies for Greater Retention Rates for HR Managers

For an HR manager, the costs of creating and maintaining a staff can be plagued by employee turnover and disengagement. For most companies, revolving doors are a destructive force for financial growth, considering the cost to replace an employee is roughly 50% of that employee’s annual salary. An effective HR department, therefore, needs to hire appropriately, work to engage employees in the success of the business and constantly monitor observable measurements to ensure that they are on track.

So how does an efficient HR department gauge their progress and ensure best practices for employee retention? How do companies evolve past the everyday, worn-out methods of keeping employees engaged and make the work environment a place where employees can truly thrive?

Hiring Process

The trickiest part of the hiring process is ensuring that HR brings on the right person for the role to not only fill in missing personnel, but foster growth. The person needs to fit the values, short and long term goals of the company. A mismatch of skills, values, and commitment can create loss for a company. For hiring members of HR, there is a host of resources out there for hiring managers who want to maximize their hiring potential and run their small business like a larger corporation.

Primarily, hiring managers need to think about the kind of skills they need to bring into the company as opposed to simply filling a slot or replacing someone who has moved on. Is the company facing challenges? What skills would be the best counter to those challenges? A potential area of growth? It’s easy to fall back into patterns of hiring to replace, but hiring to grow benefits the company far more.

Observable Metrics

A handful of easily observable paper metrics can give HR departments an idea of how engaged and happy their employees are. Turnover is one of the most obvious metrics. If a company is perpetually bleeding employees, there is something seriously wrong. Likewise, the average length of employment can help indicate employee engagement. If most employees leave within a year, or conversely, stay for many years, these are indicators of the company’s ability to engage. The amount of sick or personal days taken can indicate an employee’s level of involvement in their job as well. Finally, the revenue per employee can help companies determine how engaged employees are on the clock.

Observable metrics are just the beginning of the story. An employee can love and be dedicated to their work, but also have a sick family member that leads to absences. When an observable metric indicates disengagement, look past the numbers into the human element. Is there a solution that would allow the employee to contribute in the way they’d like while acknowledging the issue? Would working from home allow them to care for the relative while hitting goals?

Greater Employee Engagement

Once the right employee is hired, the key to maintaining that employee’s performance and commitment is growing their engagement in the company. The best tool for engagement is communication. It’s important for management to keep lines of communication between themselves and their team open. Fostering trust and making employees feel heard helps them feel important, both to the company and as people. That level of emotional engagement is invaluable.

Help employees understand their role in the company — how their efforts aid the company’s success, and how the company’s success affects them. The ability to draw a direct line between cause and effect, both for the company and the employee, creates real stakes that encourages a better work ethic.

Goal Creation and Attainment

Realistic, attainable goals encourage greater engagement and growth of abilities, output and capability. Achieving goals can be rewarding in themselves; they can also be steps for future growth within the company. Goals should be appropriate for the company and for the employee — they should be a marriage of the interests of both parties. Is this something the employee is passionate about and finds rewarding? Is this an area of interest that benefits the company? Do they have the skills to achieve this goal, in a way that benefits the company?

For the employees, goals can include growth of current abilities, or the push to finish a project. Potential rewards for employees can include extra benefits, like a day off, the chance for a promotion (or more eligible to promotion), or a treat of some kind, like free lunch. Whenever a company uses a reward as an incentive for achieving goals, they should be clearly communicated and legitimately achievable. Carrot-and-sticking rewards like promotions is a dishonest method, and will ultimately lead to decreased morale.

Avoid Demotivation Pitfalls

Demotivation can come from many fronts. Lack of communication and transparency between management and employees creates a vacuum of information — one that is bound to be filled with speculation and guesswork. In a workplace without healthy feedback and communication, that guesswork can be powered by anxiety and untruths, which barely benefit anyone. Recognize employees, listen to their feedback.

Make sure the employee who puts her all into her job is recognized and rewarded fairly. Don’t feel the need to treat everyone the same. Follow through on commitments and promises. Show employees why certain team members are celebrated, and help the others find ways to be celebrated as well.

The bottom line is this: HR might be about acquiring and maintaining people as a resource, much like paper or computers, but remember that you and your crew are not robots. Metrics are useful, and numbers don’t lie, but everyone involved is a human. They have human feelings and human motivations, which don’t often conform to spreadsheet analytics. Address the human side of the equation to balance the metrics, and make the most of your skills as a leader to address real, human concerns to foster greater employee retention and engagement.

