Category Archives: Recruiting

Recruit Together, Succeed Together

Best Practices For Making Recruitment a Team Effort

One of the most overlooked aspects of the recruitment process is involving the team who will directly work with the new hire. Far too often, leaders make recruitment decisions without consulting the individuals who will be collaborating with the new team member on a daily basis. This lack of input can result in mismatched hires that struggle to integrate into the existing culture and dynamics, leading to poor performance, lower morale, and even high turnover.

Including team members in recruitment doesn’t just benefit the team’s cohesion and morale; it also provides insights into the practical compatibility of the candidate with the team’s workflow, dynamics, and values. Here are some best practices for making sure that team members are an integral part of the hiring process.

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American Express discovered that their hiring processes matter. Have you?

Gary Ryan explains how American Express recently changed its hiring processes for its Call Centre. They discovered that they hadn’t been treating their hiring processes with the respect they deserve.

Several years ago American Express re-evaluated its hiring processes for call centre staff. Why? Because they realised that their call centre staff were the front line contact for most of their customers. Therefore having people behaving like ‘robots’ was not going to create the high level of service that American Express both desired and advertised.

You can read an article that appeared on the HBR blog here, posted by Jim Bush,  the executive vice president of World Service at American Express.

Recruiting staff, and developing appropriate processes to ensure that you have the highest possible chance of recruiting the right people to represent your organisation is one of the seven critical elements for createing a high performing organistion as advocated by the OTM Service Strategy.

How are you ensuring that your recruitment processes are appropriate for ensuring that you have the right people representing your organistion?

Gary Ryan enables individuals, teams and organisations to matter.
Visit Gary at http://garyryans.com