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How to Hire
the Best Staffing Agency
7 QUESTIONS TO ASK BEFORE HIRING
A STAFFING AGENCY
Research & publication by
7 Questions to ask before hiring a staffing agency
1. What expertise do you have with recruiting in my industry?
2. H
ow do you measure your client satisfaction and what is your most
recent satisfaction score?
3. What was your turnover rate for internal staff last year?
4. W
hat is your most recent satisfaction score for your permanent
and temporary placed talent?
5. W
hat current trends and recruiting issues should I be aware of?
6. D
o you expect your rates to be higher, lower, or about the same
as other agencies we may consider?
7. What are your expectations of me in this partnership?
S HA RE THIS GUID E
in
©2013 Inavero
3 million
TE MP ORARY E MP L OYE ES
G O T O W O R K E V E R Y D AY 1
In today’s uncertain and ever-changing business environment,
many companies find it is no longer a question of whether
35%
OF U.S . COMPANI ES
US E D A S TAFFI NG AGENCY
I N T H E PA S T 1 2 M O N T H S 2
or not to implement a flexible workforce strategy, but rather
which staffing agency or agencies are best to partner with
when building and executing that strategy.
Leveraging more than a million survey responses over the
last decade, Inavero has identified 7 questions to help hiring
managers, procurement professionals, and senior HR leaders
choose the best staffing agency for their needs.
©2013 Inavero
1
What expertise do you have
with recruiting in my industry?
Inavero research has shown that while an ability to effectively
match technical skills and culture fit are critical, it is the staffing
agency’s knowledge of your industry that is often most important.2
Does the agency attend your industry events?
Have they filled positions for your competitors?
If they aren’t one of the key contributors to your industry,
find an agency that is and partner with them instead.
©2013 Inavero
GOOD
A G ENCY F I T
=
SK ILLS AN D CULTUR E
+
IN DUS TRY K N O WLE D G E
2
How do you measure your client satisfaction
and what is your most recent satisfaction score?
One of the most reliable indicators of future performance
is past performance. Ask staffing agencies to provide
you with their most recent client satisfaction score and
how they compare to competitors. Don’t just accept 3
testimonials from the staffing agency—anyone can find
3 people that love them.
Inavero’s Best of Staffing™ list is the nation’s only award that
recognizes staffing agencies that receive remarkable reviews from
their clients. The 2013 Best of Staffing™ Client winners have all
achieved a minimum Net Promoter Score® of 55%, more than
double the industry average score (17%) for staffing agencies.2
©2013 Inavero
HOW D OES YOUR
CLIENT SATISFACTION
S CORE COMPARE T O
Y O U R C O MP ET I T O RS ?
3
What was your turnover rate
for internal staff last year?
Partner with an agency that has low turnover of their internal
staff so that you can build a long-lasting relationship. It’s
important that your account manager and recruiter know you,
your business, and your industry. This is tough to accomplish
if they leave the staffing agency. A recent Inavero and
CareerBuilder study found 32 percent of staffing agency clients
had a different contact this year compared to last year at their
primary staffing agency. The best agencies should have internal
turnover significantly less than the most recent industry
average of 21 percent.2
T HE
BES T
AGEN CIES
SHOU L D
HAVE
<21%
T U RNOV ER OF
INT ERNA L S TA FF
©2013 Inavero
4
What is your most recent satisfaction score
for your permanent and temporary placed talent?
A staffing agency with happy people working for them is
invaluable. Dissatisfied permanent and temporary employees
who are working for you are twice as likely to quit their job early.2
These types of avoidable disruptions are painful and costly for
you and your team. Gauge the satisfaction of permanent and
temporary employees currently working for a staffing agency
by viewing testimonials, reviews, and satisfaction scores.
DISSATISFIED EMPLOYEES ARE
The industry average Net Promoter Score for permanent and
temporary employees working for a staffing agency is 30%,2
but those who earned Inavero’s 2013 Best of Staffing™ award for
talent satisfaction achieved a minimum NPS of 50%, with average
scores that are more than double the industry benchmark.