3 Best Employee Onboarding Tips

Looking to improve your employee onboarding process? Simply follow these 3 great tips!
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Why should you improve your employee onboarding program?

Employee onboarding is a very method used in talent acquisition.

If done right, the employee onboarding process can easily become your secret weapon for hiring and retaining talent.

A successful employee onboarding program ensures that your best candidate actually shows up on their first day at the new job.

This is because a successful employee onboarding process starts at the moment your best candidate accepts your offer. If you don’t engage you best candidates until their start date, they might accept a better offer or a counteroffer from their current employer.

It also helps to improve retention, engagement, satisfaction, and productivity of your new employees.

According to the Society For Human Resources Management (SHRM):

  • 69% of employees are more likely to stay with a company for three years if they experienced great onboarding.
  • Organizations with a standard onboarding process experience 50% greater new-hire productivity.
  • 54% of companies with onboarding programs reported higher employee engagement.

3 best employee onboarding tips

Here are the best 3 tips that will help get the most out of your onboarding program:

Tip #1: Plan and organize

If you want to maximize the power of your onboarding process, you need to carefully structure it. To learn how, check out our step-by-step Guide on how to successfully onboard new employees.  

Keep in mind that:

  1. A successful onboarding is a process
    A successful employee onboarding is not an event that takes place on your new employee’s first day at the office. It is a continuous process that starts at the moment your best candidate accepts your job offer.
  2. A successful onboarding is people oriented
    A successful employee onboarding is not focused on tasks, but on people.
    The human touch drives onboarding success.  The secret of great onboarding is the fact that it makes your new employees feel welcomed and integrated into your company culture from the day one!

Tip #2: Automate

Automating your employee onboarding process will help you save time and your nerves. There are many different employee onboarding tools you can use to easily automate your onboarding process.

There are 3 main types of employee onboarding tools:

  • Checklists
    Checklists are the most simple and straightforward tool that can help you onboard new employees.
  • Specialized tools
    Specialized employee onboarding tools are tools created for the sole purpose of improving the employee onboarding process.
  • Integrated tools
    Integrated tools are comprehensive, all-in-one tools that offer solutions for your whole HR management process, including payroll, benefits, time and attendance, etc.

Tip#3: Be creative

To make your new employees’ onboarding experience truly unique, you need to get creative! Luckily for you, we compiled the best and the most innovative employee onboarding ideas and examples from experts to inspire you!

Here are 3 simple, but creative employee onboarding ideas you can easily implement:

  1. Welcome GIF or video
    Gather your team and create a welcome video for your new employee!
    If your employees shy away from a camera or you don’t have enough time on your hands, go with the quicker version – create a welcome GIF!
  2. Decorate your new employee’s desk
    Decorate your new employee’s desk with some balloons, welcome sign and maybe even some cake! You can also pack your company swag (such as branded notebook, pens, T-shirt, water bottle, etc.) as a present!
  3. 100th-day party
    Throwing a 100 day on the job party for your employees is a great opportunity to shower them with some attention and remind them how much you are happy to have them joined your company.

The Human Side of HR: What Makes a Great Administrator?

Businesses are made up of a multitude of working parts. From upper management down to the mailroom, everyone has a vital role to play. HR managers are an essential part of maintaining a well-oiled machine; they take care of the people who work there and maintain the kind of workplace that inspires people to turn up day after day, year after year. They are the people behind the people. In order to do their jobs effectively, HR managers need to have a variety of skills in their toolbox.

Hire the Right People

Hiring is a major part of HR responsibilities. It’s important to hire the right people; you want them to be engaged, capable, and in possession of a skillset that compliments the current work goals and progress. An experienced HR manager needs to know how to hire the kind of person who fits the company culture and values, and who will assist in reaching long-term goals as well as immediate needs. The wrong person, or hiring a good employee for the wrong position, can be detrimental. The right person can not only fit into your corporate culture but can help that culture grow along with the business.

Effective Training

A good hiring manager can recruit employees with all the skills required to shape the company’s ability to succeed, but they also need to help mold the employee’s skill set into their brand and workflow through comprehensive and effective training. An employee with a wealth of talent needs to know how to apply that talent, not just for best results but also in compliance with legal and labor laws. A thorough training regimen outlines expectations, any company-specific training, as well as what the employee can expect from the company. This communication is vital to ensuring everyone, including the company, can comfortably fulfill their expectations.

