Ever wonder what key opportunities your firm may be missing out on? Check out the slides from our recent webinar on "Staffing Trends You Need to Know When Planning for 2016". Learn more about the findings of our 10th annual Opportunities in Staffing study conducted by CareerBuilder and Inavero by visiting: www.opportunitiesinstaffing.com.

1. 10/13/2015 © 2015 CareerBuilder and Inavero. All Rights Reserved.
Presented by: Eric Gregg, CEO Inavero
Opportunities in Staffing

2. Not All Sources of Information Should Earn Your Trust
Misinformed Celebrities…
Lindsay Lohan about the weather
Jaden Smith about global warming
Ron Artest about dieting
Kanye West about…..ANYTHING
…or spelling

3. Its not Just Celebrities – We Should Check Our Own Bias as
Well

4. 864 Internal Staff
• 61% recruiters
• 26% staffing firm leadership
• 63% female
• Median age 36 years old
9,525 Job Candidates
• 65% currently employed
• 73% actively looking for a new
job
• 62% in
professional/IT/healthcare
3,021 Employers
• Independent online panel and
CareerBuilder database
• 32% > 250 employees
• 45% hire in
professional/IT/healthcare
Opportunities in Staffing:
The Largest Study of Its Kind in Staffing
STAFFING
FIRM
Image: © Dreamstime.com
Image: © Dreamstime.com
Image: © Dreamstime.com

5. Net Promoter Score® Measures Loyalty in Staffing
A Net Promoter Score (NPS®) is an easily understandable metric
based on likelihood to recommend using a company, product or
service to a friend or colleague
Staffing firms see a direct correlation between:
Net Promoter Score, retention, & referrals.
Is a Net Promoter Score?
WHAT
Use a Net Promoter Score?
WHY
HOW
Is Net Promoter
Score calculated?
0 1 2 3 4 5 6 7 8 9 10
Detractors PromotersPassives
% Promoters % Detractors NPS
Promoters: Your firm’s strongest allies; most
likely to promote your firm to others
Detractors: At risk of
leaving your firm
® Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix systems, Inc., Bain & Company, and Fred Reichheld
-100
100
-15%
31%
56%
76%

6. © 2015 CareerBuilder and Inavero. All Rights Reserved.
Keeping
Your House
in Order
A Look at Internal Staff Satisfaction
© 2015 CareerBuilder

7. Internal Staff Satisfaction Remains Level Over Prior
Years
66% 64%
59% 60% 60%
14% 15% 15% 16% 15%
51% 49%
45% 44% 45%
0%
40%
80%
2011 2012 2013 2014 2015
Staffing Employees: Likelihood to Recommend Working for Current
Staffing Firm
Promoters (9-10) Detractors (0-6) Net Promoter Score ®

8. 66%
31% 42%
Recruiters and Account Managers Less Satisfied and
Optimistic
Firm Leadership Account Manager Recruiter
Net Promoter Score®
Optimistic about Next
Year 63% 56% 47%
Images: © Dreamstime.com

9. Staffing Firms Have to Get Employees Over the 3 to 5
Year Mountain of Negativity
< 3 Years
15% Detractors
3 to 5 Years
18% Detractors
6 to 10 Years
10% Detractors
> 10 Years
9% Detractors
Key Issues for Employees with 3 to 5 Years Tenure:
1. 51% more likely to feel underpaid.
2. 38% more likely to feel immediate manager is ineffective.
3. 14% less likely to feel they receive performance feedback.
Image: © Dreamstime.com

10. Optimism and Recognition Top Drivers of Loyalty for
Internal Staff
ENJOY PEERS
OPTIMISM
Image: © Dreamstime.com

11. © 2015 CareerBuilder and Inavero. All Rights Reserved.
Getting in
Step with
Today’s Talent
Inside the Minds of the
Job Candidate
© 2015 CareerBuilder

12. We Too Often Forget the Link Between Client and
Candidate
6 in 10 Clients Have
Used a Staffing Firm At
Some Point for Their
Personal Job Search
Image: © Dreamstime.com

13. The Top 5 Things Talent Think Are True About Staffing
28%
32%
33%
34%
46%
They have access to top companies in my
space
They help you get more interviews
They are all mostly the same
They help you get hired quicker than
searching on your own
They provide a good bridge to permanent
employment
Image: © Dreamstime.com

