Time Warner Cable expanded and automated online assessment testing, candidate communications, and developed analytics to demonstrate how standardized assessment increased the likelihood of hiring high performers.
Problem: Due to decentralized operations, Time Warner Cable’s recruiting processes — including online assessment tests — for high-volume, customer-facing positions were varied, contributing to a less-than-ideal candidate experience and first-year employee turnover, and exposed the organization to risk of poor quality of hire.
Solution: Time Warner Cable expanded and automated online assessment testing, candidate communications, and developed analytics to demonstrate how standardized assessment increased the likelihood of hiring high performers.
When Janet Manzullo came on board at Time Warner Cable (TWC) in 2009 as vice president of talent acquisition and movement, she took stock of the recruiting landscape and saw opportunities to improve the function’s effectiveness and efficiency.
“I learned that across the company we were administering selection assessments in different steps of the hiring process for the same roles, and I was concerned that we did not have needed process consistency,” Manzullo said.
Inconsistent use of assessments as well as using assessments without validation support reduced the chances of identifying high-quality candidates, said Mark Ludwick, TWC’s director of selection and assessment. Addressing both issues would enhance the fairness and defensibility of any hiring process.
For example, some candidates would apply for openings with the same job title but at different locations. Depending on the location, these candidates might be asked different qualifying questions, such as whether they would be willing to submit to a drug test. Alternately, they might be given different assessments or experience an entirely different process altogether.
These inconsistencies were contributing to higher turnover rates due to inadequate assessment of actual competencies and skills, and misperceptions about job duties once hired.
Manzullo also was concerned about the inconsistency of candidate experiences during the recruiting process. “Every candidate who applied for a job did not necessarily get a response back from us,” she said.