Employee Retention and Satisfaction

The link between employee engagement and revenue is well-established. A skillful HR manager is the cornerstone of employee satisfaction — and employee satisfaction is the key to engagement. HR can utilize programs designed to show appreciation for employee work; anything from food to incentive programs can energize employees. Likewise, public praise and spotlighting distinguished employees as well as a culture of positive reinforcement can be effective. HR must also stay on top of employee needs, whether it be in benefits offerings or promotion and salaries. Employees should feel needed, appreciated, and like they have something to work towards.  

Conflict Resolution

One of the more complicated aspects of HR is conflict resolution. An effective HR manager should be patient, even-tempered and able to navigate employee interpersonal and professional relationships (as they apply to the job) with a delicate touch. HR should be attuned not only to the needs of the company but of the employees as they apply to a productive and effective workplace. Conflict resolution can range from small interpersonal spats to the larger legal issues, such as sexual harassment. It is important that HR managers be thoroughly educated and knowledgeable about conflicts of a legal nature, for the safekeeping of both employees and the company.  

Follow Through

Your employees rely on you to make sure their work lives run smoothly. From benefits to paychecks, they need you to make sure the company fulfils their end of the employee contract. Prompt follow-through shows your employees their well-being is important and the company is invested in making sure they are in a safe, productive atmosphere. If employees do not trust HR, they’ll be less likely to seek out solutions to any problems from HR. They will be more likely to become bitter or malcontent, grow stagnant in terms of work or look for employment elsewhere.

*   *   *

An HR manager who utilizes these skills will be able to work effectively and harmoniously with their company and workforce. Their administration skills can help boost productivity and make the workplace somewhere employees look forward to turning up for a long, happy future.

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Three ways a Mobile App will Improve Staff Engagement and Your Business’ Bottom Line

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The Employee: Lost in the On-Demand Economy

Why is staff turnover so high?
What can I do to improve worker retention?
How can I keep track of staff that work off-site?
Can I even do anything to improve the worker experience for hourly, on demand and/or off-site staff?

After hearing these concerns from many business owners who schedule and manage remote and hourly workers, I put together a list of core concepts and even unpack a few specific features that will improve worker engagement for event driven businesses that rely on hourly workers.

The growth of on-demand workers dramatically altered the classic employer/employee relationship. In the past, workplace relationships were built nourished by employers and employees sharing time and space. Loyalty and accountability were natural extensions of the relationship. It was not uncommon for people to hold the same job for ten years or more. In the new worker paradigm, hourly workers are assigned event based shifts by catering, hospitality, security, promotions, fashion, and staffing agencies. Event duration can be a couple of hours and event frequency can be irregular. Loyalty, communication, and accountability often suffer as collateral damage of this new worker paradigm where the employer and the employee have minimal interaction, irregular schedules and few points of contact.

Tech to the Rescue

Technology solutions can benefit business owners and workers. Software will save your business (large or small) time and money, by automating processes and providing business insights to make more informed staffing decisions. Empowering workers by providing them with a mobile technology platform will lower absenteeism, reduce churn and improve productivity.

1. Mobile Automated Scheduling Solution

Manual scheduling can be a hassle. Workers have to sift through emails, text messages, calls, and/or excel sheet and then keep track of their personal schedules for their shifts for multiple non-recurring events at different sites.

To address this pain, employers should find a mobile solution that automates much of the scheduling process. Here’s why:

  • Mobile Today’s workforce is mobile first, you have to meet workers where they are: on-the-go and on their phones.
  • Retention If a comparable alternate employer offers an easier process for scheduling, onboarding, and keeping track of events – it will be more difficult to retain good talent.
  • Control Offering on-demand workers the option to accept and decline shifts to comply with their scheduling needs, offers hourly workers more control over their upcoming schedules.
  • Convenience Providing a platform and dashboard where the booking requests and confirmed gigs can be easily accessed removes much of the burden of scheduling from hourly workers.
  • Reminders Being able to easily schedule events to a mobile calendar and set reminders can reduce absenteeism.

2. Improved Communication

Workers that work hourly shifts can find it hard to keep track of their employer, manager and/or team. Working one-off events with different teams makes it difficult to feel connected.

