Offshore Recruitment (offshore RPO) is a route that you have taken and a couple of months in the project, you are not yielding the expected results. Is the offshore recruitment engagement helping you get closer to positively impacting your bottom-line results? If not, What now?
Here are five factors that recruitment agencies can work on for the success of the offshore recruitment program.
The very first factor to review is expectations. Are the offshore RPO team aware of your expectations?
Expectations must include factors such as the scope of work, key performance indicators (KPIs), evaluation criteria, working methodology, modes of communication, etc. Have these been clearly outlined, documented, and communicated?
Problems mainly arise because of mismatch in the expectations. I can tell from experience, one of the significant concern occurs when the scope of work and goalposts are changed frequently, giving little time and notice for the offshore RPO team to learn (get trained), adapt and work on to deliver.
A situation like this creates several challenges right at the beginning, and the decision to work with the offshore recruitment partner starts feeling like a wrong one.
The best thing to do is go back to the drawing board, review every significant event (client/candidate feedback, errors, etc.) that transpired into the relationship within the respective timeline.
Start here – Did you conduct a process mapping or a gap analysis activity to decide on the functions (CV Sourcing, Database Regeneration, Compliance, Reference Chasing, Recruiting, Payroll, Accounting, etc.) to be outsourced to the offshore recruitment team?
2.EXPEDITOR AND KEY STAKEHOLDER INVOLVEMENT
Some key questions to ask.
- What expediting process do you currently have in place?
- Are Recruiters coordinating one on one at their convenience with the offshore recruitment team or have you nominated an expeditor that is solely responsible for liaison between the teams?
- What is the work allocation process?
- Have you defined the scope, process, and involvement of each stakeholder with the offshore recruitment team?
The offshore RPO program faces challenges for the reasons when teams coordinate the work arbitrarily without keeping the overall objective in mind. Having a Gatekeeper or an Expeditor at both the ends is one of the best solutions to avoid this trap.
The core objective must not be achieved both during and post-transition. Problems arise when work is allocated haphazardly without defining the process and parameters.
The offshore RPO Team Leader or an Expeditor is equally responsible for qualifying the allocated work. The offshore recruitment Supervisor must question in the case; there is a change in the scope of work, keeping the core objective as a focal point. Alignment of core objectives is paramount for the success of offshore recruitment program.
3.RECRUITING, TRAINING & DEVELOPMENT
Deploying an offshore RPO team is as good as appointing the onshore (inhouse) team. Ensuring the offshore recruitment team are trained and equipped to work on the respective functions is critical.
When reviewing the situation, also consider the following.
- Did you set the recruitment criteria for the offshore RPO team?
- What was the process to evaluate their English communication skills, both written and verbal?
- Were you a part of the decision-making process?
- Have the offshore recruitment team been trained as you would prepare the in-house team?
- Who trained them?
- What was the training duration?
- Was the current process that the offshore RPO team are working on the part of the training program?
- What was the evaluation criteria?
- What percentage of the group passed the evaluation?
- Was the feedback passed on to the offshore recruitment team?
- Was there a refresher training and a re-evaluation process?
When the offshore RPO team is left to fend themselves without adequate training, holes start appearing in the service, and overall quality of the delivery gets impacted.
The offshore recruitment team must get trained on your (recruitment agency’s) training covering processes and systems Irrespective of the experience level of the offshore team.
4.COMMUNICATION AND GOVERNANCE PROCESS
Establishing a clear-cut communication process is crucial for the success of every relationship, be it personal or business, especially in an offshore recruitment scenario where the team are not in the same office.
Many times, clients (recruitment agencies) leave the offshore team on their own without communicating for days and weeks. Imagine what happens when you conduct with this approach with your inhouse or onshore team?
Having worked with several recruitment agencies on offshore RPO projects, one common excuse for avoiding communicating with the offshore recruitment team is that the recruiters do not have time.
While time is critical in Recruitment, allocating dedicated time to the offshore recruitment team is vital if you want the team to not only feel like a part of your organisation but also deliver the same level of service as your onshore team.
Effective communication and governance happen when channels of communication are defined covering various factors, some mentioned below.
- Queries on day-to-day work: Respective recruiters, admin, etc.
- Queries on the scope of work: Expeditor
- Training & Development: Training Manager, Recruitment Director
- Concerns: Team Leader/Supervisors/Director
- Reviews: Key stakeholders
- Agreements/Contracts/Rate Revision: Director, FD, etc.
- Emergency contacts: Respective stakeholders depending on the situation
Offshore RPO team must feel their onshore counterparts are approachable. Given the cultural differences, there are times when the offshore recruitment team does not question or approach the onshore team, thinking they would get judged.
These aspects must be a part of the training calendar by the offshore RPO company and re-emphasised by the recruitment agency in their training.
Are communication and governance a part of your problem?
5.REWARDS, RECOGNITION AND MOTIVATION
The fundamentals of leading a phenomenally successful team are the same globally. People are motivated and driven by appreciation, bonuses, and recognition.
Diagnose the situation with some of the key questions below.
- Do you have a reward and recognition program in place for your offshore recruitment team?
- Are your key stakeholders recognising and appreciating them when due?
- Do the offshore recruitment team get credit for the excellent work they deliver?
- Does your offshore recruitment partner share the commission with your offshore recruitment team?
- Are your offshore recruitment team paid on time?
- Is your reward/commission plan better or at par with your competitors that work with the offshore recruitment partner?
- When and how do you recognise your offshore RPO team, i.e. on emails, video calls during a one-on-one, on social media, monthly town halls, etc.?
- Are your onshore/inhouse team treating the offshore recruitment team with respect?
- Are your offshore recruitment partner’s policies employee-friendly?
Problems also arise because of a lack of discipline in the offshore RPO team.
Reviewing these factors when remedying the situation helps.
- Attendance report
- In time/Out time report
- Break schedule and reports
- Weekly reviews and feedback (By the offshore RPO supervisor/Team Leader)
- Other challenges – personal or professional on the offshore recruitment team
- Are the offshore recruitment team managed and motivated by the offshore recruitment company?
- Are the offshore recruitment company dedicating enough attention towards your account?
Best offshore recruitment companies record this data and facilitate the clients at regular intervals depending on client requirement.
Monthly dashboard or summary document presented to the client (recruitment agency) must have this information from the offshore RPO company.
The ingredients of operating a successful offshore recruitment program as most like any businesses, i.e. branches or people are working from home. All need clarity, guidance, training, feedback, and motivation.
If your offshore RPO team are not yielding results as per your expectations, it is time to review the factors mentioned above.
Are you looking to work with an offshore recruitment partner or need help reviewing your current offshore recruitment process and systems? Let us connect!