REPUBLIC OF THE PHILIPPINES

RIZAL TECHNOLOGICAL UNIVERSITY

HUMAN RESOURCE DEVELOPMENT
MANAGEMENT

Enhancement of Recruitment Process and Strategy of Alorica

A CASE STUDY

HR 104 RECRUITMENT AND SELECTION

NAME

RICO, KRISHA MHAE

SAMANTE, MA. ALLEN

SAMONTE, FRANCINE LEIGH

SURA, ALAIZA

TULALIAN, ZABRINA

VICTORIA, ANDRIA

MS. SHAIRA MARIE P. RONA

Instructor

First Semester, AY 2022-2023

 THE PROBLEM AND ITS BACKGROUND

Introduction

Recruitment procedures have a crucial role in securing a healthy and attractive

recruitment system and retention, which when perfected, will ensure that a company’s

current and future employees are satisfied. Employee retention refers to an

organizational goal of ensuring that employee turnover is diminished (Isaeva 2021).

Therefore, enhancing the external recruitment procedures will help the company to

reach its goal in meeting the standard and effective hiring process. The positive results

of having an enhanced recruitment procedure will be evident if all staff/employees

involved are well informed and compliant. The adherence of the employees will be

ensured through the cooperation of Human Resources with the other Department

Heads.

Hiring fast is one of the 8 common recruiting challenges that affect the

recruitment procedure to have low qualifications standards when hiring (Bika 2022). In

this case, Alorica Company is facing this challenge because they are utilizing an

incorrect and ineffective way of hiring. The main problem is the management’s

timeframe and fast phase process of hiring. In effect, the hired applicants did not meet

the standard qualifications which leads to bad hiring and eventually, to employee

turnover due to work dissatisfaction. Hiring in a short period of time affects the

acquisition of qualified applicants but due to the lack of manpower, the company tends

to stick with hurried hiring to meet the target number of employees in the company. With
this cycle in the recruitment process, the possibility of having an increased attrition rate

in the company and complications in meeting the company goals might arise.

Background of the Study

Alorica is a leading provider of Business Process and Customer Satisfaction

Outsourcing solutions that span the entire customer lifecycle. They make lives better

one interaction at a time. From customer acquisition and sales, customer care and

support, to logistics and fulfillment, Alorica offers a seamless customer experience

across all service channels. The company has a 100,000-workforce strong and

dedicated to delivering insanely great customer experiences to people across the globe.

Over the years, they partner with the world’s largest and most respected brands

embracing every day and every challenge with passion, performance, and possibilities.

Yet, the problem lies in external recruitment, because every time they recruit, they don't

notice that they are getting piled up with work and applicants. It is easy to get in and be

hired at their company. The Interview and test application are easy, with friendly trainers

and supervisors, events but once you get inside the company, there is a pile of work

immediately waiting for them, all process that the employees perform takes too long,

pay is low, and no job security, toxic working environment and there is no proper

management within the organization so most of the employees there just resign.

The Institution

Alorica is the largest supplier of customer experiences to customers in North

America. As of the present time, the company is in 14 nations, 1300 places, and more
than 100,000 workers. They are serving more than 200 significant clients globally,

including the top 4 wireless service providers, the majority of Fortune 50 healthcare

businesses, six of the top ten banks, 5 of the biggest stores worldwide, 3 of the biggest

automakers in the world, and being listed as one of the Top 20 regulated utility

businesses include 10 of them. The biggest airline according to the Fortune 500. Alorica

is a top supplier of outsourcing solutions for business processes and customer

satisfaction that cover the complete client lifecycle. To improve lives one interaction at a

time is what they do, but that's simply a highly technical way of stating it.

The company employs 100,000 people worldwide and is committed to giving

customers everywhere in the world insanely fantastic customer experiences. They have

partnered with some of the biggest and most reputable brands in the world throughout

the years, tackling every issue with zeal, performance, and potential.

The Problem

The external recruitment process is one of the most important things that every

company needs, to be able to fill out the vacancies inside the organization. Since hiring

affects an organization's performance in significant ways, recruitment is critical to that

organization. Due to the long-term effects of choices, recruitment has a significant

strategic impact. This is particularly important today when organizations are seeing a

decrease in labor turnover because of severe unemployment issues. (Dany, Torchy

2017). Although Alorica is one of the known companies in the Philippines, there are

inconveniences in terms of their recruitment processes. The issue is that, to fill the

positions, they hire more people without first determining whether or not they are
qualified for the position. The external recruitment process is also known as the hiring

process outside of the organization. And in some cases, the company wants to hit its

goal without considering the proper skills or qualifications in the recruitment. The current

signs or symptoms that there is a low standard of qualifications in hiring in Alorica are

the following:

1. Fast-paced hiring process of Alorica

One of the main duties of the HR division is recruitment. One of the main areas

of concentration for HR is to attract, select, and onboard qualified people for the

firm. While HR works in many areas, including employee engagement, employee

development, statutory compliance, data management, and many more

(empxtrack.com). However, the HR recruiter in Alorica just focuses on urgent

hiring and doesn't have a systematic process of considering the qualifications

inside the company. Alorica has a fast-paced hiring procedure; the company has

no systematic plan for the recruitment process and is only interested in

employing new people, regardless of what is occurring with the existing

workforce. Even though Alorica conducts quick hiring and interviews for job

candidates, there are some instances, according to the applicants, where

candidates are unable to determine whether their application status went well or

poorly after the interview because interviewers lack a structured procedure or fail

to inform candidates of the next steps. They continually hire new agents while

undervaluing the contributions of previous employees by denying them the

chance to reprofile.

