The rise of informed candidates: Four things you need to know to attract them

The rise of informed candidates: Four things you need to know to attract them

Information is power. Historically, the balance of power between employers and candidates has favoured employers. Job seekers had few sources of information about open positions, compensation and benefits, let alone corporate culture or company vision. However, times have changed.

Today, candidates are far more informed during the early stages of the job search process, as many employers are upfront about what’s on offer and what it’s like to work for them. Anyone who isn’t doing this must follow suit in order to remain competitive and secure the talent they need. Disclosing critical information about a role at offer stage or even the final interview won’t cut it anymore.

What information is most important to candidates?

Here are four of the most important factors that candidates consider when making career decisions:

  1. Company brand
    58% of global candidates say that company brand is more important to them than it was five years ago. This is especially true when it comes to younger Millennials/Gen Y candidates (18-35 year olds).

    What this means for employers: Build a stronger Employer Value Proposition (EVP) that positively influences target candidates and employees to gain most traction.

  2. Compensation
    Compensation is an important motivator for career decisions among candidates worldwide. In fact, when it comes to switching jobs, an increase in pay is twice as powerful as the type of work.

    What this means for employers: Be upfront about compensation early on, as this is likely to increase recruitment efficiency. Candidates can remove themselves from consideration, if one of their primary motivators for career decisions does not meet their expectations.

  3. Benefits packages
    38% of candidates said that the benefits offered with a role or company was one of their top three factors in making a career decision.

    What this means for employers: Earlier disclosure of the full benefits package available is likely to encourage the right talent to apply for, progress and accept new roles.

  4. Company values and vision
    Candidates want to work for organisations that they believe in. For example, Millennials say working for employers who are socially responsible and aligned to their values is important.

    What this means for employers: Communicate your brand values and vision at the beginning of the recruitment process. This will enable candidates to really understand what the organisation stands for and decide if they will be the right fit.

To attract and retain in-demand talent, it’s important for employers to be aware of what motivates candidates when making career decisions, and align their workforce strategies accordingly.

Read our new whitepaper to find out more about the rise of the well informed candidate and what your business needs to do to respond.

The UK at Work 2017

The UK at Work 2017

Despite economic uncertainty, and rising costs for business, candidates remain firmly in the driving seat, when it comes to choosing where and how they want to work.

For employers, this means challenging times ahead – because in order to hire the best talent available, they have to compete for them.

In your region

Click on the icons below to read about the UK at Work – a guide to how the employment market has changed nationally and in each region of the UK, what a candidate-led market means for employers, and how you can adapt your recruitment processes to win in the changing world of work:

For more information on how you can attract the best talent to join your business, contact your local Manpower branch.

Tech mergers and acquisitions are on the up – is your workforce ready?

Tech mergers and acquisitions are on the up - is your workforce ready?

The technology sector has become increasingly ripe for mergers and acquisitions (M&A) over the last few years, with 3,795 deals recorded in 2016 – the highest level recorded to date. Dell led the pack with the largest tech merger ever seen, acquiring EMC for $60billion. Analysts forecast that this trend will continue, with a particularly strong interest for companies operating in cloud, cyber security, Internet of Things, big data, analytics, gaming and connected cars likely in 2017.

The prospect of being acquired can be an exciting opportunity, but it can also present a number of challenges. Small business leaders who are open to mergers and acquisitions must ensure that they are not just an attractive target for acquisition, but are also well prepared to ensure that the process is successful.

Whilst tech SMEs shouldn’t be daunted by this, the key thing to remember is that an M&A doesn’t happen overnight and is a complex, time-consuming and stressful process for an organisation. If businesses aren’t well prepared for this transition, they can fail in ensuring a successful acquisition – especially if they anticipate a simple integration and make unrealistic cost assumptions.

To maximise these potential opportunities, small business leaders must ensure that they understand the process, their workforce is ready (and if not, they have a plan to prepare them) and that they have the required resource in place.

