MANPOWER OUTLINES PEOPLE MANAGEMENT BEST PRACTICE AT CALL CENTRE EXPO
Manpower will be speaking at the contact centre industry’s leading
annual conference, Call Centre Expo 2003 on 16 September at Birmingham’s
NEC. Manpower has over 50,000 contact centre employees and over 1000
clients worldwide and is a one of the largest providers of contact
centre workforce solutions. Manpower’s presentation will also
include new global research showing decreasing levels of staff turnover
in contact centres, a welcome boost for the industry.
Manpower UK was selected by a panel of members from trade associations
and consultants to journalists to speak at a conference session on
People & Workplace at Call Centre Expo. The presentation’s
focus will be on Manpower’s people-centric approach and its
importance in delivering quality customer service.
Annette Lucas, Head of Contact Centres says “Too often, contact
centres are so heavily focused on technology that people management
is sidelined as a management practice. With our approach, we demonstrate
that people are the most important asset to deliver tangible business
benefits both for our clients and our own business. We are delighted
to share a live example of this practice with our case study on Barkers
Norman Broadbent, a provider of human resources and communications
solutions.”
The presentation will outline best practice by sharing Manpower’s
award-winning training programmes, which include e-learning and certified
and non-certified development programmes. It will also outline the
value of community investment prior to recruitment campaigns.
Manpower will also reveal the results of its global multichannel contact
centre survey across 21 countries worldwide, which re-affirms that
contact centres are refocusing resources on people and processes.
According to the survey, staff turnover has improved for all countries
with annual levels for full time employees reaching 17.09%. This is
lower than in previous studies, which placed turnover between 25-30%
on average. The survey also found that the greatest level of training
is given on the use of technology and that lesser emphasis is given
on message formatting and basic written communications skills.
The company’s latest multimedia contact centre in the Scottish
Borders demonstrates Manpower’s people centric approach with
proven business benefits resulting from innovative recruitment campaigns,
well developed training programmes and a range of employment benefits.
Staff attrition at the Borders Contact Centre is less than 10% which
is well below the 40-50% industry average. The centre is breaking
the mould with its age diverse workforce where one in seven of the
workforce is over 50.
For further information, please contact the Manpower Press Office
on 020 8870 2214. Or you can e-mail us by selecting Press Office
from the Contact
Us page.
