Human Resource Outsourcing
September 13th, 2013
By Teri Morse, vice president, Human Resources, Xerox
U.S. companies spend about $46,000 each year on training and developing new employees. It’s even more expensive when companies struggle to retain people.
If you want to improve employee retention, and reduce training costs, your recruiting process must change, even for hourly employees, so says the Corporate Learning Factbook 2013.
Cracking the Code
Some companies, including Xerox, have turned to big data to help with the hiring process. This is especially important to us in the customer care space.
Applicants are put through a series of tests and their job performance is tracked, which helps the technology learn about and identify the ideal customer care worker.
Those technologies, like the one we use from Evolv, help us assess all of our candidates (and we have a lot) and rank them from high to low potential for the job. Then we make the final decision on who to hire.
Not only does it help during the application process, but it also shows us where applicants have weaknesses. This provides recruiters areas to dive deeper into during the interview process, and it lets us know how we can focus training to enhance skills.
Less Guesswork, More Data
So who is the ideal customer care worker? The data tells us it’s someone who lives close to their place of work, has reliable transportation, uses social media (but not too much) and is creative.
This data has proven that when we hire people who are graded as “most likely to succeed,” they stay on the job longer and perform better. For one of our clients, it helped increase revenue by 10 percent because we were able to hire better people and keep them on the job longer.
This software helps take the guesswork out of the hiring process and replaces it with real, scientific, data. While hiring managers have the final say in who they bring on, instinct and intuition now play a much smaller (and more reliable) role in personnel decisions.
One thing we’ve learned from this process is that it’s not about the number of job applicants, it is about the quality of those applicants and how many we hire.
Employees that stay less than six months cause a loss for us, due to the expense of training them. Now our turnover is lower, which means less time and money spent on recruiting and training new hires.
Big data saves us time and money, and allows my team to focus on efficiency and customer satisfaction. What’s your team working on?
March 28th, 2013
By Viktor Reznicek, vice president, Relocation & Assignment Services, Xerox
Xerox Relocation & Assignment Services (RAS) has earned the No. 3 spot in HRO Today’s Baker’s Dozen in Relocation.
The Baker’s Dozen relocation survey rates more than 200 companies that offer relocation management services worldwide. Survey results are based solely on feedback from HR and procurement professionals within companies that utilize these services.
What’s the role of the Relocation Management Company (RMC)?
For employers, employee mobility is about getting the right talent to the right place at the right time and cost…smoothly and efficiently. For relocating employees, it’s about making one of life’s most significant transitions. It’s the RMC’s job to orchestrate every aspect of the relocation to ensure harmony from start to finish…finding the right neighborhood, selling/buying a home, moving household goods, getting to the new destination, and settling in successfully.
How do you earn a spot among the Top 3 RMCs?
Earning a Top 3 spot takes more than industry experience and know-how. It takes a servant’s heart. A servant’s heart produces experiences like the one of this recently relocated employee:
“Before you called, I was stuck dealing with realtors and inspectors. You were so incredible at holding my hand through the process. I’m not sure how we got so lucky as to have you assigned to us! I simply cannot thank you enough.”
We hire individuals with service in their DNA…individuals who are passionate about customer service. This is what we screen for when hiring a consultant. As Charles Nordstrom once put it, “You don’t ‘train’ customer service. The parents do that.”
Xerox is thrilled with this recognition, but we aren’t settling for Top 3. We are aiming for the top spot in next year’s ranking. Customer service is what we are passionate about and being recognized by our customers is what matters most.
April 1st, 2011
I’m in the teaching business, sort of. My “students” aren’t school kids, but employees of large global companies. Their lessons aren’t reading and writing, but how to do their job better. And in these tough economic times you don’t have to be smarter then a fifth-grader to realize you’ve got to find new ways to do things better. That includes getting the most out of employees. And for employees to be effective, employers have to give them up-to-date training, delivered in an efficient and economical manner. To top it all off, that learning must be continuous and reach employees no matter where they are in the world.
I know running those programs can be tough, much less creating a strategy, designing classes and actually delivering them. Unfortunately, many organizations don’t know how much they’re spending on learning and are unable to quantify the value they’re getting from their investment.
At ACS, we understand what companies need from their employees. Our learning business is the largest and oldest in the industry. We work with household names in the financial, airline, automotive, pharmaceutical and wireless industries providing training to millions of their employees around the world. We know that a company’s focus needs to be on what matters most to them – their business.
Clients agree. For the sixth year in a row, ACS was named to the prestigious Baker’s Dozen list of Top Learning Providers compiled by HRO Today magazine. These rankings are based on confidential client surveys. These businesses trust us with their most valuable resource – their employees – and like the job we’re doing.
If you want to know more about how ACS Learning Services can help you get the most out of your employees and get ahead of your competition, listen to this podcast. And if you’re not careful, you might just learn something along the way.