®
©2013 Inavero
2X
LIKELY TO QUIT
T HE I R JO B E AR LY
5
What current trends and recruiting issues
should I be aware of?
Choose a staffing agency you trust as a strategic advisor for
your company. Your agency should provide you with useful and
enlightening information that makes you smarter, even before you
hire them. Did you learn anything new the first time you met with
them? If not, continue your search.
©2013 Inavero
6
Do you expect your rates to be higher,
lower, or about the same as other agencies
we may consider?
4 X M O RE
I N TR U E COST
Don’t just buy from the staffing agency with the lowest price
or markup. It’s important to make an informed decision based
on value, and not solely on cost. Inavero research shows that
if your organization makes a bad hiring decision it will cost
you up to 4 times more than if you had just hired a staffing
agency with expertise in filling the needed position.2
However, if an agency is higher in cost than their competitors,
they should be able to explain and illustrate why. Pay for
concrete value and true differentiation, not clever marketing
or a persuasive sales pitch. Choose a staffing agency that
provides you with permanent and temporary employees you
can’t necessarily access yourself and invests in training the
talent who will be working with you.
©2013 Inavero
COST OF
STAFFING
AGENCY
VS.
COST OF
BAD
HIRE
7
What are your expectations of me
in this partnership?
A high-performing relationship with a staffing agency won’t
happen without your investment of time and resources too.
Partner with a staffing agency that you trust enough to allow
them the access they need to learn about your business and
culture. The success of a partnership is rooted in valuing each
person involved—clients, job candidates, and the hired staffing
agency. With this commitment in place, hiring a staffing
agency and developing your flexible workforce strategy can be
a transformational component for your organization’s growth,
flexibility, and sustained success.
©2013 Inavero
What’s next?
Select a Staffing Agency.
Inavero’s Best of Staffing™ is the nation’s only award that
recognizes staffing agencies that receive remarkable reviews from
their clients. The list of agencies on the following page identifies
the best staffing agencies in North America.
MO R E T H A N
TRIP LE
THE INDUSTRY AV ERAGE
S TAFFIN G
IN D US T RY
BE ST O F STA F F I N G
AWA RD WI N N I N G
AGENCIES
AV E R A G E C L I E N T
S AT I S F A C T I O N S C O R E 2
©2013 Inavero
TM
L ESS THAN
1%
OF NOR TH
AMERICAN
AGENCIES
MADE
THIS LIST
201 3
OF STAFFING
AWARDING S TA F F I N G A G E N C I E S F O R T H E B E S T C L I E N T S E R V I C E
REVENUE $0-$99M
52 Limited
ABR Employment Services
Adams & Garth Staffing
Advanced Group
Allegiance Staffing
Apollo Staffing, Inc.
ASK Staffing, Inc.
Bolder Staffing, Inc.
Cardinal Staffing Services
Carlton Staffing
City Staffing
Comrise
CulverCareers
Delta Flex Travelers
Brand of The Delta Companies
Delta Healthcare Placement
Brand of The Delta Companies
Delta Locum Tenens
Brand of The Delta Companies
Digital Prospectors Corp
Donovan and Watkins
Brand of Willis Group
ettain group
Flexicrew Staffing
FutureStaff
GDH Consulting, Inc.
Glenmont Group, Inc
Health Providers Choice
Helpmates Financial Staffing
Helpmates Staffing Services
Hire Dynamics
Hiregy
Ideal Engineering Staffing Solutions
Brand of Joulé, Inc
Ideal Marine Staffing Solutions
Brand of Joulé, Inc
Infinity Consulting Solutions
Instant Technology
Insurance Recruiting Specialists
Insurance Relief
Brand of PrideStaff
JFC Staffing Companies
Joulé Clinical Staffing Solutions
Joulé Scientific Staffing Solutions
Joulé Staffing Solutions
JustinBradley
Kineticom, Inc.
