What IT Contractor’s want from their Agencies.

Churlish recruiters should hone their customer service skills so they start treating contractors like valued clients and not expendable resources, the UK IT industry has been told.

Issuing the alert, the Association of Technology Staffing Companies (ATSCo) said employment agencies need to “better appreciate” the contribution temporary workers make to UK IT.

Contrary to the popular belief that contractors want to shun agencies, the lion’s share say they simply want a smooth running platform through which to supply their ICT services.

“Contractors are ultimately interested in services that will have a tangible impact on their income,” said Ann Swain, chief executive of ATSCo, which commissioned the study into contractor needs.

“What they really want is for their relationship with the agency to improve – so that they receive a service that is trouble-free and mutually beneficial in the long term.”

This includes an agent being aware of the contractor’s skill set and their ability to provide back-to-back contracts, which factor in job preferences such as location/ proximity to home.

But almost a third of contractors expect agents to go one step further, to provide advice on tax and red tape issues that impact a contractor's working practice.

“Recruiters must ask whether what they are doing is valued by the contractors themselves,” Swain continued.

“They want a consultant that…can help them manage their tax bill through a thorough understanding of IR35 and other relevant legislation.”

Aside from contractual/tax advice, and other perks like training and regular face-to-face meetings, 10 per cent of contractors now expect agents to run dedicated contractor care teams.

Although the results stem from a small IT base - a mere 200 readers of Shout 99 - they lend support to the idea that the contractor-agency relationship is due an overhaul.

Last month, Computer People unveiled a rapid response service desk for its 5,000 IT contractors, while a new venture, 1Game Agent, offers ‘career managers’ to its freelance developers.

“Recruiters need to alter their attitude so that they better appreciate the role of contractors and temps within the industry,” said Ann Swain.

“They have to begin to treat the people they place as clients, rather than simply a resource. Good customer service can deliver benefits to both contractors and recruiters alike.”

Meanwhile contractors were agreed that a “basic minimum level of service” should be the norm for agencies – defined as recruiters being honest, helpful with interviews, CVs, and timely payment.

Though ATSCo conceded such aspects are often “taken for granted” by some, they still have more pulling power than networking events and agents trying to befriend the contractor.

In fact, the association found just 2 per cent of contractors value the social skills of agents, indicating the majority of freelancers want to make contacts independently.

“Contractors attach less importance to having a consultant that is a drinking buddy,” Swain said.

“As vital as building a relationship with their contractor is, it is important that recruitment advisers are experts on their client and the area they work in and are willing and able to give technical advice on tax and contracts.”

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