Even in a scenario where it is hard to feel connected, if you choose the right platform, a mobile app will improve communication between workers and management and benefit all parties. Here’s how:

  • Familarity Managers that have access to staff profiles + photos can help develop familiarity enjoyed by people who have worked together for longer periods and improves managers’ ability to create a more pleasant team environment.
  • Teams Having an easy way to connect with fellow workers and managers helps teams build emotional connections, trust, and respect. Stronger teams do better work.
  • Complaints Creating a method to report issues or concern to management via a mobile app normalizes the reporting process, providing a comfortable and convenient way for workers express concerns which increase worker appreciation and loyalty.

3. Accountability

It’s easy for hourly workers that work off-site to feel removed from the business.
Giving contingent workers access to a system provides workers with a sense of accountability so they will be more likely to achieve their goals.

  • Brand Providing workers access to a dashboard, allows businesses to remind workers of their brand.
  • Accuracy Tracking time is a burden for workers and managers alike. Providing workers with a mobile solution with GPS check-in/check-out will track hours with greater accuracy.
  • Feedback Having a mobile app is a great way for businesses to ask workers for feedback allowing businesses to harness the collective ideas and feedback of staff that are on the front lines of the business. Feedback is also a great opportunity for businesses to demonstrate to workers that they value worker input and insights. When workers feel like their voice is heard, their investment in their work increases.
  • Rating Another option to increase accountability is to utilize a rating system, built into mobile a workforce management solution. Knowing managers will evaluate worker performance, gives workers incentive to improve and excel.

Adapting a mobile solution will improve team communication, satisfaction, and efficiency.

About the Author:

Omri Dekalo, Co-Founder and CEO of Ubeya

Omri Dekalo is the Co-Founder and CEO of Ubeya.

With web software for business owners and a mobile app for workers, Ubeya nails scheduling, communication and workforce management, empowering business owners and workers alike. Ubeya accommodates custom shifts for 1000s of workers in catering, staffing agencies, and other event driven businesses.

Website: https://www.ubeya.com

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Why you should attend the Employee Engagement conference! | The HR Tech Weekly®

Why you should attend the Employee Engagement conference!

Marcus Evans: Employee Engagement | The HR Tech Weekly®

In a world where competitiveness is multiplying, the human factor is now the main differentiating factor. The performance of employees cannot be separated from the company’s.

Otherwise, different factors could turn employees into sources of loss if they are not as involved and especially engaged in their work.

According to the Steel Case and Ipsos study on employee engagement:

“Of the 17 countries studied and the 12,480 participants, 1/3 of the employees are disengaged.”

Germany, UK, the Netherlands, Spain, Belgium and France scored below the world average in terms of the rate of employees being engaged and satisfied with their working environment. Employee disengagement is not limited to a particular industry but affects all businesses. Some companies place more emphasis on employee engagement because they successfully established the link between commitment and performance. This is why they have put in place mechanisms to measure the degree of commitment of employees and try to establish programs enabling the optimization of well-being at work, through various actions targeting motivation, the quality of the working environment, managerial leadership and others, in order to build a culture of sustainable engagement.

There are no sectors that are eradicated or less affected by this scourge. As long as companies work in an environment that is changing constantly, there will always be sources and factors optimizing disengagement. As a result, it will always be necessary to increase the level of vigilance in order to limit the risks of disengagement.

Companies are interested in knowing more about:

  • How to improve the employer branding and communicate about the company’s values to the employees
  • How can we put the company’s culture at the service of employee engagement?
  • The role of leadership in managing employee engagement
  • How to create a sense of belonging among the employees?
  • How to use predictive analytics to improve employee engagement?
  • How to maintain employee engagement after a M&A or a strategic transformation?

Consequently, executives involved in HR, Talent Management, Engagement and Retention, Internal Communication and so on should definitely not miss out on this opportunity to attend the marcus evans‘ Employee Engagement conference taking place on the 27th-29th of September in Amsterdam, Netherlands.