14. Mobile Engagement Continues to Grow – As Talent
Expects More Mobile Functionality
69%
76%
84%
2013 2014 2015
Smartphone
Ownership
Tablet Ownership
37%
50%
60%
2013 2014 2015
Image: © Dreamstime.com
Image: © Dreamstime.com
73% will leave a non-mobile optimized
site and 38% view your firm more
negatively if site isn’t mobile friendly

15. 3rd-Party Reviews Rising in Importance as Trusted
Source for Talent Vetting Potential Staffing Firm
Partners
80%
39%
38%
34%
27%
26%
15%
8%
74%
32%
36%
33%
25%
26%
13%
8%
0% 25% 50% 75% 100%
A referral from a friend or colleague
User-generated online reviews
The firm’s website
Independent, third-party awards the firm
has earned
Testimonials provided by the firm from
other talent
Their affiliation with a respected trade
association
The firm’s sales rep
Marketing or advertising for the firm
Resources Trusted by Job Candidates
2015
2014
Image: © Dreamstime.com

16. Technological Advancements Yield Mixed Results for
Candidate Experience
TECHNOLOGY HELPS:
• 41% say applying on
a mobile device is
better.
• 29% believe
applications are
easier to complete.
TECHNOLOGY HASN’T IMPACTED:
• Length of typical application.
• Use of automated responses.
TECHNOLOGY HURTS:
• 39% believe
recruiter
responsiveness has
declined.
• 42% believe human
interaction is worse.

17. © 2015 CareerBuilder and Inavero. All Rights Reserved.
The Service
Playbook
Finding, Engaging & Placing Top Talent
© 2015 CareerBuilder

18. Placed Talent Remain Positive About Experience, But
Applicants Detractors Remain an Issue
-48% -48%
-33% -34%
-26% -25% -27%
19%
16%
28% 30% 33%
22%
24%
-60%
-40%
-20%
0%
20%
40%
2009 2010 2011 2012 2013 2014 2015
Candidates: Likelihood to Recommend Working with Primary Staffing Firm
Applicant NPS® Placed Candidate NPS®
22%
50%
64% 62%
Industry
Avg
Minimum Less than
$100M
More than
$100M
Image: © Dreamstime.com

19. Pre-Placement Steps to Maximize Job Candidate
Satisfaction
61% 56% 49% 40% 34%
Recruiter worked to get to
know them as a person
Set expectations about how
best to communicate with
them
Helped identify other
positions the candidate
might be qualified for
Directed candidate to
additional resources to help
job search
They gave coaching on
resume and interviewing
Increase in Net Promoter Score When These Steps Occur:
Half of candidates say their
staffing firm didn’t take these
steps.
Just 1 in 4 candidates say
this happened.

20. Onboarding Process to Maximize Satisfaction of Placed
Talent
61%
44% 44%
Had all of the tools and information
needed to be successful
Someone contacted candidate during
first week of the new assignment
Position was accurately described
prior to starting
Increase in Net Promoter Score When These Steps Occur:
55% of all talent turnover occurs in the 1st
two weeks of a new assignment
Half of all client terminations occur in the 1st
two weeks of a placement
1 in 3 candidates say they didn’t
have everything they needed
Image: © Dreamstime.com

21. Post-Placement Process to Maximize Retention, Referral &
Rehire
71%
47% 41% 40% 37% 36%
Any issues were
resolved in a timely
manner
Any emails or phone
calls were returned
within 24 hours
Someone contacted me
prior to the end of my
assignment about the
upcoming transition
Any changes to the
assignment were
proactively shared with
me
Someone contacted me
at least monthly
throughout the
assignment
I was given feedback
and coaching
throughout the
assignment
Increase in Net Promoter Score When These Steps Occur:
Less than half of placed
talent receive contact prior to
the end of their assignment.
Just 1 in 3 receive
feedback on their
performance
Image: © Dreamstime.com

22. There are Many Things Making Retention of Top Talent
a Concern
54%
46%
Very confident Not very confident
Confidence Current
Assignment Will Run
Full Duration:
When Placed Talent
Start Looking for Next
Assignment:
23%
40%
37%
1st day of existing assignment
Within 1st month of existing assignment
1 month into assignment or longer
5.5
4.2
4.1
4
10.2
4.9
Overall
Industrial
Office/clerical
Healthcare
IT/Engineering
Professional
Average Monthly Phone
Calls from Staffing
Recruiters:

23. 5 Stats to Know About the Talent Journey that I
Couldn’t Fit Anywhere Else
44% of candidates can’t
name a single staffing
firm brand from
memory.
Awareness:
Half of job candidates
who are referred to you
will still vet your firm
through a Google search
or online reviews
Average rehire rate for
staffing firms in the
survey was just 25%
91% will encourage
others to use your firm
if they have a good
experience.
78% will accept a
salary 5% lower
than their
minimum if they
read positive
reviews online
about the
company.

