‘Human Touch’ Remains Essential to Candidate Experience: Study

August 27, 201911:41 am
Generic placeholder image

Despite ongoing technology enhancements in the talent acquisition industry, recruiters and candidates agree that an informed, responsive recruiter is critical to creating a positive candidate experience and to finding the best person for the job. That according to two new global surveys – one of candidates and one of talent acquisition professionals – by Korn Ferry.

The surveys found that 90 percent of candidates and 80 percent of recruiters say it is either very or extremely important that the candidate like the recruiter with whom they are working.

“Technology has allowed us to make tremendous strides in talent acquisition, such as the use of AI to source the best candidates for a role. However, it’s the positive interaction with a recruiter and/or hiring manager that can make or break a candidate experience,” said Pip Eastman, Managing Director, Solutions APAC for Korn Ferry’s RPO and Professional Search business.

When considering what is the top way a recruiter can gain credibility with a candidate, both surveys cite being knowledgeable about the specific job, organisation and industry.

More than half (53 percent) of candidates say that the top way communications break down is when a recruiter “ghosts” them by not calling them back or letting them know where they stand in the hiring process.

See also: 3 in 5 Business Leaders Found Hiring Candidates Using HR Tech Gives Greater ROI

“The best philosophy is to treat candidates like customers of the company for which they are applying, said Eastman. “We want every part of the recruiting process to run smoothly, and a big part of that is being responsive and treating each candidate with respect.”

When asked for the top reasons as to why candidates are looking for a new job, recruiters cite a better title/more responsibility as the top reason (20 percent), followed by salary (19 percent) and they are bored/need a new challenge at 16 percent.

When a candidate is trying to decide between two offers, they say the best thing a recruiter can do is discuss why the recruiter’s offer better aligns with their career aspirations (44 percent). Only 5 percent said giving them more money would be the top move for causing them to accept one offer over another.

And when it comes to convincing a candidate to choose their job offer, only half (50 percent) of candidates say the recruiter can convince them to take the job if they are unsure of the position. When asked the same question, recruiters were much more confident, with 83 percent saying they can convince an uncertain candidate to take the job.

Read also: Managing Performance as an ‘Experience-Continuum’