What is the process and how will it affect your workforce?

When preparing for a merger or acquisition, small business managers need to have a good understanding of what’s involved, so that they can take the right steps to ensure their workforce is in the best possible shape to withstand this difficult but exciting time of change.

M&A is a lengthy process, both before and after any official announcement is made. The first stage, ahead of the announcement, involves evaluating the strategic fit and the negotiating the M&A deal. Post-announcement, the second stage may include regulatory and shareholder approval processes, which can take several months to complete.

This period will not only require businesses to continue to conduct business as usual, but it is likely to increase the existing workload as the various departments and teams work together with regulators and integration/handover teams to complete the deal. SME leaders should therefore be mindful of the requirements for each of the stages and the amount of time and work it will take, to ensure a successful acquisition.

How can you prepare your workforce?

Getting your workforce well prepared for the complicated process and requirements of an acquisition is the key. Some of the main areas to focus on include:

  • Compliance: During the transition phase, it’s important to ensure all compliance documentation is tracked and kept up-to-date across all areas of the business. This information will be crucial throughout the process.
  • Policy: It’s important to take policies into consideration to ensure there’s consistency between the SME and the acquiring organisation. Having an understanding of how the policies will affect the business’ ability to generate efficiencies and deliver quality and value is necessary to avoid any complications.
  • Data and viability: When two workforces merge, SMEs must keep up to date with the status of their employees to ensure a complete picture of who should be working for them at any given time.

Getting resources in place to manage the transition successfully

Ensuring all areas of your business are operating as usual whilst juggling the additional workload can be a daunting task for any SME employer. This will become even more apparent over the next year, with new and far reaching regulations such as the General Data Protection Regulation coming into force. Organisations of all sizes, including SMEs, will have to make sure that their compliance is up to standard.

In response to the additional workload required during the transition period, many tech SMEs going through a merger or acquisition are increasingly turning to experienced contractors to supplement their existing workforce. Hiring contractors can be beneficial in supporting your existing workforce with the increased workload throughout this time, as they can help manage work in the short-term. These individuals can also be helpful in supporting the development and upskilling of your existing employees, as well as advising them on the acquisition processes, due to their experience of having gone through similar procedures in other businesses.

This will also save businesses from taking on permanent head count that may no longer be necessary once the integration has been completed.

High levels of M&A activity looks set to continue in the technology sector and, as a result, SME leaders should start preparing now for the inevitable movement further down the line. Whilst much of this relies on assessing how they can maximise their position in the market, they should also ensure that their workforce is in the best shape possible to work through what can be an incredibly difficult but exciting time for the business.

Contact us today to find out more about our resourcing capabilities.

More Than Just a Passport: The Journey of Globalising Managed Service Programmes

More Than Just a Passport: The Journey of Globalising Managed Service Programmes

The number of companies interested in globalising their managed service programmes (MSPs) has increased dramatically in recent years. So much so, that in 2016, global RFI’s for MSPs increased by 45%. Year-on-year spend is expected to increase too.

This growing demand for globalised MSPs has been driven a number of dynamics – including corporate expansion plans, a desire for greater efficiencies, the growing maturity of MSPs in newer markets, and improvements in MSP technology.

However, implementing a globalised MSP isn’t easy. After all, each country has different regulations that restrict when, where and how contingent workers are engaged. This covers everything from contract duration limits, to caps on the percentage of contracted workers. Deploying a consistent, globalised MSP, whilst ensuring each individual country’s unique regulatory requirements are met, is no mean feat.

Deploying a globalised MSP

As a result, new MSP models are being introduced to deliver the results companies now seek. This includes the ‘hub-and-spoke’ approach, with separate MSPs in each country, coordinated through a single hub; and a fully centralised approach, where one provider delivers a consistent programme across all countries, enabled by a single technology platform.