7 Recruitment Metrics Essential For Your Hiring Success

7 Recruitment Metrics Essential For Your Hiring Success

7 Recruitment Metrics Essential For Your Hiring Success

As employers continue to face falling candidate availability and rising demand for staff, understanding your recruitment metrics is vital to attract, source and retain the talent your business needs. Metrics are used to measure and monitor the progress and success of your talent acquisition strategy. Here are 7 you need to know:

Time to hire

For companies new to recruitment metrics, measuring time to hire should be your priority. On average, it takes employers four weeks to fill an open job but talent disappears from the job market within a matter of days. A prolonged time to hire indicates a number of issues including a repetitive application process or poor decision making on final candidate selection. Reduce your time to hire by tagging your referred or priority candidates through your applicant tracking software and offering a registration of interest to capture the contact details of qualified candidates.

Source of hire

Understanding the source of your most successful hires enables HR to focus on those channels to fill future jobs. Candidates enter your recruitment funnel from a variety of sources including your careers website, employee referrals, social media, your own talent pool and job boards. Focus on the sources that provide the most qualified candidates for a better response to your next vacancy. Ideally, employee referrals should provide your top source of quality hires.

Candidate drop-offs

An estimated 90% of candidate drop-offs are a direct result of a poor time to hire. If your HR analytics reveal alarming levels of candidates abandoning your hiring process pay attention to that metric. A prolonged application process and failure to engage with applicants in your pipeline and a negative candidate experience all affect this vital metric.

Quality of hire

Under a quarter of UK employers are confident in measuring their quality of hire. The easiest way to gain insight into your quality of hire is by measuring your attrition rates among your most recent recruits. Incorporating pre-hire assessments, reviewing your screening parameters and carrying out exit interviews with your departing employees will enable HR to gain clarity around this issue. With an estimated two out of every five hires now failing, understanding your quality of hire is essential.

Retention

The problem of retaining new hires is shaping up to be one of the major recruitment trends for 2017. A new report from CV Library found that one in five new hires leaves either during or before the end of their probationary period. If your recruitment data shows a disproportionate level of early departures focus on your interviews first. Unrealistic expectations result in your candidate leaving early but the problem may also lie in your decision making. 75% of decisions are based on the interview alone, leaving your process at risk of unconscious bias and bad hires. Support your decision with the evidence in your recruitment analytics.

Cost of hire

A recent report from the Recruitment and Employment Confederation (REC) found that 85% of hiring managers admit to making a bad hiring decision but one third believe there are no costs relating to this decision. One in five also have no idea how much a bad hire costs their business. The report suggests that, an unsuccessful hire in a position with a salary of £42,000, for example, costs your business over £132,000. Your cost of hire will include job adverts, internal hiring costs, interviews and agency fees. The final cost should also be measured in terms of both the financial impact and the impact on the morale and performance of your existing employees.

Job acceptance ratio/Reneged job offers

Job hoarding candidates became a very real problem for UK employers last year, particularly for graduate recruiters where the number of reneged job offers meant that 1,000 graduate jobs went unfilled. A poor job offer to acceptance ratio will be affected by a number of issues, including an irresistible counter offer, a poor candidate experience, a salary which doesn’t reflect market rates or delays in making a decision on candidate selection. Reneged job offers also suggest a potential problem with onboarding. Your onboarding process should begin as soon as your job offer is accepted to prevent your new employees going AWOL on their first day.

Advorto’s recruitment software provides workflow and structure across the entire hiring process and offering a dynamic database of candidates and analytics. Used by some of the world’s leading organisations, it provides a straightforward first step into people analytics and big data. Contact us today.


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The Next Frontier in Shared Services | The HR Tech Weekly®

The Next Frontier in Shared Services

For anyone who’s answered an email or text from a project team member on a weekend (and that’s just about all of us), it comes as no surprise that digitization has profoundly disrupted the way we work. However, this “new normal” of always-on, instantaneous communication among networks of teams is now dovetailing with another force that is equally as disruptive: a changing workforce, led by increasing numbers of Millennials. Together, these forces are impacting the service delivery landscape and calling upon the HR shared services organization to engage with employees via digital tools, often in entirely new ways.

A digital employee experience is no longer optional; it’s a necessary survival skill for those seeking to attract, retain, and facilitate engagement with the next-generation workforce. At a recent Deloitte workshop, we explored what makes Millennials different, (backed by the findings of the 2016 Deloitte Millennial Survey), along with strategies for meeting their elevated expectations. Among the characteristics put forth at the event, Millennials:

·      Are digitally native, and, by and large, they would rather use their phones for text or email than talk to people.

·      Expect “consumer-grade” experiences.

