One of the interesting advantages of the outsourcing industry is that it has enabled HR to identify and define what good service is (or in some cases, what it is not). There is a really quick read from ISG that will show you what most companies measure as part of their Recruiting Processing Outsourcing (RPO) deals. Even if you are considering RPO, this may be interesting to see if they are measuring the same things you do. Here is what ISG identifies as the scorecard:
- Speed/time (time to fill, time to submit, time to interview, time to offer, time to start, open requisition aging and other cycle time measures);
- Quality (turnover/retention, candidate quality slate, time to productivity, data accuracy and new hire performance);
- Cost reduction (agency fees and cost to source);
- Diversity (diversity slate, diversity pipeline);
- Compliance (with the Office of Federal Contract Compliance Programs and adherence to process);
- Effectiveness (source of hire, sourcing metrics, candidate acceptance ratio, recruiter efficiency ratio, interview-to-offer ratio);
- Satisfaction (manager satisfaction, candidate satisfaction, new hire satisfaction).
ISG also identifies one more metric that they think most are missing. Go to their article to find out what it is .