integrated resourcing

Transcription

1 integrated resourcing putting skills and competencies at the heart of your business Martin Blacher Marketing Director QPC Limited. All rights reserved. 18/07/2008

2 what we do QPC helps the world's leading companies to improve their business performance by enabling their customer service operations to surpass their operational and strategic goals. Our MI, integration, workforce optimisation and capability systems combined with education and consulting services have a substantial track record of reducing costs, increasing revenues and improving both customer and employee retention within contact centre and other service environments.

3 hello About QPC Integrated Talent - Integrated Resourcing, another view Skills and Competency within ITM ipod bribery - Questionnaire

4 about QPC 1981 Callscan established - developed ACD MIS for Ericsson, Siemens and Nortel, owned TCS renowned for workforce before sale to Aspect 1992 Quality Plus established - pioneered workforce, quality monitoring / performance and elearning in Europe 2002 merged to create QPC providing MIS and workforce optimisation solutions in EMEA and APAC acquired TCC Global to provide consulting and modelling solutions to assist strategic decision making and KnowTime in Sweden to strengthen European presence Sold IEX TotalView workforce practice to NICE - Created Bace One, a separate Autonomy (etalk) business unit in the UK - Acquired Perimeter Technology for NA presence and experience in developing and supporting enterprise MIS for contact routing - Created a new business unit in the MEA

5 a global company QPC Europe Helsingborg, Sweden QPC Europe Birmingham London Mold, UK Perimeter New Hampshire North America QPC MEA Dubai, UAE South Surra, Kuwait QPC MEA Johannesburg South Africa QPC APAC Melbourne, Australia

6 our customers We work with world class companies in the European, North American, Middle East - African and Asia Pacific regions:

7 solutions map Consulting - operational and strategic Account Back office Agent Activity Track Work Centre Desktop Connect Process Monitor Trigger Workforce IEX TotalView hosted & managed services QPC Aladdin schedule fairness QPC Saly payroll MIS Pro100 VU-ACD QPC MIG Adapt 5 real time & historical reporting Barista - Business Intelligence Home worker TeamTonic Scheduling Communication Performance Total Capability QPC Séntrel Learning Skills Virtual classroom Training & education services BTEC Career Path for Contact Centres QPC Results performance development WFM123 Res Plan Res Plan - Intraday Integration solutions - QPC Integration Layer (QIL) Support Engineering & project Professional services

8 integrated resourcing and integrated talent What is it and what are the challenges? Silos of activity Governance Priorities Decentralised budgets Independent technology Inconsistent data standards Lack of process and integrated data Source: Talent Systems, Leighanne Levensaler Principal Analyst, Bersin & Associates 2008

9 integrated resourcing and integrated talent Source: Talent Systems, Leighanne Levensaler Principal Analyst, Bersin & Associates 2008

10 skills & comp frameworks

11 skills & comp frameworks

12 integrated resourcing 1 Workforce Séntrel - Total Capability Critical skills gap analysis Recruitment 2 7 Total Capability skills & competency frameworks Succession planning 3 On-boarding 6 Training & coaching 5 4 Performance

13 integrated resourcing 1 Workforce Capability Critical skills gap analysis 1. Recruitment 2 Workforce What skills are available for scheduling Total Capability Accurate agent-skill profiles for routing skills & competency frameworks Skills acquisition planning from On-boarding resource team s what-if planning Setting of skill requirements for HR 7 Succession planning 6 Training & coaching Séntrel - Total power behind the number 3 and L&D 5 4 Performance

14 integrated resourcing 1 Workforce Capability Critical skills gap analysis Recruitment 2 7 Total Capability skills & competency frameworks Succession planning Séntrel - Total 2. Recruitment Teaching ducks to climb trees - an accurate skills profile to recruit against On-boarding Accurate requirements for numbers of 3 skills now and in the future - linked to 6 resource planning Shared data enables web based and Training & coaching 5 erecruitment Performance 4

15 integrated resourcing 1 Workforce Séntrel - Total Capability Critical skills gap analysis Recruitment On-boarding Total Capability On Brand - brand competencies within frameworks (managers & agents) ensure skills & competency Succession understanding and frameworks reinforces identity planning Granular understanding of skills enables 3 On-boarding 6accurate Training Needs Analysis (TNA) to eliminate sheep dipping and use training resources effectively and efficiently Training & coaching 5 4 Performance

16 integrated resourcing 1 Workforce Séntrel - Total Capability Critical skills gap analysis Recruitment Performance Total Capability Create skills and competency sets to drive performance and quality skills & competency Succession KPIs frameworks planning Allows better TNA aligning learning and 3 On-boarding 6 development activities to operational and strategic goals Drive skill values from existing performance and QM technology Training & coaching 5 4 Performance

17 integrated resourcing 1 Critical skills gap 5.analysis Training Workforce Séntrel - Total Capability & coaching Align training and development Recruitment 2 7 interventions - elearning, mentoring and class room training - to close skill gaps Total learning Capability 50% waste better TNA, aligning and development activities to operational and strategic goals skills & competency Succession Career path planning - what skills are frameworks planning required for current role and the next 3 On-boarding 6 Training & coaching 5 4 Performance

18 integrated resourcing 1 Critical skills gap analysis Workforce Séntrel - Total Capability 6. Succession planning Identity those with the best skills to move Recruitment 2 7 upwards within your organisation and plan ahead for the future Total Capability Calculate the cost of up skilling to transform individuals to meet succession needs skills & competency frameworks Succession planning 3 On-boarding 6 Training & coaching 5 4 Performance

19 integrated resourcing 1 The Talent 7. Critical skills gap analysis Workforce Critical skills gap analysis Identity skill weaknesses that may pose a threat to your business Recruitment Make sure that you can achieve 2 7 compliance both now and in the future Total Capability Succession planning skills & competency frameworks 3 On-boarding 6 Training & coaching process 5 4 Performance

20 skills & comp frameworks

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