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In the latest report by the Customer Contact Management Association (CCMA) and Deloitte future trends were highlighted. Areas which were focused on included talent development and progression within the Call Centre, Business Process Outsourcing (BPO) Industry and trends including;

  • The Industry & Challenges;
  • Skilled Employees and Languages;
  • Back to Basics;
  • Work for Reward;
  • Changing Roles;
  • Seeds of Change and Harvesting Talent;
  • Costs and Benefits.

The Industry

The report highlights Ireland as a global hub within the Customer Contact Centre Industry. These centres located primarily in Dublin and Cork serve a number of global regions such as the United Kingdom or the EU

Skilled Employees in Other Languages

Competitive Talent, Agents and Personnel with extensive language and technical skills, help Customer Contact Centres (CCC) to maintain competitiveness. Language is becoming an important attribute for employers in the field who seek multilingual candidates. The average salary, for those with multilingual skills with experience, is typically higher than that who are only proficient in one language.

Back to Basics

The Employee breakdown highlighted most individuals employed in CCCs are under 30 (60 % of the profile). Millennials’s making the most of this. There is a ratio of both full and part-time roles (92%/78%). This allows for employers to further invest in their staff, such as training and development which is beneficial overall.

Work for Reward

Motivation and rewarding staff are sought through competitive pay and conditions, remuneration in-line with market and pay increases are between 1-5%. For those with increased pay, the talent they provide is a pull factor to the Industry and intra-organisations in the CCC. Interestingly, those that are hired from abroad want to be considered for their skills other than their native tongue. Instead, they want to develop their technical and industry-specific skills. Bonuses are based on individual performance.

Changing Roles

Consumers are the force of change, which has forced organisations to adapt their approach to customer service. The trend of digital and self-service approaches is growing. Customer contact through services such as Live Chat and Social Media usage is increasing at a rate of 15% as the latest statistics show.

Seeds of Change and Harvesting Talent

Ongoing Training & Development is key to standing out and producing results. It is now important for organisations to approach the workplace that engages talent and a shared culture.

Organisations with poor training & development programmes have issues with attrition and progression of employees. A nourished culture is a key quality to retaining staff. Relevant Key Performance Indicators (KPIs) relate to talent and performance

Costs & Benefits

Outsourced services give flexibility and reduced costs to organisations that externalise their non-core operations. Organisations have trust in the processes and procedures of CCC’s.

To Conclude

The findings proved to be extremely useful to us here at Arema Connect. Being an active member of the CCMA, allows us to stay competitive within the Customer Contact sector. The report greatly bought our attention to further talent management and the development of a greater understanding of such key factors that are shaping our industry.

View the Presentation Here


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