Summary
- Candidate Experience | Candidate Completion Rate of 89%, with an average Candidate Experience Rating of 4.5/5.
- Efficiency | Interview-to-hire ratio improved from 17% to 34%.
- Retention | Drop-off during the training/onboarding decreased from 32% to 7%.
- Talent pool utilisation & diversity | 70% of all hires would have never been invited to an interview based on their CV, but did get hired because of their Equalture scores.
About Randstad
Randstad is a global human resources consulting firm, specialising in recruitment, staffing, and workforce solutions for companies across various industries.
Size
45.000+
Industry
HR services
Geography
Netherlands
Job Focus Equalture
Call Centers
Challenge: Randstad recruitment Customer Service
Randstad supports a wide variety of corporate clients in recruiting Customer Service employees. Randstad faced two main challenges that led to the search for a solution/partner to improve the recruitment process:
CHALLENGE 1
Not making enough new hires
Randstad was not able to find enough suitable people through their traditional application flows to fullfil the demand for the open roles.
CHALLENGE 2
High drop off rates (pre-hire)
Traditional pre-screening methods used by Randstad took candidates between 60 and 90 minutes to complete resulting in high drop-off during test completion.
CHALLENGE 3
High attrition rates
New hires were leaving quickly after they started. After analysis it was found that the new hires mainly left due to a lack of the right level of learning ability. New hires needed to complete a training course, but not everyone managed to do so succesfully.
Turning Randstad's recruitment process for Customer Service roles into a predictive engine.
To objectify and turn recruitment processes in predictive engines Equalture makes use of our Objective & Predictive hiring framework.
We have outlined the steps that we took together with Randstad below.
For more information on the framework itself please visit our platform page.
Step 1. Analysing key competencies for succes in Randstad's customer success role
Performing an Internal Benchmark
1. We let Randstad’s existing customer service employees complete the game-based assessments
2. Randstad grouped the employees on their performance in their role
3. Together we compared the competencies and competency levels of top-performers vs. low-performers to identify patterns
4. Using the Equalture platform, we compared the top-performers to successful hires in similar roles at other organisations
Step 2. Turning the insights into a Top-perfomer competency profile
Creating a competency profile
Randstad, together with our team of organisational psychologists, analysed and used the data to create a competency profile which would be able to predict whether a candidate had the right skills to be succesfull within the role. Here we looked at;
1. Which competencies were relevant
2. The desired score (range) per competency
3. The importance of the competency.
Step 3. Providing Randstad's candidates a stress-free & fair experience.
Allowing candidate’s to showcase their potential
Using Equalture’s game-based solution, Randstad was able to provide an engaging experience to their candidates and overcome many objections traditional assessments face. Using gamification randstad was able to:
1. Offer a low-barrier assessment
2. Eliminate social desireability
3. Resist trainability and/or the use of AI (ChatGPT)
4. Offer a truly inclusive experience
Step 4. Selecting high fit candidates in a matter of seconds
Using the platform’s matching functionality
With the Equalture platform, recruiters could easily select the candidates that were the highest fits for the role and save time previously spend sifting through CV’s.
Step 5. Closing the loop with Performance data of new hires
Build a continuous data feedback loop for predictive hiring
With the Equalture platform, we monitored the performance and successful onboarding/training completion Randstad’s hires. We use this data to improve their hiring process and quality of hire with every hiring decision made. How do we continue optimising:
1. Gather the performance data
2. Analyse the performance data in relation to the competency profile
3. Sharpen to competency profile to achieve increased hiring success.
Results
Result 1: Lower candidate drop-off by providing a low barrier assessment
With use of Equalture’s game-based assessment format Randstad was able to improve several important key indicators.
The completion rate was increased to 89%. The time it took candidate’s to complete their assessments reduced to 15-39 minutes.
And lastly, a very positive increase in candidate experience was recording, increasing from 3 out of 5 to a 4.5 out of 5.
Result 2: Randstad's interview-to-hire ratio doubled
After the first evaluation of the candidates, Randstad was able to sharpen the competency profiles. Resulting in two very nice improvements made on their recruitment statistics.
Only 21% of Randstad’s total candidate pool was a high fit, which saved them lots of time spent on interviews.
Moreoever the interview-to-hire ratio doubled from 17% to 34%, meaning every third candidate they interview with gets hired.
Result 3: Decreasing turnover by 78%
In order to be able to start working, new hires had to undergo a training directly after being hired. The high attrition rate experienced due to people dropping out during the training was one of the major challenges Randstad wanted to overcome. In order to track the success of our collaboration we looked at the training completion rate at three different points in time.
Before Randstad started working with Equalture, 68% of the hires made it through the initial training. After the first cycle through Equalture’s predictive hiring engine we managed to increase the completion rate to 82%. Having a full batch of employees go through the system allowed for further sharpening of the competency profile. Increase the completion rate to 93%, achieving a decrease in dropout rate of 78%
Result 4: 70% of all hires via Equalture would have been normally been overlooked
Randstad used to reject candidates based on their education and experience. With Equalture, they started evaluating candidates’ potential through assessments instead. This change helped them no longer overlooking great talent, resulting in:
1. More (succesful) hires
2. More diversity
