Avoid These 6 Harmful Hiring Mistakes with Talent Assessment... - FurstPerson - ContactCenterWorld.com Blog
The hiring process in many frontline environments can be likened to a game of roulette. You take a gamble, cross your fingers, and hope the odds of making the right hire are in your favor. However, if things don’t work out the way you planned, a bad hire can be a costly, time-consuming mistake for your business.
Research shows the typical customer service team in the United States spends $4,000 on a new hire, and upwards of $4,800 on training. After all is said and done, however, 70% of customer service workers will still quit their jobs within a year’s time, and additional research shows that some contact centers experience yearly attrition rates in excess of 100%.
Overcoming Talent Acquisition Mistakes with Pre-Hire Assessments
If you've made a bad hire or two within the last year, you're certainly not alone.
Fortunately, businesses can prevent the costs associated with poor hiring decisions by recognizing the challenges at different steps of the talent acquisition process and implementing a pre-hire assessment solution that addresses each.
Below are six common mistakes that can lead to a bad hire, and how to avoid them.
1. Different Job Definitions
If different people within a company have different perspectives on what makes someone successful in a particular role, it leads to inconsistency, inaccuracy, and ultimately attrition. Creating and utilizing a company-specific job analysis can help organizations align their hiring and operating goals.
A job analysis provides a wealth of important information, including:
- The core competencies required for a position
- Examples of behaviors indicative these core competencies
- Types of exercises and assessments that resemble job situations and accurately measure the core competencies
- The level of proficiency required for each competency
The job analysis should define the characteristics that drive job success. With an official job analysis for each position, hiring managers will have a better idea of what to test for.
Additionally, if your organization utilizes an employee referral program, details of the job analysis allow employees to gain a better understanding of what to look for in the candidates they refer.
2. Inconsistent Interviewing
An unstructured interview is among the least accurate types of talent assessment tools and almost always yields inconsistent results. To make the most of the interview process, a business should rely on structured behavioral interviews in coordination with pre-hire assessments.
In fact, research conducted by Schmidt and Hunter has demonstrated that the validity of structured interviews is significantly higher than unstructured interviews.
Where appropriate, FurstPerson recommends using structured behavioral interviews as part of the talent assessment solution. Asking each candidate the same questions – and taking the time to train your interviewers – ensures consistency and gives interviewers a clear frame of reference for comparing potential candidates.
3. Lack of Screening/Assessment Procedures
Historically, many organizations have leaned heavily on resumes, references, interviews and “gut instinct” to fill open positions. However, without a data-driven talent assessment strategy, you will eliminate good fit candidates and retain applicants that prove to be a poor fit.
In order to avoid retaining the wrong candidates, organizations can rely on pre-hire assessments. While “gut instinct” has a significantly lower success rate than assessments, and has even been shown to interfere with finding the right talent, hiring assessment tools scientifically identify the behaviors required for a new hire to succeed in the targeted job.
4. Poorly-Written Job Descriptions
Job descriptions typically note the activities and tactical goals of a given position. But it is equally important to provide information regarding the knowledge, skills, abilities, and other characteristics an employee will need to be successful in the role.
As noted before, a job analysis can clearly define the abilities and behaviors that drive job success. As FurstPerson’s founder and CEO Jeff Furst wrote in a previous blog, “By defining the job, the hiring organization lays the foundation for the recruiting and hiring process because the job criteria are linked to organizational success.” Clearly defined positions give an organization the greatest chance of attracting the best possible candidates.
5. Attracting/Keeping the Wrong Behavioral Profile
Driving consistently high performance in an organization requires hiring employees who have the skills, abilities, and motivations to contribute value to your business.
While a candidate may meet the minimum requirements of the job, he or she may not necessarily be a strong culture fit. The hiring team must consider attitudes and behavioral tendencies and compare applicant profiles against the job analysis profile to determine compatibility.
Building a job profile, refining it, and testing for appropriate key performance indicators (KPIs) will help prevent hiring chronic underperformers. Evaluating factors crucial to the success of an organization allows the hiring team to consider a full scope of individual qualities, and may ultimately save your company thousands of dollars in training and retraining.
6. Ineffective Onboarding
You’ve implemented a talent acquisition strategy, trained your interviewers, and tailored your talent assessment process to predict the best candidates for the position. Now you can sit back and relax, right?
Once the hiring process has culminated in an exciting new hire, managers must work hard to properly onboard the new hire and embed the individual into the company culture as quickly as possible. Mangers should customize the new employee’s socialization and learning based on the information gathered thus far.
To combat ineffective onboarding, a pre-employment assessment test such as a multimedia job simulation is a great way to find candidates with the right behavioral profile, skills, knowledge, and abilities. Additionally, hiring strong leaders who can give applicants enough time to receive proper training will help new hires seamlessly adjust to their role. A longer transition time between training and independent job performance ensures employees have the support, direction, and guidance they need to succeed.
Don’t get caught off-guard by mistakes in your hiring process. Learn how to plan, assess, interview and measure the success of your talent acquisition strategy by downloading your free copy of 5 Talent Acquisition Commandments for Every Productive Mass Hiring Team.
Publish Date: August 15, 2016 5:00 AM
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