·      Tend to shun purely financial motivations, as they feel employee satisfaction and treating people well are the most important values in terms of long-term business success.

·      Crave leadership opportunities, with only 28 percent of the respondents in the Deloitte Millennial Survey believing their organizations make full use of their skills.

·      Expect to have mentors bring them up in the firm.

·      May have little, if any, loyalty to companies and may leave quickly if they believe their leadership skills are not being developed or if the company puts financial performance above everything else.

So, what does this mean for HR shared services? Nearly every company today, but especially those in traditional industries such as mining, manufacturing, and energy & resources, must find a way to replace growing numbers of retirees by attracting Millennials and elevating them to leadership roles quickly. This path toward reinvigorating the workforce by engaging Millennials runs directly through HR.

To attract and retain next-generation employees, HR organizations increasingly must deliver consumer-grade services through shared services by adopting digital tools and making the cultural adjustments required to leverage them fully. Many service delivery organizations have started to do this by transforming their contact centers, mainly by moving toward web self-help, email, and mobile channels to address simple inquiries, and reserving voice channels for answering more difficult questions. This makes sense given Millennials’ resistance to talking live, although the electronic component of these interactions has to be customer friendly. The technology has to work, without too much clicking or form-filling, or Millennials might move on—abandoning the interaction, and if the dissatisfaction persists, perhaps abandoning the employer altogether.

The strategic importance of digitizing the contact center was further emphasized in the findings of the 2015 Deloitte Contact Center Survey. Of note, 85 percent of organizations surveyed view the customer experience provided through their contact centers as a competitive differentiator, and half (50 percent) believe the contact center plays a primary role in customer retention.

While many HR shared services organizations are in tune with the engagement challenges next-generation workers pose, Millennials aren’t the only game in town. Baby Boomers and Gen Xers still must be served, and their customer satisfaction ratings are also important. While Millennials may view texting as a genuine form of human engagement, older groups largely do not. They want to talk to someone, and they view personal interactions as a preferred, and largely more effective way to solve problems, particularly complex ones.

Serving the needs of a multigenerational workforce today requires organizations to introduce digital employee experience tools, especially those that promote self-service and collaboration, while preserving existing voice-channel capabilities, at least in some situations. However, maintaining multiple platforms can be expensive and cumbersome, and stranding existing IT investments is rarely an option.

This has left many HR services organizations overwhelmed by the magnitude of technological change that stands before them. That’s why it’s important to take small steps instead of big leaps. For some organizations, implementing a cloud-based platform might be one of those incremental steps. Far from being just another portal, some of these platforms allow subscribers to develop, run, and manage shared services applications without the complexity of building and maintaining infrastructure and underlying technologies. In evaluating such a platform, the technology at a minimum should:

·      Deliver a consumer-grade user experience

·      Streamline processes and automate workflow

·      Simplify transactions by providing personalized content and context

·      Increase effectiveness and decrease cost for shared services operations

·      Make employee interactions and communication with HR simple and intuitive

Regardless of what technologies you choose, an improved digital employee experience is the next frontier in shared services. The overarching objective is to create a digital workplace that capitalizes on a company’s current technology investments by bringing disparate systems together and providing a personalized journey through shared services processes and related content via guided interactions. Why is this so important? Millennials expect nothing less. Your shared services center has to deliver high quality services or the next-generation workforce may gravitate to an organization that can.

For more insights about current HR topics, visit the HR Times Blog.

About the Authors:

Michael Gretczko is a principal with Deloitte Consulting LLP and the practice leader for Digital HR & Innovation. He focuses on helping clients fundamentally change how they operate, often working with large, complex, global organizations to guide transformation programs that enable HR organizations to reinvent the way they leverage digital to improve the employee experience and business performance.

Marc Solow is a director in Deloitte Consulting LLP and responsible for leading Deloitte’s HR Shared Services market offering in the United States. Marc has led the consulting services in support of several global HR transformation, shared services, and outsourcing projects for large and complex clients in a variety of industries, including insurance, health care, life sciences, consumer and industrial products, and energy.

Copyright © 2017 Deloitte Development LLC. All rights reserved.


Source: The next frontier in shared services | Michael Gretczko | Pulse | LinkedIn

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Employee Engagement and Experience Driven by “Culture First”

This is no more a secret that engaged employees are more likely to perform better and improve organizational success. And as the companies move more towards agile organizational models, there will be more increase in the employee engagement rates.

