Don’t hire an employee screening provider without asking about the processes and metrics behind their service claims.

Consumer Reporting Agencies (CRAs), commonly known as background check companies, provide compelling and influential information in a company’s hiring process. A background check reveals critical details about a job candidate, including, but not limited to, employment history, criminal record, and driving history. Like most businesses competing for limited market space, background check companies strive to stand out from competitors. They often make grand claims about their services, such as “lightning-fast turnaround times” or “best-in-class customer service.” Prospective clients new to the employment screening industry struggle to evaluate these statements effectively.

Asking targeted questions can offer insights into how the background check company differentiates itself from competitors and whether it can deliver consistent results. Here are three important questions to help businesses evaluate a potential background screening provider.

Question 1: How Does a Background Check Company Measure Turnaround Time?

Turnaround time is the average amount of time a background check company takes to return a full and completed report on a job candidate to an employer. Employers factor turnaround time into their hiring process, typically seeking a swift turnaround to maintain a streamlined hiring schedule. A seamless hiring process creates a positive candidate experience and keeps the candidate engaged in the hiring pipeline. Slow turnaround times can delay the hiring process, potentially frustrating candidates to the point where they withdraw from consideration.

However, striking the right balance between speed and accuracy is critical for any background check provider. Although some CRAs claim turnaround times of instant or same day, most reputable providers return completed reports within one to two business days.

A high on-time completion rate indicates a background check company’s reliability in meeting deadlines, which is essential for maintaining an efficient hiring process.

When evaluating a background screening company’s turnaround time, focus on the process it uses to source and vet its information rather than just the time it takes. Many different reports can be run on a candidate, but not all are accounted for in a CRA’s average turnaround time. Clarify which reports are included in the turnaround time claim. Another important metric is the on-time completion rate, which measures the percentage of reports completed within the agreed timeframe. A high on-time completion rate indicates a background check company’s reliability in meeting deadlines, which is essential for maintaining an efficient hiring process.

Consistency in meeting deadlines indicates a background check company’s operational efficiency and ability to handle volume without compromising quality. Request data on turnaround times over several months to ensure steady performance, even during peak periods. Transparency is equally important. Obtain clear, detailed reports on turnaround time metrics, including any factors that might cause delays, such as complex or multi-jurisdictional reports or those requiring third-party information.

Question 2: How Does a Background Check Company Measure Its Customer Service?

When all other factors are equal, customer service can make or break a relationship with a screening provider. Good or bad customer service is instantly unforgettable. In the employment screening industry, great customer service is efficient, reliable, responsive, friendly, and solution-oriented. Poor customer service is often marked by long wait times, convoluted automated telephone systems, and complicated processes that require duplicative information.

While most background check providers aim to deliver quality customer service, they may measure success through different touchpoints and metrics. Carefully assess these factors and align them with business goals when considering a background check provider. Three distinct hallmarks of excellent customer service in the background screening process are response time, communication delivery, and issue resolution.

Response time is exactly what it sounds like. How long does it take a background check company to answer your call (or email, text, direct message, or form request)? Given the impact of turnaround time on the hiring process, the connection between response time and customer service is clear. Slow response times may negatively impact turnaround time, adversely affecting the hiring process and leading to customer dissatisfaction. Background check companies that prioritize response times of one hour or less typically achieve high customer satisfaction ratings in the employee screening industry.

A dedicated, domestic single point of contact and human-centered communication platform also signal strong customer service. A domestic customer service team, led by a dedicated account manager, is often more knowledgeable about U.S.-based legal requirements and regulations regarding background screening, especially the Fair Credit Reporting Act (FCRA), a key law governing U.S. background checks. The average length of employment within the customer satisfaction team is also telling; a team with low turnover likely reflects stability, experience, and a deep understanding of client needs.

Lastly, a background check company must staff a dedicated communication line with a human, not an AI chatbot or automated service, to ensure efficient and compliant responses to queries and complaints. High numbers of unresolved issues could indicate systemic problems or a lack of resources within the customer service team.

Question 3: How Does a Background Check Company’s Integration Ecosystem Support My Organization’s Growth?

Most employers use software to streamline hiring. Maybe it’s an Applicant Tracking System (ATS) or Human Resources Information System (HRIS). Whatever it is, employers must ensure a background check company integrates with its current systems and can seamlessly fit into existing workflows. And, they need to think ahead.

The value of a background check company’s integration ecosystem extends beyond immediate needs. While compatibility with current systems is the initial priority, a broader integration ecosystem offers significant long-term benefits. A company with an array of integrations can adapt to future changes in technology infrastructure. For instance, if an organization switches from one ATS to another a few years down the line, a background check provider with a large integration ecosystem can accommodate this change without requiring a switch in vendors. This flexibility prevents service disruptions and ensures continuity in background screening operations, regardless of changes in front-end technologies.

A well-established integration ecosystem provides confidence the background check company can support growth and scale. As organizations expand and their technology stack evolves, a provider with diverse integration capabilities can continue to meet their needs. This adaptability allows businesses to take advantage of new technologies and systems without compromising the quality or consistency of their background checks.

A well-established integration ecosystem provides confidence the background check company can support growth and scale.

A well-established integration ecosystem provides confidence the background check company can support growth and scale. As organizations expand and their technology stack evolves, a provider with diverse integration capabilities can continue to meet their needs. This adaptability allows businesses to take advantage of new technologies and systems without compromising the quality or consistency of their background checks.

Choosing a Background Check Company

Effectively evaluating a background check company may require a slight change in approach. Instead of asking about outcomes, focus on the process; rather than asking about results, zero in on measurable activities. These insights will help any business determine whether a background check company’s claims are too good to be true.

About the Author:

Tricia O’Connor is a content marketing consultant, strategist, and writer. She has extensive experience supporting organizations in heavily regulated industries such as background screening, health technologies and medical devices, and employment and labor law. For more information, view her LinkedIn profile and writing portfolio.

About First Choice Background Screening:

First Choice Background Screening, is a leader in the background and drug screening industry. Serving over 600 clients nationwide, from small businesses to Fortune 500 companies across regulated industries, First Choice ensures compliance with state, federal, and industry regulations. Headquartered in Broward County, Florida since 1996, First Choice is a certified Woman and Minority Owned business and Disadvantaged Business Enterprise.