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An Interview with Jeff Bowling, CEO of The Delta Companies: Offering Service vs. Creating Experience

What were you doing 20 years ago on this day? If you were in staffing and recruiting, you probably had a lot more paper on your desk, and a much bigger cellphone. But that’s not all that’s changed. Jeff Bowling, CEO of The Delta Companies and an industry expert with more than 20 years of staffing and recruiting experience, shares with CareerBuilder how the last two decades have changed the way we help put people to work.

Clients have changed, and so have their needs
The Internet’s accessibility, as well as advances in the resources and tools modern software has given the industry, have forever changed how we look at staffing and recruiting. And, according to Bowling, so have clients: “Clients have also become much more sophisticated, much more in tune. You educated them on staffing, on the features and benefits of staffing and, on simply how to find people. Now, clients have their own inside teams of specialists that focus on staffing, and companies within companies to generate profit centers from staffing. It shows the evolution and maturation of our industry as a whole.”

Offering an excellent customer experience is what sets the best staffing firms apart. “Service is filling the order. Experience is what they’re having while you fill that order. It comes down to being easy to do business with.”

Bowling knows something about excellent customer service: Delta Healthcare Providers’ superior experience to job seekers and clients has not only earned the organization the Best of Staffing Talent Award six years in a row; it was also awarded Inavero’s Best of Staffing Talent Diamond Award twice.

Industry leaders need experts to be experts
What’s The Delta Companies’ secret to giving that level of service and consistently maintain that excellence for five years and counting? “Internal education is the key. We focus more learning opportunities around health care and staffing than most firms, providing two to three times the hours of training per year than industry average. From areas like medical reimbursements and malpractice insurance to RPO and VMS. This gives us a more experienced staff overall and allows us to have conversations that add value with our customers. This strategy can apply to any industry.”

Capitalizing on that experience and harnessing its power allows The Delta Companies to optimize its recruiter efficiency. Bowling explains how: “By offering your recruiters the best tools you can access—and making sure they’re using the resources to give them advantages. Simple hardware fixes like laptops and dual monitors, or more advanced software solutions, can make a big difference in the value your recruiters are able to offer.”

Adapting to technology will set the best apart
For instance, using CareerBuilder’s wealth of data and analytics through its Supply & Demand Portal changed how The Delta Companies looked at their job orders.Instead of just supplying another therapist, there are a lot of new opportunities that the job orders hold, and we were able to tap these talent sources with Supply & Demand. You take these tools, combined with lots of other reports, seasonal experience, industry knowledge and earnings reports, into consideration. Of course all the data and information in the world is second to talking with customers. They know what is going on and if you only listen to third parties, you’re in trouble. Of course, most say they are listening, but most only hear.”

What big changes have the past 20 years brought in staffing and recruiting? Technology is easily the first thing that comes to Bowling’s mind. “You faxed over resumes, and you had the date stamp on the faxed resume to prove who got the candidate first.”

But even working with industries who compete for the best technology doesn’t guarantee that your HR needs will see the same resources. “People in health care might be slower adapters of technology,” Bowling says. “Patient care gets lots of budgetary attention as it should. If we can add value from a human resources or staffing perspective then health care facilities can focus on what is most important. For the talent in the field it’s critical to optimize career sites and online content for mobile platforms, especially in health care.”

With everything from patient histories to insurance information getting digitalized and stored on software platforms now, upgrading human resources materials will ensure your organization is able to communicate its excellence—whether you’re a five-year award winner or just starting your own firm.

And as Bowling adds, “Using the right technology also gives you a greater margin of victory over those who chose to ignore it. Making a greater degree of separation from the competition in terms of technology is one of the reasons we partnered with Mitsui last year. With Mitsui we can make investments in the future and perhaps further our platform with companies such as CareerBuilder. This is the right thing to do for our customers.” Everything has changed in the past 20 years. The mainstay, thank goodness, is when you hire good people who do good work, you win.”

Join CareerBuilder as we discuss how recruitment has changed over the past 20 years – and as we plan for the next 20. Walk away inspired to better the candidate experience, improve recruiter efficiency, and use data to move our industry forward at Empower 2015. Learn more about Empower 2015.

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