2. High Employee Attrition Rate

 Alorica is doing urgent work because of this problem. One of the probable

causes of this problem is, according to (Jackson Ms 2020) the said company job

isn't bad, but the management is poor and horrible, from the supervisors up to

the central boss. There is a very high turnover rate; people quit before 3 months

of employment. Benefits are the worst ever offered; holidays are not paid. But

Alorica is not aware of the reasons why many employees from their company. A

corporation needs workers to carry out its obligations and perform its

responsibilities; workers who are competent in their specialized tasks and

efficiently contribute to the smooth operation of an organization. Alorica is a well-

known company both domestically and abroad. The corporation was giving

employees multiple responsibilities and overtime, but employees did not receive

any compensation that was commensurate with their laborious efforts, according

to the other employees. They don't take into account or guarantee the safety of

the workers in the workplace.

3. Lack of quality manpower

Alorica Company lacks leadership management assistance, which makes it

difficult for employees, especially supervisors, to handle and resolve problems

involving customer relations and communications. Because the above mentioned

firm did not provide the necessary training for its personnel, customer

entertainment and communication flowed in an unstructured and unprofessional

manner. Lack of coaching sessions within the company is one issue that makes

dealing with clients challenging and leads to misconceptions that is another

reason for the lack of manpower.

 The workforce manager supervises the work inside the company. Although

Alorica is a well-known company, in continuation with the issue above in Alorica,

they seem to be. They intend to hire more people to be able to address the

issues inside the organization.

Low standards and qualifications occur when there is a lack of employees, and

you need to fill up the vacancies to flow the company smoothly and productively.

Table 1

The Cause and Effect

CAUSE EFFECT COST

Hurried hiring of new Significant employee High standard

employees to meet the qualifications are qualifications are sacrificed
target of the company overlooked. resulting in inefficient work
performance of employees.

Increased attrition rate Increases company Due to a high turnover

expenses on training. rate, the cost of training
invested to the employees
are not put in great use to
the company.

Lack of manpower support Lack of productivity. Lack of productivity due to

a lack of manpower
negatively affects the
company’s flow of
operations and the quality
of services provided.
 Table 1 shows the cause and effect of the problem. The first problem mentioned

is the Hurried hiring of new employees to meet the target of the company. As the

company keeps on eyeing its target to hire as many employees as possible, the

standard qualifications are being overlooked. The second problem is the Increased

attrition rate. Providing training to several turnover employees requires a huge amount

of expense. Lastly, the third problem is Lack of manpower support. It has negative

effects on company operations and service provisions.

CHAPTER II

REVIEW OF RELATED LITERATURE AND STUDIES

This chapter presents the relevant literature and studies that the researcher

considered in strengthening the claim and importance of this case study.

Recruitment of Quality Candidates

This summary of literature taken from available sources presented by local and

foreign authors contributed to enriching the background of the study.

Recruiting is a key area that business owners tend to overlook as critical to the

success of the business. A key reason employers should invest more time and energy

into developing an effective recruiting process is that it will save the employer more time

and money in the long run. When it comes to recruiting, a little bit of proactiveness at

the start can go a long way. Yet, many employers are facing challenges in the recruiting
realm. In fact, 42% of small businesses list hiring new employees as their biggest

challenge. (Source: Score 2015).

Recruiting new employees requires an expenditure of company resources,

money to run job ads, time to interview candidates, etc. According to Monster, $1,872 is

spent on average by small businesses to hire someone new. But finding people to fill

vacant roles is only half of the battle – the more important half of the battle is finding

quality candidates that are a good fit for the role. After an employee is hired, even more

resources go towards onboarding and training that employee, and if that employee was

not ultimately a good fit for the role, all those resources went to waste. This is a

widespread problem – one survey of 20,000 new employees over a three-year period

found that 46% of new hires failed within 18 months.

The negative effects of a bad hire spill over to many aspects of the organization,

and often prove to be extremely costly. Of course, there are the costs incurred in the

recruiting and onboarding process, and the cost of the bad hire’s salary and potential

severance pay if they are terminated. Beyond the time and expense of a “bad” hire,

poor hiring decisions can affect the overall morale of the team. A study released by

global staffing firm Robert Half revealed that 95% of respondents said a poor hiring

decision at least somewhat impacts the morale of the team and 35% said that morale is

greatly affected. Often bad hires result in a loss of productivity, and the business

suffers. A poor recruiting process also poses a significant legal risk to employers. There

are plenty of touchpoints in the recruiting process where a spurned applicant could

claim that the hiring practices are discriminatory. We can conclude that poor hiring

practices and procedures can end up being extremely costly for employers.
 Employers can combat this waste and compliance risk by being more proactive

and dedicated to finding quality candidates from the outset. They should adopt a “quality

over quantity” mindset when it comes to job applicants. Instead of casting a wide net

and trying to get as many people to apply for a position as possible, employers should

be taking steps to increase the likelihood of attracting quality applicants that are the best

fit for the role.