24. © 2015 CareerBuilder and Inavero. All Rights Reserved.
How Clients
Buy Staffing
Services
Finding and Landing New Accounts
© 2015 CareerBuilder

25. A Quick Game of Name that Basic Cable Channel

26. Getting the Meeting Hinges on Adding Tangible Value
33% more likely if you have a
specific candidate to share
22% more likely if you have hiring
or salary data to share
OR
Image: © Dreamstime.com

27. Understanding What Clients Really Think Is
Key to Success
13%
21%
33%
34%
38%
44%
45%
0% 40% 80%
They know more about recruiting than I
do
Staffing agencies are all basically the
same
Temporary employees are less
expensive than permanent payroll
I would only use them if I couldn’t find
someone on my own
Staffing agencies have access to talent I
couldn’t find on my own
A flexible workforce is critical to our
organization’s people strategy
Recruiting permanent employees
through a staffing agency saves me time
Client Perceptions of Staffing Firms
Image: © Dreamstime.com

28. Referrals and Online Resources Top Ways Employers
Find Staffing Firms
19%
18%
11%
28%
26%
12%
16%
34%
26%
27%
14%
17%
18%
20%
21%
22%
25%
29%
34%
42%
0% 25% 50%
Past experience working with the firm on
my personal job search
Asked people in my personal network
Read reviews of the staffing firm online
A sales rep introduced themselves to me
Someone proactively recommended them
Searched for the staffing firm online
Went to the staffing firm’s website
The firm’s reputation within my industry
Experience with the firm at a previous job
Asked professional network for a referral
How Clients Found Their Primary Staffing Firm
2015
2014
5 Buying Trends to Follow:
• 64% of decisions regarding what staffing
firm to use are made by more than one
person,
• The average person researches 3 types of
sources about a particular firm,
• 61% claim some form of referral
influenced who they considered,
• But 4 in 5 who get a referral still vet the
firm through at least one other source,
and
• Online sources have increased
significantly – especially with younger
buyers.

29. Education and Data are Critical to Your Sales Success
32%
26%
25%
25%
20%
17%
15%
0% 20% 40%
They demonstrated they knew
more about our industry than other
firms
I trusted them more than the other
providers
They shared information with me
that helped my company improve
our recruiting
They shared current hiring trends
in my industry
They demonstrated they knew
more about our company than
other firms
They presented me with credible
testimonials from current clients
They were the lowest priced option
we considered
Factors in Selecting Primary Staffing Firm
32%
17%
Picked Lowest
Priced Firm
Did Not Pick
Lowest Priced
Firm
67% more likely to be
trusted than sales reps and
9xmore trusted than
marketing
% Dissatisfied

30. Mobile Interactions for Staffing Clients Continue to Rise
Smartphone
Ownership
27% of client interaction with staffing
firms happens away from desktop and
57% develop a negative perception of the
firm if site is not mobile-ready
Tablet Ownership
Image: © Dreamstime.com
56%
72%
80%
2013 2014 2015
Image: © Dreamstime.com
85%
91%
93%
2013 2014 2015

31. © 2015 CareerBuilder and Inavero. All Rights Reserved.
The Service
Playbook
How Top Firms Ensure a Consistently
Exceptional Experience for Clients
© 2015 CareerBuilder

32. The Staffing Employment Story is Strong for Our
Industry
1.97%
1.98%
1.98%
1.99%
2.00%
2.01% 2.01%
2.03%
2.04%
2.03%
2.02%
2.03%
2.04% 2.04%
2.05%
2.04%
2.04%
1.95%
1.96%
1.96%
1.97%
1.98%
1.98%
1.99%
2.00%
2.00%
2.01%
2.02% 2.02%
2.03%
2.03% 2.03% 2.03% 2.04%
Apr
2014
May
2014
Jun
2014
Jul
2014
Aug
2014
Sep
2014
Oct
2014
Nov
2014
Dec
2014
Jan
2015
Feb
2015
Mar
2015
Apr
2015
May
2015
Jun
2015
Jul
2015
Aug
2015
Temporary Help Penetra on Rate (April 2014 – August 2015)
Actual rate for the month Rolling six-month average

