Allegis Global Solutions (AGS) Recruitment Process Outsourcing (RPO) account on client site, University of Maryland University College (UMUC), has been named the 2018 North America Recruitment Team of the Year by HRO Today. Through shared commitment to delivering exceptional service, UMUC and AGS partnered to implement a proactive and engaging Net Promoter Score (NPS) system with direct involvement from RPO account leadership and follow up as a key to the programme’s success.
The AGS team at UMUC utilises NPS methodology as much more than just a score – but as a meaningful opportunity to understand and systematically improve the hiring experience. Over the course of just two years, UMUC has effectively improved NPS scores from hiring managers and new hires by nearly 20 points. Benchmarks for the programme averaged between the 40s and 60s (Good to Excellent range), but as of Q1 of 2018, UMUC currently maintains average scores of 88 for hiring manager satisfaction and 74 for new hire satisfaction – or World Class ranked scores in the NPS system.
Any programme is only as strong as its commitment to follow up and support from organisational leaders. When UMUC receives any detractor or passive NPS response, one of three leads follows up directly with the hiring manager(s) to discuss what challenges came up during the recruitment process and to immediately take action to make improvements.
UMUC and AGS are committed to World Class recruitment, and together apply evidence-based, award-winning practice to improve the hiring experience.
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