Customer care revolution
Published: 20 August 2008 Author: Elliot Wright
Tougher economic times must lead to a change in processes and procedures, argues Elliot Wright
A year ago there was an abundance of roles available from which consultants could effectively pick and choose. But today, with belts being tightened within every sector, there is a need for a more considered approach to client management. Those agencies which tune in to this, and react now, will stay ahead of the competition.
With the recruitment industry looking inward and adopting a more tailored approach to its customer service, clients are now being offered a more comprehensive service. Ultimately, both clients and candidates will gain from this change in attitude as consultants offer additional support and 'added value' solutions. These include internal training for candidates, and spending time with individuals to ensure their CV, portfolio and additional materials are relevant for each role, giving clients a more personalised service.
With more emphasis being put on clients and the way in which consultants interact with them, service level agreements (SLAs) are returning to the fore as a key differentiator between agencies. This is something we believe will play an increasing role in the coming months, including 'duty of care packages', which go beyond the normal remit of the SLA. These will involve quality checks on all candidates as a standard, detailed reference analysis, management of candidate response and much more.
In a strategic move to focus on winning new business in this competitive environment, marketing has climbed to the top of the agenda for companies looking to recruit as they clamour for high profile positioning to ensure their vacancy details reach only the best candidates. Recruiters are raising their firms' profiles through various means including providing company details on their website, holding open evenings and investing in mail shots to potential candidates to keep them up-to-date with latest vacancies and build the company's brand awareness.
Those agencies that realise the importance of introducing new processes and procedures will continue to win and develop new business, even in these tough times.
Elliot Wright
Divisional manager, consultancy services at Hill McGlynn
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