Standard Operating Procedure Progress Calls Agenda Introduction Procedure

Standard Operating Procedure Progress Calls

Agenda è • • • Introduction Procedure Progress call scripts: Quiz www. SEEKCareers. com 2

Purpose SEEK is known for our follow up on open job orders. It is one of the key things that sets SEEK apart from our competition – we do what we say. We want all customers to feel like their orders are the only orders we are working on. Whether we can fill the order or not, it is important to follow up! You should only stop following up when a customer tells you to. www. SEEKCareers. com 3

Agenda • è • • Introduction Procedure Progress call scripts: Quiz www. SEEKCareers. com 4

Progress Calls Progress calls are to be completed based on what the customer would like for follow up. It is acceptable to ask, "how frequently would you like us to update you on the progress of finding a candidate on this order? " Follow their lead and make sure to set up a task to make sure you don’t miss the follow up time. Example – When your car is in the shop and they say it will be done this afternoon, what does "afternoon" mean to you? (Responses vary on group from 12: 01 to 4 pm) Do you feel yourself getting anxious on if the car will be done at the time that you think "afternoon" is? Would it be different if they said, we will follow up with you by 4 pm on the status of your repair? Progress calls are essential to extraordinary customer service (one of our core values!). We will not fill 100% of the orders that we receive however, we may get another order because of our follow up that we can fill. www. SEEKCareers. com 5

Here are some guidelines: 1. ASAP Orders – ever 30 to 60 minutes. 2. Next day fills – minimum 2 hours to follow up. 3. Submittal orders – those that require a resume and interview – daily follow up 4. Difficult to fill – (I call these needle in a haystack orders – example a part-time accounting and customer service person who knows Publisher) – minimum weekly www. SEEKCareers. com 6

Agenda • • è • Introduction Procedure Progress call scripts: Quiz www. SEEKCareers. com 7

Submittal Order This is Sara from SEEK calling to update you on your order. I’ve identified XX candidates for your opening. At this time, I’ve only been able to leave messages but as soon as I hear back, I will send you the top two candidates for your review. www. SEEKCareers. com 8

Next Day Assignments This is Sara from SEEK Careers and Staffing. We have filled 2 spots for tomorrow and are working on the third. I will call back before or at 11 am with an update when we fill the 3 rd spot. www. SEEKCareers. com 9

Hard to fill order This is Sara from SEEK Careers and Staffing calling to update you on our progress finding a quality candidate for the CNC opening. At this time, I don’t have any active employees that meet the criteria that you are looking for but am going through our database and reaching out to people who may be qualified. When would you like me to follow up again on this order? Would tomorrow by 10 am be ok? www. SEEKCareers. com 10

ASAP Order This is Sara from SEEK Careers and Staffing, we are still looking to find someone to come in today, as of this time we haven’t been able to confirm anyone but we are still working on it and will give you another update by 8: 30 am. www. SEEKCareers. com 11

Agenda • • • è Introduction Procedure Progress call scripts: Quiz www. SEEKCareers. com 12

Did you read and understand this SOP? A. Yes B. No If you answered Yes, then you have indicated your understanding of this SOP. If you answered No, you should review this SOP and if necessary contact the author for better understanding before proceeding www. SEEKCareers. com 13