Employee Engagement refers to an employee’s job satisfaction, loyalty, and inclination to spend discretionary effort toward organizational goals. Companies measure engagement through an annual employee survey or by a continuous feedback culture.

The important characteristic to remember when thinking about employee engagement is that, it is a real-time assessment of how employees are feeling about their organization and their work.

Culture First

But this is not the only important one. We need to care about culture as well, for understanding what is happening within our organization. And engagement is a critical output of a strong culture.

For organizational culture, the definition centers on the concepts of values and assumptions which contribute to the development of norms, behaviors, and other cultural activities. Because employee engagement and organization’ culture both involve an individual’s relationship with their workplace, it is necessary to bring them always together.

But why the organizational culture is important here?

Check out the below INFOGRAPHICS on Organization Culture from Multigence. They are providing an efficient and scalable technology based solution that measures, evaluates and matches your organization culture with individual profiles of employees and candidates.

Organisation Culture in Infographics from Multigence

According to Multigence, organization must focus on fitting individuals into the corporate culture. Culture isn’t for your employees. It starts the moment a candidate first comes across your brand. And this immediate activate the drivers for your organization growth and success like below.

  • Right hiring and promotion
  • Proper alignments of skills, including the soft skills
  • Taking the right talent decisions
  • Fitting to the corporate branding

The culture of the organization is shaped by each single individual. Successful talent decisions will be driven by cultural fit.

And in the long term benefits, it also

  • Reduce in recruitment cost and higher success rate of recruiting with right hiring match
  • Increase in retention, employee satisfaction, performance indicators and productivity
  • Build and choose better leaders and find the right successors

According to Bersin by Deloitte, organizational culture, engagement, and employee brand proposition remain top priorities in 2017; employee experience ranks as a major trend again in 2017. “Employee engagement has become the top issue on the minds of business leaders, directing us to an entirely new model of management”. And companies need a new approach—one that builds on the foundation of culture and engagement to focus on the employee experience holistically, considering all the contributors to worker satisfaction, engagement, wellness, and alignment.

And according to them, the below figure shows the factors that contribute to positive employee experience. So it pretty clear that today organizations must focus on the employee engagement to have the right employee experience on the foundation of culture.

Simply Irresistible Organization Model

Back in 2015, Graham Massay, the Business Head of The House, came up with an interesting article Culture First Engagement Second. Where he mentioned the risk is that engagement becomes a once-a-year, box-ticking exercise, designed to prove that everything’s OK rather than actually making sure that everything’s OK. By contrast, a strong values-led culture keeps your organization healthy and your employees inspired.

Focusing on culture rather than employee engagement doesn’t mean giving up on measurement. Culture is an outcome. And the business cannot afford to focus solely on engagement at the expense of culture.

So the next question comes to our mind.

Why organizations should focus on employee engagement based on culture first approach?

Multigence has tried to bring the benefits of employee engagement driven by culture or based on a foundation of culture, with the below INFOGRAPHICS.

Employee Engagement Driven by Culture in the Infographics from Multigence

Now if the organization is looking to apply for these benefits, they must focus on employee experience and the world of digitalization. There are many digital tools available in the market which delivers great employee experience. These tools can be categorized as:

  • Productivity and Collaboration tools
  • Engagement and Feedback tools
  • Performance Management tools
  • Well-Being tools
  • Culture Fit tools
  • Employee Services tools

If one can commit to managing these aspects of your employee experience along with employee engagement and culture, then they can be surely a few steps ahead of their peers. The important thing is to consistently care about the employee experience and culture. The role of technology makes a great impact here and one should plan accordingly.

In beginning of this year there is also came up an article Culture First. Digitalization Second. (In German), by the writer Daniel Fuerg, an entrepreneur and according to him.

“It is about a cultural change in our society, triggered by the possibilities of digital technologies and innovations. But the change is not digitalization. The change is what the new possibilities with us humans make. It is a cultural change, which was triggered by technological changes. Companies must thus respond to cultural change and at the same time equip themselves with technology.”

So it’s clear that before we should plan and start considering about engagement, experiences, we must also consider culture the individual culture and off course the organization culture.

So it’s make sense to focus on “Culture First” approach over company first or even county first.