This can be a challenge as recruiting continues to evolve. With the advent of

online job boards and application systems, the process of applying for jobs has become

a lot easier. In previous times, there was more effort required on the part of the

applicant, Now, however, some job applications can be filled out and submitted with the

simple click of a button. (Tom Disilva,2018)

13 Ways Measuring Quality of Hire

This article’s exclusive focus is on outlining and describing the several

advantages of measuring the quality of hire. Measuring the quality of hire is the most

strategic action you can take in corporate recruiting, which, by the way, if you don’t

know, is a dual measure of both the on-the-job performance and the retention rate of

new hires, as you’ll see after reading the lengthy list of advantages.

1. Boosts the overall productivity of the team

The “on-the-job performance” of new recruits is the main factor in determining the

quality of hire metric, as was previously indicated. Therefore, each new recruit will
perform a specific percentage better as a result of leveraging the quality of hire data to

enhance the hiring process.

2. Increases revenue generation

Improving the quality of hires in positions that immediately raise revenue makes it

logical because most organizations have increased revenue as their top priority.

Because they directly and measurably raise corporate revenue, these positions are

referred to as revenue-generating jobs (together with those in sales, collections, and

investments). Reducing the “time to fill” and the number of open positions in these

positions can help boost revenue because it is evident that no money can be made

every day that a post is unfilled.

3. Improves your candidate selection criteria

A significant number of underperformers will be hired if improper selection criteria

are used. You may therefore identify which selection criteria accurately predict on-the-

job performance by contrasting the selection characteristics that top-performing hires

possess with those that average or below-average hires lack (e.g., education level,

years of experience, talents, etc.). Using data on the quality of hire, recruiters can

validate and then fine-tune those selection criteria, persuading hiring managers to

delete the extra requirements or irrelevant criteria that they frequently impose. The

performance of your hires will eventually improve even more if you refine the selection

criteria and then select people with a more suitable skill set.

4. Allows you to pinpoint your best sources of hire

 You can go back and determine which specific new hires produced the most

high-quality hires and the most low-quality hires after you know which specific new

employees are the top and poor performers. Those sources can be narrowed down,

enabling recruiters to concentrate on the most qualified candidates. Of course, greater

reliance on the most efficient sources will directly improve the performance of your new

workers while they are working for you.

5. Reduces the number of “hiring failures”

Hiring managers to despise it when even one of their new hires fails because they

generate absolute chaos on the team. The good news is that very few new hires end up

being “hiring failures” who must be fired. Furthermore, since the quality of hire data also

includes weak performers, you can utilize it to pinpoint the characteristics of applicants

that can indicate new hire failure.

6. Improves offer acceptance rates

Quality of hire data identifies who are your top performers among new hires, giving

recruiters the chance to survey these top performers to determine their specific “job

acceptance criteria”. Once you know what factors cause a top performer to accept or

reject an offer, you can then refine your offer process to ensure that it covers each of

those factors. Your ability to hire more of your “first choice prospects” will boost your

total productivity over time if your offer acceptance rate is higher.

7. Increases your competitiveness in the talent marketplace

 The efficiency of your hiring procedure will increase over time with the utilization of

quality of hire data. Additionally, you are fully aware of the selection criteria that

determine success. Everyone will treat recruits who meet these qualifications better as

a result, giving them more confidence and preventing them from quitting the application

process too soon. Additionally, your company will triumph in more “head-to-head”

recruiting contests against your rivals because of this process improvement. And that

will increase your total hiring quality and please the hiring supervisors. It seems to

reason that as you increase the number of top performers you hire; they will operate as

a “magnet” to draw in more top performers.

8. Give you the ability to hire faster

Once you realize which new hires excel at overall performance, you may then

take a look at their hiring report to decide the common range of days it took to lease

them. If you discover an inverse correlation, you may use those statistics to persuade

hiring managers and recruiting leaders that making rapid hiring decisions (inside 10

days) is critical in case you assume to hire “in-demand” applicants.

9. Increases salary savings

It's far pretty feasible that individual recruiters are getting you excessive-

appearing hires, however, they’re doing it through imparting unnecessarily excessive

compensation packages. Once you realize who the top performers are, you may decide

if there's a correlation between excessive initial compensation and on-the-activity overall

performance. If you discover that a few mediocre performers are receiving excessive

pay, recruiting leaders can work with the recruiters and compensate professionals to be
more accurate as it should be decided which applicants will probably genuinely earn

their multiplied compensation. By interviewing a sample of the top performers, recruiting

can discover if, in fact, the compensation changed into the main part of the decision to

say yes. Taken collectively this will bring about a decrease in ordinary compensation

fees while preserving equal quality throughout all the jobs.