The emergence of new MSP models boils down to a simply question: supply vs. demand. As more companies establish a presence in multiple countries, demand for flexible MSP solutions will be stimulated.

This whitepaper explores the key drivers of growing demand for global MSP programmes. It showcases several models that have been introduced to support MSP delivery across multiple geographies, and it provides key steps to preparing for a successful global MSP programme.

Please note: this is a large file (5MB), so may take time to download.

Related whitepapers:

Boosting technical expertise with the Apprenticeship Levy fund

Unlocking the potential of the Apprenticeship Levy

The new Apprenticeship Levy has been designed to boost the UK’s commitment to apprenticeship programmes. The move coincides with a significant shortage in tech skills, which is threatening to hamper businesses’ productivity. With the Government also announcing a raft of educational reforms in the Spring Budget to boost technical skills in the UK, it is clear that ministers are committed to tackling the issue.

Since its launch in April 2017, every employer with a wage bill of over £3million will pay a new 0.5% Apprenticeship Levy on their annual pay bill to help fund this new initiative, increasing training for millions of apprentices. Despite the potential impact of this scheme, which aims to create three million new apprenticeships by 2020, recent research revealed that two thirds of UK organisations remain in the dark about how it will affect them and how the funding system will work. Only 51% of large companies surveyed were aware that they would have to pay the levy at all.

Why today’s tech skills will be outdated tomorrow

With technology evolving more rapidly than ever before, employees across all business areas will need to be upskilled. For example, coders must constantly learn new programming languages to meet the latest requirements for developing apps and services. As a result of this constant progress, there is an increasing gap between what individuals are taught when in full-time education, and the knowledge they need to progress in the workplace. This issue could be addressed by introducing more short-term placements and on-the-job learning via apprenticeship schemes.

Businesses should see the Apprenticeship Levy as an opportunity, allowing them to train new recruits and also upskill their existing workforce. This applies even more widely now that the age and previous qualification criteria have been further relaxed.

Maximising the opportunity

A well-planned apprenticeship programme could be a major factor in helping businesses to thrive in the long-term. Organisations that make the most of the levy funds now can begin to identify and address the skills gaps they have today, as well as those they are likely to have in the future, putting them in the best possible position to respond to changing market conditions. And, with 37% of those employers who are aware that they will need to pay the levy, believing that the number of new apprenticeship hires will increase, there are encouraging signs that the funds made available through the tax will be put to good use.

Whilst uncertainty remains over how the Apprenticeship Levy will affect many British businesses, what is clear is that organisations who take advantage of the change in legislation have a lot to gain. Apprenticeships can be a valuable way for employers to develop a workforce that is fit for purpose, both now and in the future, as well as helping apprentices to gain vital experience and certified qualifications. Those who see the levy as just another tax will ultimately lose out at a critical time for skills in the UK.

Cyber threats: things you need to know

Cyber threats: things you need to know

Our ever-increasing dependence on the internet and digital devices has simplified many aspects of our lives. But it also brings with it high levels of security risks. Cyber attacks are increasingly common in today’s connected society and continue to become more sophisticated. With recent high-profile incidents such as the global WannaCry ransomware attack which affected much of the NHS, it’s becoming increasingly clear that it’s not a matter of ‘if’ but ‘when’ – and no one is immune to attacks. The key differentiator now is how businesses respond and recover.

What are some of the common threats?

With most information now being stored digitally, cyber criminals are using a number of different ways to access personal and business information. Here are some of the most common cyber threats explained:

  1. Ransomware: Cyber criminals use ransomware to infiltrate networks and take control of computer system, blocking access to files until a ransom is paid. This sort of software often accesses systems via an email attachment. The recent WannaCry and WannaCrypt are two very high profile examples of this sort of attack.
  2. Distributed Denial of Service (DDoS): This method floods a web server or network with traffic until the system cannot cope and is no longer able to provide access to legitimate users. This approach was used in the Mirai attack against Dyn.
  3. Malware: Short for ‘malicious software’, malware aims to damage or gain unauthorised access to a computer system. Some common types of malware include spyware, worms, and viruses (see individual definitions below).
  4. Spyware: Software that enables users to obtain information about another computer’s activities, enabling them to spy on individuals.
  5. Worm: A form of malware that replicates itself and continuously spreads to other computer networks.
  6. Spam: Email messages that can contain harmful links that could install malicious software onto your computer when clicked on.
  7. Phishing: An attack that aims to obtain personal information from individuals by pretending to be a legitimate service provider, such as a user’s bank. The Pawn Storm attack against the Macron campaign is a recent example of this.
  8. Virus: A computer virus that can steal, erase or corrupt data on a computer hard drive. Once infected it can spread from one computer to another, usually via email.

What can organisations do to prevent an attack?

There are several steps organisations can take to protect themselves against potential attacks, including:

  1. Secure your systems – use different passwords for each system and device and ensure that they are changed regularly, as well as using various methods of authentication, such as fingerprint detection.
  2. Update your systems – ensure your systems are kept up-to-date with the latest supported operating systems.
  3. Test your systems – get your IT teams to test and attempt to break into your systems regularly to assess how robust your security systems are and whether there are any potential risks which need closer inspection.
  4. Educate existing staff – the workforce is one of the most common reasons that a cyber attack is successful, often due to a lack of awareness and basic human error. Protect your organisation against this by regularly educating your staff to increase their awareness of cyber security risks and how they can help prevent them. To avoid complacency, use different methods including training and fake spam emails.
  5. Maximise contractors – If you’re hiring a contractor for a Cyber Security project, why not also use them to upskill your permanent workforce. This will help ensure your IT staff are equipped with the right tools and latest skills to support changing business requirements.
  6. Have a clear action plan – the response to a hack is almost as important as the attack itself. Implementing something like a decision making tree will enable everyone involved to know exactly how they need to respond, and whose decision and responsibility each action is.

What frameworks are available?

To further reduce the risk of cyber threats, there are a number of frameworks which organisations can refer to for support. Two of the key frameworks in the UK include:

  1. ISO 27001
    ISO 27001 is a specification for information security management systems (ISMS), enabling organisations to demonstrate that they are following information security processes, best practices and compliance.
  2. Cyber Essentials
    The Cyber Essentials certification scheme is a deliverable of the UK government’s National Cyber Security strategy, helping organisations to achieve a basic level of cyber security for relatively low cost.

Need support finding the right Cyber Security talent for your organisation? Get in touch today.

Homeworking gathers momentum in Contact Centres

Work will never be the same again - here's why

These days, workers want more flexibility. In fact, our research found that 35% of UK workers consider it to be an important factor when making a decision about their career.

Within the contact centre industry specifically, many employers are responding to this by recruiting homeworkers. They recognise that being more flexible in this way can enhance their talent pool, and allow them to build a happier, more productive workforce.

Benefits of homeworking for workers

With the model most contact centres use, workers select the hours they want to work. If they can’t commit to a full day’s work, they don’t have to – they can just pick the three or four hours that work best for them.

This means they’re able to more easily fit work around their other life commitments. They might need to collect their children from school; perhaps they care for a friend or relative; or maybe they might volunteer for a good cause. Either way, it allows them to participate in the workforce, alongside their other life commitments. Furthermore, they don’t have to commute. So all their available time can be spent working. They don’t need to allow for a half hour commute at either end of the day.

What’s in it for the contact centre?

Allowing individuals to work from home means they don’t need to live anywhere near the contact centre they’re supporting. Your company might be based in Inverness, but that doesn’t mean a great Contact Centre Advisor in Dover is off limits. This dramatically increases the available talent pool for any given role. This is particularly helpful for those hard-to-fill jobs, such as those requiring multilingual skills. We partner with a number of UK contact centres to recruit multilingual candidates. So we know that it can be a challenge to recruit individuals with these skills – particularly German, Dutch, Nordic or Danish speakers.