LC Staffing
Lofton Energy Services
Brand of Lofton Staffing Services
Lofton Security Service
Brand of Lofton Staffing Services
Lofton Staffing Services
Magellan Group
Medix Staffing Solutions
Mee Derby
Monarch Staffing
Monroe Staffing Services
Portfolio Creative
PrideStaff
PrideStaff Financial
Priority Personnel, Inc.
Pro Resources
Professional Staffing Group
Proposal Development Consultants
Brand of BLR Holdings, Inc.
Provisional
PsychPros, Inc.
Reliance Staffing & Recruiting
Rx relief
Brand of PrideStaff
Seis-Stream Global
Brand of Willis Group
Smart Resources Inc.
S H A R E THIS GUID E
©2013 INAVERO
SPARKS
Staffing Alternatives
Stark
Stephen James Associates
SUPERIORHIRE
TERRA Staffing Group
The BOSS Group
Brand of BLR Holdings, Inc.
The Medicus Firm
The Plus Group, Inc.
The Squires Group
Top Gun Recruiting Partners
TopSource
TriCom Technical Services
Victory Marketing Agency
VonChurch
Wood Personnel Services
Hudson
Hudson Legal
Kimco Staffing Services
Labor Finders
Medical Doctor Associates
MedicalSolutions
Brand of EmployBridge
Mergis Group
Brand of Randstad US, Professionals
Nelson
Nesco Resource
Personnel One
Brand of EmployBridge
Randstad Finance & Accounting
Randstad Human Resources
Resource Accounting
Brand of EmployBridge
ResourceMFG
Brand of EmployBridge
REVENUE $100M+
@WORK Personnel Services
500 Staffing
Brand of The Ian Martin Group
Adams & Martin Group
Brand of Roth Staffing
Addison Group
Advantage Resourcing
Allines
Brand of EmployBridge
Analysts International Corporation (AIC)
Apex Systems, Inc.
CoWorx Staffing
CSI Healthcare IT
Brand of The CSI Companies
CSI Professional
Brand of The CSI Companies
Express Employment Professionals
Snelling
SOS Employment Group
Staffing Now
Brand of SNI Companies
StaffingSolutions
Brand of EmployBridge
Staffmark
Staffmark Professional Services
Staffmark Transportation
TEKsystems
The Ian Martin Group
TRC Staffing Services, Inc.
Ultimate Staffing Services
Brand of Roth Staffing
VisionIT
Weatherby Healthcare
Brand of CHG Healthcare Services Inc.
ZeroChaos
Inavero administers more staffing agency client and talent satisfaction surveys than any other
firm in the world. Inavero’s team reports on satisfaction surveys from more than 500,000
staffing agency clients and talent each year and the company serves as the American Staffing
Association’s exclusive research partner.
Inavero’s Best of Staffing™ is the nation’s only award that recognizes staffing agencies that
receive remarkable reviews from their clients and the people they help find jobs (employed
talent). The Best of Staffing winner lists are a central place that businesses and talent go
to find the best staffing agencies to call when they are in need.
For more information:
(800) 921-2640
[email protected]
www.inavero.com | www.bestofstaffing.com
S H AR E T H IS G UIDE
in
Those recognized on the 2013 Best of Staffing Client list earned the distinction based on the strength of more than 37,130survey responses. Participating staffing agencies were
required to survey all clients they had worked with during a recent consecutive 3 month period, using the Net Promoter® Score (NPS) methodology. Net Promoter Score is calculated
by taking the percentage of clients who rate their likelihood to recommend the staffing agency with a score of 9 or 10 (promoters) and subtracting the percentage who rate the
staffing agency a 6 or lower (detractors). A minimum response rate of 20% (with at least 15 responses), or 500 responses per brand were required to ensure the score’s validity.
Sources
1
American Staffing Association: Quarterly Trends in Temporary Help Services (http://www.americanstaffing.net/statistics/employmentdata.cfm)
2
Inavero and CareerBuilder Research: 2012 Opportunities in Staffing (http://opportunitiesinstaffing.com/)
Copyright ©2013 All Right Reserved. Best of Staffing & Inavero, Inc. ®Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.