10. Helps you perceive weak hiring managers

Research demonstrates that the hiring evaluation accuracy of hiring managers

varies between 80% and 20%. So, if a supervisor has sufficient hires, quality of hire

data can be used to decide if an individual manager is performing at the decreased end

of this range. Recruiters can work with and teach the negative appearing hiring

managers to enhance their hiring approach. Identifying the mistakes made by many

one-of-a-kind hiring managers may also bring about the identity of pointers and troubles

that may be implemented in the training of all new hiring managers. And over time,

solving this susceptible hiring manager may also bring about better appearing hires

throughout the organization.

11. Helps you to be effective without any difficulty on applicants with

extraordinarily appropriate developments like leadership or innovation

Many agencies are short on leaders or innovators, in order that they encompass

the fact that a new hire is presently appearing as a leader or innovator as one in all of

their quality of hire measures. In those cases, quality of hire data can be used to decide

what factors at some point in the screening technique imply that a candidate is a leader

or innovator or capable leader or innovator. If you still track these hires over time, you
may use the preliminary quality of hire data as it should be expecting the “trajectory” or

the future growth of a newly employed leader/innovator. Obviously, refining your

screening technique process to higher perceive and hire better performing hires may

have a dramatic effect on enterprise and team overall performance.

12. Improves the overall performance of those who suffering new hires

Lots of agencies need to look ahead for the completion of the entirety for a

proper overall performance appraisal to identify new hires who may be having difficulty.

However, in case you acquire on-the-job overall performance data early sufficient as a

part of your quality of hire program the manager can use that data for the early

identification of suffering new hires that want help. The non-stop use of overall

performance facts also can inform the manager if the training or coaching that changed

furnished had a tremendous effect.

13. Reduces new hire turnover

Managers dislike making an investment in coaching, training, and improvement

time for new hires, best to see them go away in advance. Because one of the primary

measures of quality of hire is the retention charge of recent hires, there's an integrated

remarks loop that notifies recruiters while a current new hire in advance quits. That alert

lets the recruiter of the new hire use exit interview statistics to determine why the worker

quit. If any of the “motives for leaving” factors relate to matters that may be assessed at

some point in the hiring technique, (just like the recruiter oversold and exaggerated the

job) the screening process can be refined. And over time, the range of early turnovers

could be reduced.
 Improving the Efficiency of the Recruitment Process

The recruitment process is a key area that business owners tend to look over as

critical to the success of the business (Tom Disilva, 2018). It is estimated that on

average, it takes 36 days to fill a given position and costs $4,425 and most

organizations do not have that kind of time or money to dedicate to hiring new

employees, which makes improving the efficiency and effectiveness of your recruitment

process all the more vital (BuiltIn, Kate Heinz 2022). The key to achieving enhanced

recruiting efforts is through the following methods:

1. Utilize an ATS

An ATS (Applicant Tracking System) enables recruiters to track applicants over

the course of the entire recruitment process – from application to offer letters – and

automate communications so elite candidates don’t fall through the cracks.

An ATS can help in identifying where the majority of the qualified applicants are

coming from, be it in the company’s careers page, social media, or job boards. This

data helps recruiters determine which avenues are most successful and worthy of

additional resources, and which they can pull back on.

2. Only include Must-Haves in your job description

Studies show that women are less likely to apply to jobs where they don’t meet

100% of the criteria, while men will apply to jobs for which they meet 60% of the

requirements. Including unnecessary details – such as certifications you’re willing to

train for or secondary responsibilities – will drastically narrow your talent pool.
 As a result, you would need to extend your candidate search, which would cost

you more time and money. A small talent pool will also make it difficult for you to

assemble a diversified workforce that represents your community and your target

market. To attract more qualified candidates, tighten up your job descriptions.

3. Prioritize candidate communication

Leaving interested prospects hanging will turn them off your company and toward

another. Throughout the entire process, stay in touch with applicants, even if it's only to

check in and say, "Hey, no news yet!” Elite applicants are probably receiving many

offers or at the very least are on the radar of other companies. They won't wait around if

they haven't heard from you in a while or don't know when they may expect to hear from

you. Keep candidates at the top of your mind and in their inbox to keep them as a viable

alternative and avoid having to restart your search.

4. Lean on your current employees

When it comes to filling open roles, turn to your existing team members to boost

your recruitment efforts without racking up costs. Use these three tactics to engage your

current workforce in your recruitment strategy:

- Look for inside hires.

- Create a referral program.

- Leverage your employees as recruiters.

5. Meet elite candidates where they are

It will be simpler to contact prospective applicants sooner if you pursue channels

you are aware are filled with professionals in your sector. Prior to commencing your
recruitment campaign, it's important to identify where these passive job seekers are.

The quality of your applicants will increase and the amount of labor necessary to

employ them will decrease if you concentrate on the correct sourcing tools rather than

trying them all.