Embedding homeworking into contact centres also allows organisations to more easily align to customer needs. These days, customers look for service providers who can make their life easier. They don’t want to be kept on hold, repeatedly being told “your call is important to us”. They want someone to answer the call, quickly.

By incorporating homeworkers into the workforce, contact centres can cost-effectively ramp up and down, in line with customer demand. If you’re experiencing high call volumes, you can incentivise more homeworkers to log on for an hour or two by offering a higher wage. It’s similar to the ‘surge’ pricing model that Uber uses to get more drivers on the road during peak periods. This is easily turned on and off, so it’s a great way to meet customer needs, without any unnecessary expense.

Considerations for employers

Whilst homeworking offers plenty of benefits to both workers and employers, a number of considerations need to be made before a contact centre embarks on a homeworking strategy. The first relates to technology.

Many contact centres simply don’t have the IT infrastructure in place to allow their Contact Centre Agents to work at home. And, even when that is resolved, there’s still a security concern. Some of the controls you have in a contact centre (like access passes) aren’t in place when someone works from home. You can never be entirely sure who is looking over your agent’s shoulder while they work. Carefully consider how you will ensure your homeworkers can access the systems they need to fully support your customers, in a secure and compliant way.

There’s also the issue of how you ensure high morale amongst a virtual team. Working from home can be quite isolating. Your homeworkers may never meet their colleagues, and may feel like they’re out on a limb. Before bringing lots of homeworkers on board, think about how you’ll ensure they feel supported, engaged and happy in their roles.

The question of trust

Trust is often something that many contact centres think will be an issue. But in reality, it shouldn’t be too much of a concern. In today’s technology-driven world, it’s very easy to see who is online and assisting your customers. And, importantly, who is not. It’s very obvious if they’re distracted and aren’t answering their phone. So, even if they’re not in the same building as you, you can still identify underperformance and take remedial action to ensure high productivity.

Nonetheless, working remotely does require self-discipline. It’s not right way of working for everyone. It’s critical that you select people who can work efficiently in this way.

That’s where Manpower can help. Using ROMA, our flexible candidate screening, assessment and management system, we help contact centres to fully understand the ability, aptitude, personality and skills of each applicant. It also includes bespoke competency-based interviews, giving a true end-to-end picture what each candidate is really like, before a hiring decision is made. If you’d like any information on this, please don’t hesitate to get in touch with me on [email protected].


To find out more about our expertise in contact centre recruitment and workforce planning, visit manpower.co.uk/contact-centres or email us at [email protected]

GDPR drives Big Data jobs growth

General Data Protection Regulation (GDPR)

On the 25th May 2018, the much-discussed General Data Protection Regulation (GDPR) will come into force. In an increasingly data-driven world, the GDPR aims to consolidate privacy regulations across the European Union and give individuals greater control over how their personal information is used, ensuring their privacy and safety is preserved.

However, the implications of GDPR for businesses are considerable. The changes include the introduction of tougher penalties for non-compliance, with fines of up to 4% of an organisation’s annual global turnover or €20million (whichever is greater). As a result, the pressure is on for organisations to get their data practices in order to ensure they comply, leading to significant challenges from both a Big Data and an IT Security perspective.

It seems that businesses are beginning to wake up to the impact of this challenge, with our latest Tech Cities Job Watch Report highlighting that demand for Big Data professionals has increased by 51.7% in the past year.

What is the GDPR?

The GDPR is a legal framework which will replace the 1998 Data Protection Act. It will be applicable to all organisations that collect and process the personal data of citizens within the European Economic Area (EEA).

The GDPR broadens the definition of personal data even further than existing regulations, meaning that business areas such as IT which have previously been unaffected by data protection regulation will now need to take a closer look at how they handle data to ensure they comply.

