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Transformative Metrics: Quality of Hire

by Joseph Murphy

It is not enough to measure recruiting outcomes, it is an expectation of business.

Your measurements must support the ongoing transformation of your contribution and alignment of recruiting to strategic objectives. Evidence of quality of hire with talent analytics is a mandate for talent acquisition teams. Here are a few examples of recruiting functions that document how candidate evaluation methods contributed to operational outcomes.

Retail Banking: The Cash Drawer Dilemma

The organization wanted to deliver a more engaging and consultative client experience supported with technology. A candidate evaluation experience was designed that mimicked client-facing technology and presented a range of simulated interactions.

In collecting evidence on performance factors, it was documented that those front-line employees who delivered the most engaging client experience were more prone to cash drawer errors. Those more likely to manage cash drawer accuracy delivered a less engaging client experience. But because there was a policy in place to terminate an individual after a certain number of cash errors, the organization was firing its employees with the most effective client engagement abilities.

The use of a multimethod assessment, the Virtual Job Tryout, allowed this organization to balance the results of the candidate evaluation. The scoring algorithm places importance on both desired traits, advancing candidates with the ability to deliver exceptional service and manage the details of a transaction.

As a result, the talent acquisition team was able to use transformative metrics and align hiring decisions with operational outcomes. New front-line associates delivered better client service and early turnover was reduced.

Capital Equipment Sales: The One Trick Pony

The organization with a particular flagship product wanted to increase market penetration with its full product line. The existing sales team relied heavily on sales from one product.

A candidate evaluation experience was designed that mirrored a range of territory management and client engagement scenarios.

In collecting evidence on performance factors, it was documented that those account executives achieving broader market penetration took a more consultative and holistic approach to their clients' business. As a result, they discovered more needs and opportunities to recommend additional products and services.

The use of a multimethod assessment, the Virtual Job Tryout, allowed this organization to identify candidates with a consultative approach to client engagement and holistic sales approach. The result was hiring new account executives that delivered a 10 percent higher level of sales from other products and services. The talent acquisition team was able to use transformative metrics and align hiring decisions with operational outcomes.

Hiring decisions are only as good as the data that supports them. Creating multimethod evaluation experiences that mimic the complexity of the job can provide an evidence-based approach to differentiating among your candidates. And the data you collect from robust candidate evaluation can deliver transformative metrics, documenting how your recruiting process contributes to the company’s strategic objectives.

Download your free copy of a white paper I coauthored on evidence-based hiring. Learn how you can use talent analytics to document quality of hire.