Today’s competitive hiring environment makes the candidate experience a crucial element in attracting and retaining the best talent. But when job seekers complain about slow response times, confusing application processes or lack of communication, recruiters say it’s their technology, the Applicant Tracking System (ATS).
Recruitment software does impact the hiring journey, but it is unfair to point the finger at the ATS for all candidate experience problems. Most bad candidate experiences are due to outdated hiring practices, inefficient processes and communication gaps, not technology itself.
ATS is a Tool, Not a Problem
Applicant Tracking System (ATS) – An ATS helps to make recruitment more efficient by organizing candidate information, automating repetitive tasks and improving collaboration between hiring teams. ATS platforms today help recruiters manage job postings, screen resumes, schedule interviews and track candidates through the hiring process.
But any ATS is only as good as how the organization configures and uses it. It doesn’t matter what software you’re using, if you have a poor hiring process, you’ll have a poor candidate experience.
Poor Communication is a Human Problem
Candidates frequently complain about the lack of communication. Many applicants get frustrated when they apply and never hear anything about the status of their application.
Many recruiters blame the ATS for this issue. In fact, most systems today have automated email updates, status notices and communication workflows. These features are not used to their full effect and candidates are often left in the dark.
Recruiters can significantly improve satisfaction for candidates by putting in place clear communication processes without changing their existing technology stack.
Friction from Cumbersome Hiring Processes
The hiring process is time consuming and candidates often lose interest or drop out. Multiple rounds of interviews, delayed feedback and slow decision making can adversely impact the candidate experience.
An ATS will not solve your organizational bottlenecks. Whatever time it takes for the hiring manager to look over applications or give feedback on interviews, it will cause delays for the candidates.
It’s not the software’s fault, but recruitment teams need to look at how to streamline internal processes and set clear timelines for hiring decisions.
Complexity in Applications is Frequently a Result of Process Design.
Candidates often complain about the length of application forms and the need to enter the same data over and over again. Recruiters might want to pin the blame on the ATS for these frustrations, but the structure of the recruitment process is often what determines how complicated the application is.
Many organizations require candidates to provide additional information over and above what is needed at the initial application stage, creating an unnecessary barrier for the applicant. Streamlining application forms to collect only the most essential information can dramatically increase completion rates and candidate satisfaction.
How ATS Features Can Improve Candidate Experience
When implemented correctly, an Applicant Tracking System can improve the journey of candidates in a number of ways:
- Immediate peace of mind with automated application confirmations.
- Self-serve interview scheduling means less back-and-forth communication.
- Updates to candidates personalized to keep the candidates in the loop.
- Mobile friendly apps increase accessibility.
- Centralizing the entire hiring process allows for consistent communication throughout the process.
Often, the capabilities of ATS technology are part of the solution, not the problem.
The Real Challenge is Owning the Process.
Most organizations invest in recruitment tech, but don’t optimize their hiring workflows. This causes frustration for recruiters and they blame the ATS when they hear about negative candidate experiences.
Candidate experience is not only the responsibility of the recruiter, hiring managers, the HR teams or leadership. The truth is, candidate experience is a team effort! Technology can help the process, but it can’t substitute for bad communication, vague expectations, or slow decision making.
How can recruiters improve the candidate experience?
To improve the hiring experience, recruiters should focus on:
- “You’re in the loop during the process of hiring.”
- Eliminate redundant application requirements.
- Setting concrete hiring timelines.
- Make the most of ATS automation features.
- Collecting and iterating on candidate feedback.
- Train hiring managers on best practice communication.
By focusing on these areas, organizations will get the most from their recruitment technology and improve candidate satisfaction.
In Summery
Too often, blaming an Applicant Tracking System for a poor candidate experience is an oversimplification. Technology can impact the hiring process, but the biggest challenges are usually people, process and communication habits.
The recruiters who own the candidate journey and optimize their ATS will be best positioned to attract top talent, build their employer brand and deliver a hiring experience that meets the expectations of today’s candidates.
