This sixth article will now focus on the post-mortem review of the process and on the lessons we have learned with Robyn.
All good things must come to an end…
To bring the process to a close, the EPSI advisor meets with Robyn to discuss the overall process and to inform her of any technical interventions she should be aware of. These interventions include: emails from candidates who decided to withdraw their applications, questions about the nature of the process and the vacant positions, complaints about the process, and any other questions the technical team was unable to answer. This crucial step brings Robyn up to speed on everything that happened during the process, making it easy for her to answer any questions that candidates may ask later. During this post-mortem, Robyn and the advisor also go over any questions she may have.
Most common questions
Robyn tells the EPSI advisor that her team received a number of questions from candidates after sending out the online test invitations. Because of all the viruses and malware out there today, it is only natural that applicants should be wary when it comes to their computer’s security. The advisor gives Robyn two suggestions; the first is simple: indicate clearly on the job posting (during the hiring process) that assessments will be administered online. The second is more complex, although highly effective: send an email to the applicants informing them that an HR evaluation firm, EPSI, will be contacting them to invite them to take two online tests. Obviously, this email would need to be sent several days before the candidates are contacted by the firm. The best solution would definitely be a combination of both options. That way, candidates are not taken by surprise.
Forewarned is forearmed…
Another question candidates typically ask is whether tests can be taken outside tech support hours. The answer is yes. There is also an online service on the test login page that reviews the client’s system configuration to ensure that it is compatible. If it isn’t, detailed instructions are then provided to help candidates make the necessary reconfiguration(s) on their computer. In the end, however, it is the candidate, not the organization where they applied for a job, who is responsible for ensuring that their computer system is compatible before launching a test session. So if a candidate has trouble configuring his or her computer, they will have to try when technical support is available. It should be noted that tech support can be provided 24/7, but this will entail additional costs outside normal office hours.
A quick and easy approach to exceptions!
During the post-mortem, Robyn remarks that a handful of candidates may need to be tested later on as their applications are currently under review. The advisor recommends an approach that is quick, easy to follow, and requires no direct involvement by anyone at EPSI. The advisor can train a member of Robyn’s team to use additional features on the online testing platform. And if the new applicants advance through the review process, Robyn’s team will be able to register these candidates on their own, generate access codes for them, invite them to take the tests and gather their responses and results. Robyn likes the suggestion and plans to apply it in the future for smaller hiring processes.
Integrated results management for better handling of job applications
After seeing firsthand the platform’s potential, Robyn decides to change course and use the platform to manage the candidates’ results on both her tests. She expects she may reuse one of the two tests in the next five months. As she had already set the re-testing period at one year, it will be easier for her to determine which applicants cannot be re-evaluated in five months. In other words, the results of the candidates who completed their tests during this period will remain valid and reusable. As Robyn is well aware, this can save her and her team several precious hours of work. In fact, she is actually considering using the system to manage all her tests, because this integrated data management would save her not only time but also money.
Customer satisfaction: priority #1!
Robyn appears very happy with the process as a whole, including the post-mortem review held with the advisor. She has found the experience to be rewarding, innovative and educational. It is important to note that, with a process of this scale, a number of pitfalls and difficulties are likely to be encountered. When these arise, the hiring manager must be prepared and equipped with the tools to deal with them. This is where the EPSI advisor steps in. Naturally, the advisor’s role is to guide and make recommendations to the client but, at the end of the day, advisors are also full partners in the process, because customer satisfaction is their top priority.
We thank you for following Robyn and her team through this series of six articles on online testing and hope that you have enjoyed reading this case study.
1. New strategy for online assessments
2. Integration of tests on the platform
3. Inviting candidates to take a test
4. Completing an online test
5. Managing responses and results
6. Lessons learned
