I am Bill Malcolm. I am the director of talent acquisition with Wyndham Vacation Ownership, which is the largest timeshare company.
When I first arrived at the company in 2014 there was a process in place by design, that the company that the company had created. And it was to have candidates when they did apply, there would be a period of sourcing. And that sourcing would happen ever since the requisition was posted, all the way up to almost 19 days. So between that 11 to 19-day mark, by design, is when recruiters would first reach out to a candidate that had applied. So even if a candidate applied on day one, they may not be reached out to till about 19 days later, And again that was by design. And we wanted to change that we knew to change that and still have each of my 11 recruiters hire about 450 people a year. We definitely needed some efficiencies and how do we get more efficient? How do we shave that time off we definitely needed a piece of technology to play into that? So we looked at some digital interviewing and specifically the one that really helped us was Montage. We shaved that time down so now candidates are being reached out to within one to two days, which is definitely a better experience.
So probably our biggest result is turnover. So within the hospitality industry itself, turnover normally hovers over about 40%. Although we did our own internal study and people that we do invite to Montage to do an on-demand interview our turnover there is about 30%. Which is definitely a big improvement because like I said hospitality normally rages about 40%. We were about 43% a little above the average, but ever since instituting the technology we know that our turnover has gone down drastically. Those are 2016 numbers, and we quantified it as about $1.5 million in turnover money that we saved.
I'd say probably the biggest thing is our partnership with Montage is something that's real.
It became evident very quickly that the level of service that we receive with Montage is definitely, it can't be matched. At least with all the vendors that I'm exposed to in talent acquisition. I don't know of any other way of saying it but the technology it just works, which I know a lot of people are like, "Well what do you mean it just works"?
Humana introduced on-demand video and voice interviewing as a screening tool. Rather than schedule phone interviews with applicants who passed Humana’s initial screening questionnaire, candidates would automatically receive an invite to complete an on-demand video interview or voice interview. The recruiting team immediately saw increased efficiency – now, recruiters weren’t even touching candidates until they received the completed interview. However, this process also allowed recruiters to touch more candidates than before. And, with each candidate receiving the same initial touch point, Humana could share its messaging, employer branding and role within the community.
The team also found success when using Montage to address specific business challenges. When Humana needed to hire 700 telephonic nurses in 90 days, it turned to Montage to make it happen. The team designed a process that would allow recruiters, hiring managers and candidates – none of whom were in the same geographic location – to connect quickly. First, candidates completed an on-demand voice interview. Those who moved on to the next phase participated in a live video panel interview. At the end of a day of interviews, the Humana team met over live video to discuss the candidates, and then determine who they would hire. Offers were extended the next day. “From a candidate experience perspective, that’s a huge win,” said Stakelum. “I go through the process in a matter of days, I speak to everyone involved, I know the next day whether I have an offer or not, and I haven’t left my house.”
Humana introduced on-demand video and voice interviewing as a screening tool. Rather than schedule phone interviews with applicants who passed Humana’s initial screening questionnaire, candidates would automatically receive an invite to complete an on-demand video interview or voice interview. The recruiting team immediately saw increased efficiency – now, recruiters weren’t even touching candidates until they received the completed interview. However, this process also allowed recruiters to touch more candidates than before. And, with each candidate receiving the same initial touch point, Humana could share its messaging, employer branding and role within the community.
The team also found success when using Montage to address specific business challenges. When Humana needed to hire 700 telephonic nurses in 90 days, it turned to Montage to make it happen. The team designed a process that would allow recruiters, hiring managers and candidates – none of whom were in the same geographic location – to connect quickly. First, candidates completed an on-demand voice interview. Those who moved on to the next phase participated in a live video panel interview. At the end of a day of interviews, the Humana team met over
"From a candidate experience perspective, that’s a huge win...I go through the process in a matter of days, I speak to everyone involved, I know the next day whether I have an offer or not, and I haven’t left my house.”
Kevin Stakelum, Talent Acquisition Director for Humana
"Annually, we've estimated that our pre-screening process, including the Montage on-demand interview, saves the company $6 million a year,” said Stakelum. “It’s repeated, it continues to show itself year after year. And Montage is a key piece of that.”
This pre-screening process, which includes an electronic questionnaire and the on-demand video or voice interview, helped the recruiting team cut its initial candidate screening time from 90 minutes to 30 minutes. Candidate communication and transparency improved, and allowed the Humana brand to touch more candidates than before. Recruiters saw more viable candidates during a process that treated the candidates and their efforts with respect.
“Being able to quickly move more candidates through the first two stages has helped us to improve the candidate experience. We can then invest our time and attention in the later stages,” said Stakelum. “Without having the technology capabilities on the front end, we wouldn’t be able to make as much of an impact, including winning the Candidate Experience Award three times.”