6. Streamline your interview process

Most likely, you’ll want the employees who will be working closely with a potential

candidate to conduct an interview or two. Employees should be familiar with legal

stipulations and ethical interview guidelines, in addition to understanding the best

practices for assessing qualifications. Create a standardized candidate evaluation

template and tailor it to each role you’re hiring for. Craft questions that get at the

qualities they describe. Before you begin your search, talk with hiring managers to build

out the candidate persona — what are the responsibilities assigned to the role and who

do they want in the position? This approach ensures you’re consistently asking

interviewees the right questions.

With this and interviewer training, you may speed up the hiring process, limit lost

productivity among staff members as a result of protracted interviews and make it

simpler to identify qualified job prospects.

7. Build out your talent pipeline

Continually sourcing candidates for roles before they become vacant will greatly

reduce your time-to-hire. Building a talent pipeline — especially for roles with historically

high turnover — will enable you to engage prospective candidates early. A talent

pipeline is a pool of candidates who are ready to fill a position.

 Join a professional forum online to meet passive applicants. The improvement of

your hiring process depends heavily on passive job seekers, particularly in today's

candidate-driven market.

8. Showcase your culture

Company culture is the personality of every organization and a key aspect to

highlight early in the recruitment marketing process. (According to Kate Heinz) 46% of

job seekers say company culture is very important when choosing to apply to a

company. People care about where they work and what they do and emphasizing your

company culture shows job seekers that you’re building a business and a community.

Sharing and incorporating details about your company culture helps prospective

employees understand what it’s like to work at your company, which makes it easier for

them to accept an offer.

9. Enhance your employer brand strategy

Employer brand is the organization’s reputation as an employer; it’s what job

seekers and the public think of your brand. While you can’t control people’s perceptions,

you can help influence their opinions of your company. The first step that you need to

do is to craft an employee value proposition, which will help you effectively pitch your

open roles and company to prospective candidates.

It is needed that existing public-facing content is always updated and create new

promotional materials that help showcase your new and improved employer brand. This

is among the first things job seekers come across when considering your company, so

make sure to accurately represent your organization and make it stand out among
others. A positive and impactful employer brand can help you drive more inbound tech

candidates and impress candidates who are already in your talent pipeline.

10. Attend (and host) industry events

It is needed that you take your talent search on the road to meet elite candidates

in your markets. Industry events are a great way to connect with prospective

employees, also it will give you the opportunity to network with other like-minded

organizations and form relationships that can lead to lasting partnerships. It will also

allow you to partially skip the first step of your candidate search by providing insights

into the individual’s personality, values, and long-term career objectives through face-to-

face conversations. Furthermore, meeting potential candidates in person is more

effective than reviewing resumes.

Employee Value Proposition: To Survive the Great Resignation

Workers are quitting in record number this year and it’s causing an already

challenging post-pandemic season to be almost unmanageable for HR. It’s not only

about hiring new talent – which is already difficult in this talent market – it’s about

keeping the talent you have already (Linda Le Phan, 2021).

A Microsoft study from earlier this year found that 41% of the global workforce

are considering leaving their employer this year, and those intentions are becoming a

reality already.

The number of workers who quit their jobs in the month of April alone was the

highest it’s ever been since this metric started being recorded about 20 years ago;
nearly 4 million people quit, pushing the quits rate to 2.7% of those employed (The New

York Times, Sydney Ember 2021).

Hence the Terminology: The Great Resignation, coined and foretold by a Texas

A&M professor in May 2021.

Furthermore, according to Le Phan, 2021, changing the old ways of thinking

“your biggest obstacle is not a shortage of talent, but a widespread shift in job

candidates’ motivations”, is the first step employers can do to have control in this

massive talent migration. Companies need to evolve their employer brand through

utilizing new Employee Value Proposition or EVP.

The concept of a “talent shortage” has largely gotten the blame even before the

pandemic for why it is so difficult to hire skilled worker (Workforce.com, Sarah Fister

Gale 2019). Which is proven by a recent global study that nearly seven in 10 (69%) of

companies reported talent shortages and difficulty hiring. But that’s not the full picture. It

is true that there is some level of talent shortage, but candidates have also evolved in

what they expect from a job. Many don’t want to simply “go back to normal” and have

decided they’d rather pursue something else. This implies that companies hiring in this

labor market are not just competing against each other, they are also competing against

early retirement, the gig economy, self-run businesses, unemployment benefits, a

search for a new environment, and prioritization of a flexible schedule to be with loved

once (Linda Le Phan, 2021).

Directly addressing the candidates’ motivations is one factor that can attract them

to join your company. People’s references with regard of choosing the company to work
in, is more based on the life they are trying to make for themselves. With this

information, companies can evolve their employer brand through creating an Employee

Value Proposition that considers the new factors that influences the applicants’ decision

making and attract them to apply in their company. The following are some examples of

employee value proposition that can help companies in evolving their employer brand

and become attractive to today’s talent:

1. Offer true work flexibility in terms of Location and Schedule

This kind of setup gives employees the autonomy and freedom they want and

need in their day-to-day lives, while also being able to do work that feels purposeful.