About the Author:

Soumyasanto Sen

Soumyasanto Sen — Professional Advisor, Consultant, Investor in HR Technologies having 12+ years of experiences focusing on Strategies, People Analytics, Cloud, UX, Security, Processes, Integration and Entrepreneurship in Workforce Transformation.

Blogger, Speaker and Evangelist in HR Technologies. Founder of HRTech Conscience.


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Recruitment Tools: The Magic Lamp for HR

Recruitment Tools: The Magic Lamp for HR

Written by Sachin Gupta, CEO and Co-Founder, HackerEarth.

Sachin Gupta, CEO and Co-Founder, HackerEarth

Ask any business right now about their top challenges — chances are good that recruiting and retaining talent will be on the top three in the priority list. Smart organizations are aware that they’re only as good as their employees and will prioritize in hiring the best of the best for their organizations.

As technology continues to evolve, it is playing a significant role in the way companies approach the talent search and the hiring process. With companies not really carrying labels that say they are tech or non-tech anymore, finding and retaining great tech talent is what the hiring game is now all about.

According to a recent 2017 survey, finding and hiring top tech talent is what keeps the executives up at night. It has been the management’s greatest concern for the last five years. However, with recruiters latching on to online recruitment tools that are “smartifying” the hiring process, tech hiring was never easier, and never more reliable.

Time for a change

When LinkedIn and other online job applications first began to gain traction, they were considered as supplements to the traditional paper résumé and in-person interview. Today, the world of recruiting has gone nearly 100-percent digital. Traditional recruiting processes often fail to acquire the best and brightest. With smart online assessment tools, recruiters are no longer limited to interviewing candidates within a limited geographical radius, and they are less likely to make bad hires based just on snazzy résumés. They don’t need to put in hours sifting through résumés that are often not a reflection the saleable skills or manually evaluating tests. There is no place for unconscious bias either.

Online recruitment tools are replacing traditional methods that don’t always work. Entrepreneurs are ready to invest big in amazing technical assessment tools that automate complex screening and recruiting tasks to add real value.

Using traditional hiring methods are deal-breakers especially for companies looking at acquiring quality technical talent. There is no one-size-fits-all approach. Different requirements warrant different tools or processes. Be it a campus recruitment drive or hiring for niche profiles, online technical assessment tools have an answer. So, what is the reason for these tools to be highly successful?

Scale

A leading retailer wanted to scale its hiring process across Indian cities. When its current hiring process did not support the rapid expansion, the global e-com leader opted for online technical assessment tool. It allowed them to have multiple administrators and enabled them to conduct multiple recruitment drives from several cities for various roles and functions. The tool allowed them to assess thousands of candidates remotely and the proctoring mechanisms ensured a fair assessment. In a span of six months, the company conducted 200+ hiring drives and assessed over 27,000 candidates in different cities.

Time

Minimizes manual filtering of hundreds of résumés thus saving time. Significantly reduces the number of interviews your technical team needs to take to find the right candidate. Prevents the number of candidates from becoming a bottleneck because any number of candidates can be tested simultaneously. This meant hiring managers and technical managers spending less time assessing candidates and wasting no time on irrelevant candidates.

Efficient campus hiring

Large enterprises usually hire developers in big numbers. Campus hiring is one of the many modes that these organizations use. Using an online recruiting tool, these companies can accurately measure the technical skills of candidates. Online tools will also help these companies to hire from different campuses across states thus achieving the numbers they want to.

Exhaustive Question Library

Some of the best tools nowadays supports multiple question types including programming, MCQ, subjective, android, and front-end programming. These libraries help companies to save time on problem setting and test candidates on assorted topics.

Proctoring measures

Recruiting tools come with the best proctoring measures which helps the recruiters test candidates remotely. These tools have built-in features like plagiarism detector, candidate snapshot, restricting multiple logins among others.

The conclusion

Hiring quality tech talent is the common denominator across all organizations. And the online recruiting tools are significantly better at finding them quality talent than the traditional processes that have been followed till now.

By using a tool such as the automated assessment platforms, even non-tech recruiters can conduct technical screening without a hitch. These coding platforms are significantly better than the processes that already exist in these companies. As these tools are easily integrable with the recruiting workflow of an organization, software giants should be happy to take this route.

To rephrase the famous saying from the movie Ratatouille, “Not everyone can become a great developer; but a great developer can come from anywhere” Make sure you don’t lose out on them.


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