Excellent operational service delivery

This is the third instalment in my look at the hype around social recruiting, if you have missed them see the intro, parts 1 & 2.

HR/Recruiters should focus on ensuring their operational service delivery is excellent instead of creating unrealistic expectations that social recruiting will save them. Like any business there is no point trying to work out how to integrate Twitter, Facebook or any other fancy technology into your processes if your processes are fundamentally broken!

This excellent operational delivery includes treating candidates (and clients) as people, not as a commission. Here is a personal story of how bad third party recruiters have become in Australia. At the end of 2008 as the GFC started to really bite I had an amazing interaction with a recruiter from a well known agency.

Week 1

I was called ask if I was interested in contract SAP Project Management work. During the discussion the recruiter refused to provide the client name until they had an updated resume. I explained that they had called me because they had “found” my details in their system therefore if they wanted my resume they needed to open up. Eventually they told me the client and declined from applying as I did not like the employer. At the end of the call they asked for an updated resume, which I decided to send over.

Week 2

I was called by the same recruiter, not just agency the same person! However initially I did not recognise their name so I said nothing. The discussion was the same they had “found” my details in their system, was I interested in contract SAP Project Management work. By the end of the call I had remembered this was the same person I was speaking to last week, and they wanted an updated resume. I thought it would be fun to re-forward my original email to them as a subtle hint.

Week 3

About 4pm on Friday another blocked number called my mobile. Bingo a recruiter. Not just any recruiter my friend from the last 2 weeks who seemed to have no idea who I was! No they had “found” my details in their system,  was I interested in contract SAP Project Management work and could I send an updated resume to them! I declined.

6 months earlier when there were jobs a plenty this type of interaction was very common. But in December 2008 I was shocked.

So forget about fancy technology until your processes excellent.

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