This is the ultimate dream of most employees the opportunity to work anywhere they

want and whenever they want, doing work that offers fulfillment and growth in their lives.

This is part of the employee value proposition to companies who are already or have

shifted to remote-first.

However, for a company that has a great number of employers, this isn’t a

desirable or feasible option. If your company is decidedly not going to go fully remote,

there are some way ways to get as close to that level of flexibility as possible. This will

make a world of difference in helping you attract and keep the talent you need.

 Offer employees the option to work from home at least a few days of the week

 Let employees choose what days of the week they’d work remotely vs. in the

office

 Allow employees to shift their daily work hours around to when they prefer

(starting and ending early)

 2. Have a mission that goes beyond the work

In these recent years of social and political unrest mostly younger workers have

always paid attention to what a company stands for as they look for a job. These

candidates are striving for, is to find work that means something and stands for

something. This means they are looking for company values that go beyond making a

profit.

These could include:

Backing BLM/LGBTQ movements

 establishing environmental equity

 building up societies

 supporting mental health and wellness

Candidates today are driven towards employers who have a clearly defined vision and

values that are lived and felt among current team members. You need also to talk to

your current employees and do some internal introspection and brainstorming as a team

as to how the work that you do helps make the world better.

Aside from your actual day-to-day work, you could also introduce:

 paid volunteer days

 charitable donations and company matching

 team fundraising events

3. Foster genuine employee connections

Making time for employee connection in these ways is huge for building morale,

and people have something exciting to look forward to doing together. It’s one of the
most powerful employee value propositions that can help to build a strong relationship,

enhance the productivity of the employee, and create a meaningful and enjoyable

environment along the operation that will help to motivate and boost the capability of the

employee.

4. Offer programs to support work-life integration

Helping employees create a fluid and healthy environment where both their

personal life and work life can co-exist and not constantly compete for their attention. It

also means addressing the additional financial burden many employees are taking on

due to working from their own homes, such as caregiving costs, internet bills, and

paying for technology to help their time management. This is a new way, to support your

employees’ work-life integration. It will be a huge differentiator for retaining and

attracting talent today.

KNOW WHO YOU’RE LOOKING FOR WITH A CANIDATE PERSONA

Finding the right candidate takes a lot more than posting a job description and

waiting for someone to apply… unless you’re willing to wait weeks or months for the

ideal candidate to land in your inbox, that is. (Bailey Reiners, 2019).

Instead of focusing your candidate search on gut feelings and assumptions,

optimize your time, money and recruiting efforts around targeting the ideal candidate

based on facts and research with a candidate persona. (Bailey Reiners, 2019).

But what is a candidate persona and its importance to the recruitment team?
 A candidate persona is a fictional profile of an ideal candidate for a specific role

that is both detailed and data driven. Creating a candidate persona involves a process

of thorough research and first-hand interviews to determine the most important

characteristics a candidate must possess in order to be successful in the role and

become an asset to their team. Characteristics that help define a candidate persona

include work experience, education, geographical location, specific skill sets,

communication style, preferred work environment, professional goals and motivations,

and personal online preference. This may seem a lot of information to gather and

organize, however, putting the effort up front will drastically help your recruitment efforts

in the long run. (Bailey Reiners, 2019).

Also, according to Ms. Bailey Reiners, creating candidate personas for each

open role helps companies understand exactly what they’re looking for in a

candidate before the recruitment process begins. And she gave a few key areas that

benefit from creating specific candidate personas which are:

1. Tailor Job Description

It is vital to create job descriptions that accurately reflect the type of

candidates you want for your organization.

Candidates can then decide whether or not they believe they are a match for

the post before applying by better understanding what the organization is looking for

in a candidate.

As a result, more qualified people will apply for a position, saving you time

from having to read through as many unqualified ones.

2. Optimize Sourcing & Recruitment Marketing

You ought to know where if you know who. You will have more insight into

where to source them if you know who you are targeting.

For instance, to reach a more specific audience, you might publish your job

description on Android Jobs if you're searching for a senior Android Engineer who

can work remotely. However, using Facebook's focused ads will increase your

chances of finding a social media strategist.

Candidate personas will also aid your recruitment marketing strategy since

they will enable your team to more accurately estimate the type of material that will

appeal to particular potential candidates.

3. Integrate Diversity initiatives

Creating applicant profiles that enable you actively seek people that will bring

new ideas, experiences, and personalities to your team is a terrific way to implement

diversity hiring objectives at your firm.

Your staff will be more engaged with their work, more productive, and more

innovative as a result of this, which will support their attempts to create a more

diverse and inclusive workplace.

4. Improve Recruitment Metrics

The candidate persona will follow you throughout your recruitment process,

and if done well, you will reap the benefits in time, money and resources. Nearly
every significant recruitment metric will benefit from taking the time to create

thorough candidate personas.

 Application Completion Rate. Your candidate person will help determine the

best platform and process to optimize application completion rate. For

example, if you're targeting commuters or millennials, make sure your

application is brief and mobile friendly.

