retention strategies for the contact centre & bpo industry
DESCRIPTION
How to retain TALENT within your Contact Centre by making use of Skills Development initiatives that not only grows the Individual but your Organisation and the Industry at large. Partner with a quality Training and Development provider to delve into the solutions available to the Industry, making use of the funding avenues to assist (where possible)TRANSCRIPT
OMNI HR CONSULTING INSERT
HR & OPS EXEC Forum for Contact Centres: 12/09/2013
_____________________________________________________________________
“As an organisation, we need to ensure that we continiously align ourselves with the
industries that we serve. Understanding how to work within and leverage benefits
from the system that goven our clients is critical for gaining maket advantage while at
the same time ensure our clients best interest is at heart. Our main order of business
is to ensure we create a platform that allows us to align and partner with our clients
in order to meet their unique needs in the Skills Development arena.”
In order to remain on the cutting-edge, this is a task that OMNI does not take lightly
as we believe not only in continuous professional development (our benefit) but using
our expertise to bring creative, fresh and customised solutions to meet our clients
needs.
OMNI recently attended an HR Forum hosted in Cape Town (much like the Forum we
attending today), where industry experts shared their insights on trends in a South
African context benchmarked Globally in respect to Learning and Development, Social
Media as Learning Tool, Talent and Retention Strategies and Remuneration to name
but a few.
The topic of significant focus for us that linked to the Contact Centre and BPO
industry, which we serve, is that of Retention Strategies. A struggle of high attritrion
rates and loss of talent and skill is a constant battle within our booming industry.
There are many dimensions and variables to take into consideration when talking
about a topic this big. Evaluating this in a one dimensional context though. Ponder on
the following: “How can (we) create a workplace that attracts and retains a talented
workforce?” Research completed by Dr Mark Bussin and shared at the Forum
considered a study that was completed by over 500 participants on reward
preferences. Below is an outline on the categories1 that play the most influential on
individuals’ decision to be attracted to an organisation, remain or be motivated to
perform at a higher level than they currently are.
1 Extracted from www.hrfuture.net
OMNI HR CONSULTING INSERT
HR & OPS EXEC Forum for Contact Centres: 12/09/2013
_____________________________________________________________________
So what tools do we have available to address tha gap experiened in Career and
Performance Management? One strategy is to create a Learning Ladder that can
address both the Performance and Career Aspirational needs of staff within the
Contact Centre space. An avenue that could be explored is the Skills Programmes and
Qualifications at our disposal geared to assist with attraction, retention and
development of staff at various levels within our Contact Centres.
OMNI thrives on the opportunities to discuss these initiatives in relation to your
organisational needs that is presented to us. It is our passion and links strongly to our
values of being solution-focussed, client and learner centric. We will not take on a
project that we are not 100% sure we will deliver with both Quality and Excellence.
OMNI HR CONSULTING INSERT
HR & OPS EXEC Forum for Contact Centres: 12/09/2013
_____________________________________________________________________
To find us and arrange for a mutually beneficial engagement please contact us on:
Web: www.omnihrc.com
Tel: 021 685 9160 or Email: [email protected]
Facebook: www.facebook.com/pages/Omni-HR-Consulting
Innovation and New Business Manager : [email protected]
Managing Director: [email protected]