Solving the job applicant black hole equation

How CA Technologies is improving candidate experience by responding to everyone who applies

“No one ever contacted me.”  Most people who have ever applied to jobs online have experienced this.

Statistically, only 25% of completed job applications will ever get reviewed by a hiring authority at an employer.  Very few will ever receive a response from a real person.

In an effort to improve our candidate experience, based on feedback from job candidates in 2014, we audited our process to find only 12% of the 100k applications received annually were being reviewed.

We thought we could do better than that.

Our solution?  In January of 2015 we implemented a small team in our Hyderabad office, called Talent Assessors, to review and vet each application and respond to the applicant with a personal note letting them know if they would move on in the process.  The program was spearheaded by Becca Sil, Operations Manager from CA’s Talent Acquisition team.

We now have 3 resources on the team personally responding to every applicant within 2.5 days.

We soon began receiving feedback from applicants that indicated we were on the right track.  We published one such note in an article on Linkedin that received some interesting awareness.

 

Hi Craig, 

I had every intention of completing the CA job applicant survey, but did not do it in time. Sorry for that.

I had such a positive experience recently that I wanted to take a second and provide feedback (even if unsolicited.)

I have applied for a few positions with CA over the last 2 years. Each time in the past I applied online (some say it’s a dead end and pointless) and never heard anything back–positive or negative.

This weekend I saw something come through from CA’s candidate community newsletter that caught my attention and I applied online. This morning I received a response back from Jyoti Pundir that they would not pursue my application any further. I LOVED IT!

No one likes rejection, but the fact that I know someone actually looked at my application and responded (good or bad) is amazing and a true testament to the desire for exceptional customer service (and I don’t use the word exceptional very often… you have to really earn it.)

Kudos to you and your team for doing what you need to do and providing a response in a timely manner.

You have managed to bring dignity back to the online hiring process.

I hope more companies are paying attention and you should offering lessons to the industry.

Because of the nature of how it came about, I cannot go online and sing your praises… but know I am singing them to myself and I wanted you to know.

Cheers, J

The article was noticed by social media company, Hootsuite.  They requested we develop a case study of our Talent Assessor program as a contribution to the open-source HR initiative (HROS.co and #HROS).  We obliged.

The full case study can be found here.

The results:

  • 100% job applicant response within 2.5 days
  • 25,000+ applications have been reviewed to date.
  • 60 hires have been made from this pool that might have gone previously un-reviewed.
  • More accurate candidate database and source of qualified applicants data

 

“The Talent Assessor program has helped to improve the overall candidate experience at CA Technologies, by ensuring that every candidate, qualified or not, receives a personalised response from a member of our team. We now have much more meaningful data to allow us to focus our marketing strategies in the most effective areas,” said Becca Sil.

“No one ever contacted me.”  That doesn’t happen here anymore.


Craig Fisher is Director of Talent Marketing at CA Technologies. He helps to amplify our…

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