How Apollo Munich Health Insurance ensures a positive candidate experience

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The health insurance company recently launched an initiative called ‘Candidate Pulse’ to capture real-time feedback from its prospective employees.

The cost of a poor candidate experience wasn’t as high before the advent of the Internet, which enabled easy access to all kinds of information. Social-media platforms and various employer-review forums offer a big window into any organisation’s hiring to firing or leaving processes. As a consequence, news of a poor candidate experience travels much faster and farther than ever.

Recognising this as one of the biggest pitfalls to avoid, and to remain an employer of choice, Apollo Munich Health Insurance Company recently launched an initiative called ‘Candidate Pulse’ to capture real-time feedback from its prospective employees.

The initiative intends to seek feedback from prospective employees in order to develop a sense of belongingness towards the brand, right from the very first touch-point, while also making them feel heard and valued. Candidate Pulse is an SMS-based survey that captures the candidates’ interview experience in a clear and succinct manner. Through this survey, aspirants can share their viewpoint on their experience with the organisation.

The process flow is such that when candidates appear for an interview, their details are captured and at the end of the day are shared on a server. The next morning itself, a mail is sent to the candidates capturing their feedback. And then, based on the data captured, the results are shared with the concerned stakeholders on a month on month basis.

Sriharsha A Achar

It is a win-win situation for both our recruiting team and our prospective employees whom we see as our customers. The intent is to provide a positive candidate experience, such that irrespective of whether someone is hired or not, they leave with a positive feeling about the company as an employer.

Sriharsha A Achar, executive director & chief people officer, Apollo Munich Health Insurance Company, says, “It is a win-win situation for both our recruiting team and our prospective employees whom we see as our customers. The intent is to provide a positive candidate experience, such that irrespective of whether someone is hired or not, they leave with a positive feeling about the company as an employer.”

With this initiative, Apollo Munich aims to display its commitment to hear candidates’ feedback and help them experience the integrity, discipline and transparency in its hiring practices, thereby, building an affinity to the brand in the candidates’ mind.

As a part of its hiring process, AMHI connects with over 10,000 candidates every year, with each one taking back a viewpoint on the basis their own experience during the interview. The company believes that it is important for their experience to be delightful. With that in mind, the initiative was launched this February.

Achar shares that earlier candidate experience feedback was received only after someone joined the organisation, losing out on those who were not hired or those who end up not joining. “This made interview scheduling a huge challenge. However, with Candidate Pulse, we are able to receive hands-on feedback from the direct source — the candidate — which helps the recruitment team and the interviewing manager make necessary improvements in behaviours and processes ensuring an overall positive experience for the customer.”

He tells us that within a month of launching the initiative, the recruiting teams have begun implementing necessary changes based on the feedbacks received. “Although it’s not meant to be policing around with anyone, the impact is such that the recruiting teams do not have to follow up or chase for anything now, as the interviewing managers and all other stakeholders involved now have a clear understanding of where they lack and what needs to be done,” he adds.

This feature is now live across its central and zonal offices and the TA Team shares a consolidated feedback with the functional and zonal leaders and HR business partners on a monthly basis.

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