As enterprises continue to seek strategic values from their
outsourcing engagements, a skill gap has emerged. The kind of skills
available and which the organizations need from their own people are
distinctively different. These skill gaps leave the company unable to
capture the sustainable business outcomes they are hoping to achieve.
Organizations need to do better job
harnessing the power or talent of their people as a means of driving
value to the business beyond cost reduction. Higher level skills are
required for higher level goals. Companies should focus on improving the
talent management process of theirs to hire, develop, engage and retain
the right talent to realize the promise of BPO.
Let’s have a look at three of the main practical steps that both enterprise and its BPO provider must focus on to address the skill gap:-
Change The Mindset – Employers need to provide meaningful work, clear career paths, personal and professional growth for all workforces- those delivering the outsourced service, the ones who are managing the receipt of the service and the ones who are benefitting from it. It simply means instilling a sense of pride in employees for their own organization. I also mean monitoring, taking actions and measuring actions on employee engagement. Leaders need to project the right behavior and help energize their team as they welcome new way of working.
Develop Formal Training Curriculums For Managers – Skill sets beyond those required to oversee basic operations must be aimed at for the development of skills for outsourcing managers – it turns out as important as a client receiving the service and managing the service contract as it is for the service provider.
Change The Mindset – Employers need to provide meaningful work, clear career paths, personal and professional growth for all workforces- those delivering the outsourced service, the ones who are managing the receipt of the service and the ones who are benefitting from it. It simply means instilling a sense of pride in employees for their own organization. I also mean monitoring, taking actions and measuring actions on employee engagement. Leaders need to project the right behavior and help energize their team as they welcome new way of working.
Develop Formal Training Curriculums For Managers – Skill sets beyond those required to oversee basic operations must be aimed at for the development of skills for outsourcing managers – it turns out as important as a client receiving the service and managing the service contract as it is for the service provider.
For increasing the job satisfaction or advancing the company’s objectives for its major outsourcing engagements, a company, for e.g. can mandate three hours of weekly training in outsourcing governance for its managers. There are quality programs available for third parties while most of the organizations functions lack the depth and scale to develop the specialist program in this area.
Revamp Skills Expectations And Competency Models For Retained Team – Organizations need to move beyond the old talent perspective that is primarily focused on operational skill sets. By redefining job competency models of the individuals managing service providers, some are looking for strategic skills. Existing personnel had been experts the way things been done for years. Except for the view towards future’s possibility, they make some new hires with proven experience in driving innovation.
Revamp Skills Expectations And Competency Models For Retained Team – Organizations need to move beyond the old talent perspective that is primarily focused on operational skill sets. By redefining job competency models of the individuals managing service providers, some are looking for strategic skills. Existing personnel had been experts the way things been done for years. Except for the view towards future’s possibility, they make some new hires with proven experience in driving innovation.
The collaborative nature of BPO relationship has large implications for how talent is sourced, engaged and developed. Enterprise leadership needs to have the capability and desire to transform the approach in managing and developing the talent and at the same time BPO service providers must step up to the talent challenge. In the coming BPO age, what’s needed is a leadership commitment to make investments in time, energy and resources that can turn talent into a differentiating factor.
SureVin is set up to facilitate in developing and upgrading the skills of students and growing Indian workforce through skill development programs. Skills development service provides a range of courses aimed at building confidence, improving your transferable skills, and increasing your employ-ability potential.
SureVin is set up to facilitate in developing and upgrading the skills of students and growing Indian workforce through skill development programs. Skills development service provides a range of courses aimed at building confidence, improving your transferable skills, and increasing your employ-ability potential.
In today’s economic climate, companies think carefully before hiring graduates and new recruits. Now that degrees are becoming norms, additional skills like leadership, presentation and communication skills allow employers to differentiate from pools of candidates.
SureVin’s comprehensive solutions on Training (Skill and Development Program) offer services for corporate/institutional/industrial sectors. We help people to upgrade and enhance their knowledge and skills. The experts conduct training session on the same. Below are some of our training programs:
- Domestic BPO
- Sector Specific Trainings
- Retail
- Computers and Technology
- Telemarketing Services
Thank you for sharing a great article. Joining management skills programs really take career a step ahead.
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