33. But That Doesn’t Necessarily Mean Everyone Loves
Working With Us
41%
33%
30%
18% 8% 8%
-3%
-10%
30%
70%
2009 2010 2011 2012 2013 2014 2015
Clients: Likelihood to Recommend Working with Primary Staffing Firm
Promoters (9-10) Detractors (0-6) Net Promoter Score®
8%
50%
69%
63%
Industry
Avg
Minimum Less than
$100M
More than
$100M
Image: © Dreamstime.com

34. So What Are We Doing Wrong?
21%
25%
26%
30%
38%
39%
46%
0% 25% 50%
They don’t know enough about unique
recruiting challenges in my industry
Only looking out for their best interests,
not mine
They don’t know enough about my
company’s culture
They don’t give me enough candidates
to choose from
Being slow to respond
They misrepresent the people they are
trying to place
They are too pushy and aggressive
Most Common Mistakes of a Bad Recruiter
or Account Manager
20%
12%
0%1%
3%
-8%
-10%
0%
10%
20%
30%
2013 2014 2015
Clients: Likelihood to Recommend Working with
Primary Staffing Firm
Lead Contact NPS®
Day-to-Day Contact NPS®

35. The Part of The Service Delivery Equation Many Firms
Undervalue
REMARKABLE
PROCESS
REMARKABLE
PEOPLE
REMARKABLE
EXPERIENCE
Image: © Dreamstime.com

36. What Is the ‘Left Turn’ in Your Process?
90% of UPS driver turns are
to the right, because:
• It helps save them over 1
million gallons of gas a
year, and
• Left-hand turns are 3x
more likely to result in a
deadly crash with a
pedestrian.

37. Pre-Order Process to Maximize Client Satisfaction
59% 58% 58% 50%
39% 37%
Follow up on your
requests or issues
within 24 hours
Set realistic
expectations about
open positions
Ask questions to
clarify the needs of the
position
Learn about your
company’s culture
Educate on
competitive salaries
for open positions
Discuss current hiring
trends on the types of
positions that are open
Increase in Net Promoter Score When These Steps Occur:
4 in 10 Clients Say This
Doesn’t Happen
Image: © Dreamstime.com

38. Candidate Submission Process to Maximize Client
Satisfaction
69% 64% 56%
39% 32%
Candidates submitted
matched the position’s
specifications
Candidates submitted
were a good fit with the
company’s culture
Candidates were
submitted within the
expected timeframe
Presented with more
than one qualified
candidate for a position
The candidates’ unique
qualifications were
shared
Increase in Net Promoter Score When These Steps Occur:
More than 20% of
clients say this
doesn’t happen
Image: © Dreamstime.com

39. Who’s More Likely to Get the Sales Person Placement?

40. Post-Placement Process to Maximize Client Satisfaction
55% 51%
39% 37% 33%
Resolved any client
issues within 24 hours
Resolved any issues
with placed talent within
24 hours
Debriefed on placed
talent’s performance
after end of assignment
Checked in with you
during candidate’s first
week on the job
Checked in at least
monthly throughout the
assignment
Increase in Net Promoter Score When These Steps Occur:
Issue Resolution is a Key Step
in the Process
Image: © Dreamstime.com

41. You Define Your Brand by How You Respond when
Things Go Wrong
Man Has 29 Miley Cyrus Tattoos Removed, Proving That Everyone Makes Mistakes

42. The Moral: Just Because Something was a Good Idea
Once, Doesn’t Mean it is Now
1. Talent are in control now, not us.
2. We need to focus on how we do things as much as on what we do, and
3. Our reputation is our most valuable asset.

43. It’s a Good Time to be in Staffing, but Don’t Lose the
Race Because You’re Too Busy Celebrating

44. © 2015 CareerBuilder and Inavero. All Rights Reserved.
QUESTIONS?
© 2015 CareerBuilder & Inavero. All Rights Reserved
CONTACT ERIC:
egregg@inavero.com
(503) 542.3332
www.linkedin.com/ericgregg
ADDITIONAL RESOURCES:
www.opportunitiesinstaffing.com
www.inavero.com
www.bestofstaffing.com