A common misconception is that because the UK is preparing to leave the EU, GDPR will no longer apply. Both the government and the Information Commissioner’s Office (ICO) have confirmed that this assumption is incorrect, and that the regulations will continue to be implemented.

How will the GDPR affect my organisation?

There are many potential outcomes to the GDPR, the impact of which depends on the organisation and the type of data being processed. But some of the main areas of change are:

  • Businesses processing personal data on a large scale will be required to appoint a Data Protection Officer, or someone who will take responsibility for data protection compliance. Across Europe, this could have significant implications, with the International Association of Privacy Professionals suggesting that this requirement will lead to the appointment of approximately 28,000 Data Protection Officers over the next two years.
  • Cyber security reporting will become more stringent. Organisations must aim to report notifiable breaches to the ICO within 72 hours. In order to achieve this, organisations must ensure that they have the technology, processes and people in place that will ensure they can detect and respond to a data breach.
  • Prior to the introduction of the GDPR, many business functions will not have to consider data protection in their day-to-day work. This will shift dramatically from May 2018 onwards, meaning that there is likely to be a requirement for training, to ensure that employees understand the implications for themselves and the business.
  • As well as the increased fines that the ICO can impose, the GDPR makes it easier for individuals to make claims against organisations who misuse their personal data.

Many organisations have already begun to prepare themselves for the new legislation, but there is no doubt that it will be a lengthy process. No matter how far along you are in the process, we can help.

Download the latest Tech Cities Job Watch report to find out more about the latest IT salary and hiring demand trends across the UK.

Looking for Big Data jobs? Find out more here.

Businesses on the hunt for top Big Data professionals

Businesses on the hunt for top Big Data professionals

The Digital Age has driven us to live more of our lives online, with both organisations and individuals increasingly relying on emerging technologies in day-to-day life. As a result, 2.5 Quintillion bytes of data were created every day in 2016.

As a response to this high volume world of video and high frequency world of social media, the concept of Big Data emerged, enabling organisations to make more informed, strategic decisions. It has become one of the most powerful tools in an organisation’s arsenal and, if used correctly, it will be a key component of business success.

Many organisations have recognised the opportunities and values Big Data can offer their businesses and are looking to make long-term investments in this area as a result. This is reflected in our latest Tech Cities Job Watch report. Both hiring demand and average salaries for permanent Big Data professionals have risen by 4% and more than 50% respectively over the past year, with businesses on the hunt for top talent to ensure the skills are embedded into their organisation for the foreseeable future.

Investing in the right talent

Organisations with the greatest understanding of what’s happening both internally and externally, will be best placed to adapt to the constant changing environment and stay ahead of their competitors. But in order to successfully implement Big Data techniques, the best people need to be involved and an array of both old and new skills is required.

Investing in permanent professionals will help strengthen an organisation’s core tech capabilities for the long-term. However, providing the workforce with regular development opportunities is essential to ensure they continue to be equipped with the necessary tools and skills to support the shifting business requirements in the long-term. Additionally, hiring contractors could be beneficial in supporting the development and upskilling of the existing workforce.

Getting the right blend of skills and technology

Whilst Big Data presents a major opportunity to raise an organisation’s performance, businesses must keep in mind that collecting vast amounts of data for the sake of it doesn’t translate into improved performance. It needs to be translated into insights and ultimately wisdom. It’s important to have the right talent, tools and processes in place to manage the information properly, to avoid any IT Security challenges as well as ensuring they remain compliant in relation to the emerging General Data Protection Regulation (GDPR) due to come into effect in 2018.

As a result, getting the right workforce blend is key when managing Big Data. Traditional database development and administration skills will be needed to help with integrating legacy datasets. In addition, analytics tools will be essential for generating the reports that are needed for both day to day insights as well as regulatory compliance. The better the tools and the talent, the better and more accurate the insights generated to help organisations make the right business decisions.

Download the latest Tech Cities Job Watch report to find out more.
Looking for Big Data jobs? Find out more here