The Ultimate Guide to Candidate Experience

CHAPTER 6

How Do You Implement Feedback Collection?
And Can You Integrate It Into
Your ATS/CRM?

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After having mapped out your candidates’ journey and gone in-depth as much as possible, you have identified your weakest spots by gathering feedback at strategic stages of your recruitment pipeline, so you know which aspects to focus on the most.

It is now time to talk about recruitment tech. Many things are happening in this industry, which are disrupting linear/traditional models of talent acquisition, recruitment and hiring. These innovations go from video interview software to CV assessment software to the opportunity of signing documents online. Two particular kinds of software are frequently mentioned as instrumental to the way you handle candidate experience: namely, ATS and CRM. Let’s see what they do.

ATSs, or Applicant Tracking Systems, are quite widespread. They're used by many recruitment agencies, temp agencies, and in-house recruiters.

As stated in the article ATS vs CRM: Why do you need a Recruitment CRM?, currently, CRMs are mostly used by temp agencies, although many analysts think that CRMs will surpass ATS by 70-80%. But what are ATS and CRM?

The article also says that:

For a deep dive into the subject of CRM, we recommend reading the article Why Candidate Relationship Management IS Candidate Experience. For now, let's give a simplified explanation.

CRM stands for Candidate Relations Management. It allows the recruiters to collect contacts and segment them. This will allow the recruiters to keep their promise to get back to the candidates that were rejected in case a compatible vacancy comes out in the future. It is ultimately a talent-retention tool, helping the business keep a full pipeline while increasing candidate engagement. These are just some of CRMs’ advantages.

If CRMs helps you take care of your long-term relationship with candidates, ATS manages the short-term one.

Applicant Tracking Systems, or ATS, help recruiters keep track of where their active candidates are, in the hiring process. It also helps sourcing applicants. More specifically, it can, amongst other things, screen and assess the candidates, track their performance during the assessment sessions, and provide them with feedback.

In the context of getting candidate feedback to improve experience, integrating with an ATS means being able to gather feedback from candidates at every stage of your recruitment process from within your ATS environment. When it comes to CRM feedback integrations, instead, they allow a business to gather feedback about how good their recruiters are at keeping in the funnel the candidates that had to step off, while covering the application phase, too.

Integrating your automated feedback solution with an ATS or CRM means feeding it data automatically. It makes the whole process more seamless, as your automated feedback solution already knows who to send the surveys too, once triggered. The results are guaranteed to impress you!

As explained in our Altus Staffing Business Case, our client went for automated Candidate Experience feedback (or CEf) with an integration with Bullhorn, a well-known CRM system. They saw their cNPS skyrocket, increasing in 10% within one quarter, with a 47% response rate. They invested in this system as they value building a sustainable relationship with their candidates, in an industry in which they’re scarce.

The steps are thus the same: mapping the candidate journey, figuring out your objectives and design your surveys. After this, you'll start analyzing data and draw insights from it to constantly improve. This is an endless cycle that will lead to an impressive betterment in your Candidate Experience ratings. Now that we have explained how you can integrate your feedback process into your ATS or CRM, the next chapter will show you some very useful metrics.