 Time To Hire. Once you’ve really nailed the candidate persona and you know

exactly who and where the right candidates are, time to hire will decrease

drastically because you won’t be wasting time on candidates or platforms that

aren’t quite right.

 Cost Per Hire. Many factors contribute to your cost per hire, so when other

aspects of your recruitment process are sped up and optimized, naturally,

your cost per hire will also improve.

 Offer Acceptance Rate. Because you have established a clear outline of the

ideal candidate, and that information is reflected in your job description and

recruitment marketing materials, when the right candidate comes along,

neither you nor the candidate will even consider rejecting an offer.

 Quality Of Hire. Candidates don’t want to waste time applying for a job they’re

not actually interested in just as much as you don’t want to waste time

reviewing the applications of unqualified or uninterested candidates.

Candidate personas will ensure that every aspect of your recruitment process

clearly communicates what you’re looking for, thus yielding top candidates

right for the role.

  Employee Retention Rate. An elevated quality of hire will lead to an elevated

retention rate. Candidates know what to expect from their role because

you’ve made that clear throughout the recruitment process and therefore are

more likely to stay at the company longer.

PRESENTATION, ANALYSIS, AND INTERPRETATION OF DATA

This chapter presents the time context, the point of view, the problem

statement, objectives, areas of consideration, alternative courses of action, and the

cost-benefit analysis of the alternative courses of action.

Point of View

The Recruitment and Selection (HR) Department has full authority with the

assessment and evaluation of strict compliance with the enhanced recruitment process

and strategy. The HR Department is accountable for identifying and understanding the

gaps in the current hiring process in line with their standard operating procedures.

Statement of the Problem

What recruitment strategy should Alorica implement to make their recruitment

process and strategy more efficient to ensure that the hired applicants meet the

standard qualification and avoid high employee attrition rate within the company?

Objectives
The following are the objectives of this propose research:

1. To come up with appropriate standard operating procedures and policies that

will standardize the whole hiring process.

2. To explore strategic solutions for the enhancement of the recruitment process

structure and increase its efficiency in terms of detailed timeframe, acquiring

quality hires, and improvements in employees’ work experience in the company.

Areas of Consideration

There are two areas to be considered in planning the action plan, the internal

and external factors. For the internal factors, strengths and weaknesses of each factor

will be identified. On the below table, each factor will be explained why it became the

strength or weakness of the organization. For the external factors, opportunities and

threats of each factor will be identified. On the following table, each factor will be

explained why it became the opportunity or threat of the organization.

A. Internal Factors

These are the factors inside the organization that can affect the decision making

of the organization. Internal factors consist of: Operations/Management, Human

Resources/Finance, Facilities and Marketing.

Table 2

Internal Factors
 Factors Strengths Weaknesses

Management ● Full management

● Varying priorities
support

Operations ● Unstructured
processes

Human
● Fully committed team
Resources members

Finance ● Well-financed
company

Facilities ● Technologically
advanced

● Actively participating
Marketing in job fairs in
partnership with
government
agencies

B. External Factors

These are the factors that an organization cannot control and/or factors outside

the organization that can affect the decision making of the organization. External factors

consist of Pool of Talents and Government Laws and Policies.

Table 3

External Factors

Factors Opportunities Threats

Pool of Talents
● Wide pool of
talents with
 variety of
applicants
can
compromise
the
timeframe
and hiring
process
● New policies and
Government Laws
regulations of the
and Policies incoming new
administration

ALTERNATIVE COURSES OF ACTION

ACA #1: Create a Candidate Persona: a standardized candidate evaluation

template tailored for every role that is up for hiring to ensure quality hires.

Advantage:

1. It will help the potential candidates better understand what your company is

looking for to fill the vacant position you are open to hiring. This will allow them to

determine whether or not they see themselves as a match for the role before

applying. In turn, it will ensure that more qualified candidates apply for a role,

saving you time by reviewing fewer unqualified applications.

2. This will give your recruiting team a better understanding of who your target job

candidates are, and eventually, it will give them better insight into where you can

source them.

3. Building a candidate persona that will target candidates who will bring fresh

ideas, experiences, and personalities to your team is a great way to implement

diversity hiring initiatives. With this, it will help your team in their efforts to build a
 more diverse and inclusive work environment, and in return, your team will be

more engaged with their work as well as more productive and innovative.

4. It will help you recruit people that fit your company’s culture and reduce the

possibility of them leaving your company because they are not a good fit.

5. It will fasten your time-to-hire and time-to-fill, in effect, it will also lower your cost-

to-hire.

Disadvantage:

1. It is time-consuming for it involves a process of thorough research and first-hand

interviews to determine the most important characteristics a candidate must

possess in order to be successful in the role and become an asset to their team.

2. There's a big possibility that employees will have a hard time coping with the

continuous changes needed to apply the template to consistently keep it up to

date.

3. It has a lot of information to gather and organize and can put your recruiting team

into pressure for in needs to be accurate and detailed.

