Comments for Aon Consulting RPO Blog

Comment on Branding…it matters. by jefftsan

jefftsan — Tue, 22 Jul 2008 14:23:38 +0000

Michael — great post on the importance of maintaining a cohesive and unified brand. Looking forward to seeing this up and running again soon!

Comment on What metrics does your recruitment department track? by John Hassett

John Hassett — Tue, 24 Jun 2008 16:07:24 +0000

Gina,

Thanks for the post. I am not sure that the demand will rise for KPI accountability across the board as this is not a new idea. I think that it will depend a lot on the culture of the organization and who is running it.

I have done a lot of work with call center recruitment and there is a lot to be said for a heavily metric driven environment. It takes away any grey area and really helps you identify where there are gaps in your process.

We have built a great tool to track recruiter productivity. We use Cognos reporting and created an entry page for recruiters to input their daily activities - this allows us to track productivity on a day to day and also long term basis. This aides in developing performance plans for recruiters as well.

There are still a lot of companies that track this manually and at the end of the day, the data is only as good as the honesty and integrity of the recruiters entering it.

Comment on The most important retention metric of all by miriam99

miriam99 — Tue, 24 Jun 2008 02:15:18 +0000

Gianni,
I am a colleague of John’s at Aon and would love to respond to your great question. I will share two of our favorite tips:
1. Job simulations. Many companies use job simulations to test the skills of job candidates prior to hire. These simulations also give the candidate a chance to get a feel for the job and decide for themselves if they like it. Yes, Aon has been conducting job simulation for over 30 years. Many are conducted over the phone.

2. Careful on-boarding. There are many ways in which companies “engage” new hires from the start, so that there are no surprises right after training. For example, supervisors have lunch with their new team members on the first day, to start to build a strong relationship. New hires spend part of each training day out on the floor, so they can see — first hand —- what the job is like. New hires are assigned a mentor or buddy to guide their way and establish open communications from the start. The key is finding ways to get the new hire engaged with the work and the people in your organization from the start.

I hope these tips help.
Miriam Nelson, Ph.D.
Senior Vice President - Aon Consulting

Comment on The most important retention metric of all by giannic10

giannic10 — Tue, 10 Jun 2008 00:10:29 +0000

John,

Appreciate your insights, so I will ask a question: I have experienced contact centers that invest 3 to 4 weeks of training for contact center agents, and face within the last week of training (when shadowing, or listening to live calls occur), and the cost alarms the companies.

Would recommend exposing agents much earlier in the process to force and exit earlier? What else might you suggest? Does Aon have a remedy for these sorts of costly, morale-enervating circumstances?

Thanks,

Gianni

Comment on What metrics does your recruitment department track? by giannic10

giannic10 — Tue, 10 Jun 2008 00:02:47 +0000

With pressure for analytics, do you anticipate change afoot, perhaps in next three years,(though certainly not as extensive as a call center) that will demand will rise for some of the KPIs you propose? Does Aon have solutions that will allow for tracking of these KPIs?

Thanks,

John