ACA #2: Develop an accurate and impactful Employee Value Proposition (EVP)

and promote it through the right channels to enhance employer brand strategy.

Advantages:

1. By developing an accurate EVP, the company will be able to ensure its

credibility which is a significant factor in building a decent reputation in order to

attract prospective talents.

 2. An impactful EVP makes the company more outstanding. By showing job

seekers specific qualifications for the job, how it will be valued, and how it is

positively different from other companies, it is more likely that talents who are in

line with the qualifications will put the company as one of their top choices for

employment.

3. By promoting the accomplished EVP through the right channels, more qualified

candidates will be able to reach it out. Making sure that it is presented in a way

that is appealing and credible will make a good impression to the target job

seekers.

Disadvantages:

1. It will take a while for an EVP to take effect throughout the industry because its

credibility will only be proven accurate over time as more and more people

become living proof of it.

2. An EVP should also be accurate as much as it needs to be appealing. That

means improving the overall operations of the company so that the EVP will be

exactly as it is, maintaining the company’s reputation. Time, effort, and cost will

be necessary in order to make those significant improvements.

3. Marketing the company to potential talents requires an EVP that is constantly

adapting to the offers of competitors. An EVP needs minimal changes from time

to time in order to adapt to the current situation in the industry. It requires

thorough research, studies, analysis, and interpretation of data gathered from

various brand strategies of surrounding companies. It means more work for the

company, but still for the greater good.

 DECISION MATRIX

To be able to choose wisely between the two (2) Alternative Courses of Action
(ACA). A Decision Matrix was used in order to compare the two (2) mentioned
Alternative Courses of action (ACA) above.

Decision Matrix

ACA #1: Create a Candidate Persona: a standardized candidate evaluation

template tailored for every role that is up for hiring to ensure quality hires.

ACA #2: Develop an accurate and impactful Employee Value Proposition (EVP)
and promote it through the right channels to enhance employer brand strategy.

CRITERIA ACA#1 ACA#2

Efficiency 5 4
Productivity 5 5
Cost Effectiveness 5 5
Company’s Brand Image 5 5
Total Rating 20 19

Legend:

5- Most Favorable

4- More Favorable

3- Favorable

2- Less Favorable

1-Least Favorable
 Efficiency

In terms of efficiency, ACA#1 received a higher rating than ACA#2. Though

ACA#2 is effective when it comes on retaining quality talents, it does not necessarily

address the current issue in the hiring process of Alorica. While in ACA#1, it ensures

finding the quality talents that best fit the position open for hiring, which addresses the

present issue in recruiting process of Alorica.

Productivity

Both ACA #1 and ACA # 2 were rated the highest in terms of productivity. Both

are effective processes and are suitable strategic plans to enhance the recruitment

process of the company.

Cost Effectiveness

Both ACA #1 and #2 received the highest cost-effectiveness rating. Because

employees are familiar with their roles within the company, ACAs will not require much

extensive training or technological advancements. Instead, both types of work

necessitate more research, findings, evaluations, and so on, all of which take more time

than money.

Company’s Brand Image

ACA #1 and #2 are both the highest in terms of the company’s brand image.

Both will have a significant impact on the organization's ability to develop a positive

brand image.
 RECOMMENDATION AND CONCLUSION

This chapter presents the summary of findings, recommendations, and

conclusion of the study. The recommendation must be acceptable for the study entitled

“Enhancement of Recruitment Process and Strategy of Alorica” for our chosen

company.

Recommendation

The researchers strongly recommended that the HR Department of Alorica

should use ACA#1 which is to create a candidate persona: a standardized candidate

evaluation template tailored for every role that is up for hiring to ensure quality hires. By

developing a candidate persona, it will ensure that more qualified candidates will apply

for the role, and that will save you time by reviewing fewer unqualified applications. In

addition, it will give your recruiting team better insight into where they can source quality

talents. Also, it will be a great way in implementing diversity hiring initiatives which can

bring your team fresh ideas, experiences, and personalities that can be an asset to the

company. Moreover, it can reduce the company’s attrition rate for it will only attract

applicants that best fit the company’s culture. Lastly, it is cost-effective because this

approach necessitates more research and evaluations, which take more time in the

planning phase than money.

 Vision and Mission

Vision

“To establish an absolute recruitment process and strategy that will support

business operations through outstanding employee performance.”

Mission

“To contribute to Alorica Company’s recruitment process and strategy and

enhance the quality of overall operations by acquiring quality hires.”

Conclusion

1. It concludes that a company’s ability to locate talent for its workforce depends

on the effectiveness of the recruitment process. As a result, the business will be

able to acquire quality hires that will benefit to the overall performance and

operation of the company.

2. It is concluded that developing a candidate persona which is a standardized

candidate evaluation template tailored for every role that is up for hiring is

effective in the case of Alroica, for It determines the most important

characteristics a candidate must possess and guarantees applicants have the

best qualities the company is looking for, as well as the best fit for the company’s

culture, which in effect reduces the possibility of employee turnover.

3.
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