In recent years, a growing body of research has conﬁrmed what many have long known to be true: employing those from all walks of life is better for business. Workers from different backgrounds help bring a fresh perspective to business problems, and society as a whole is better off when ﬁrms are more inclusive.
Firms led by women, for example, tend to be not just more proﬁtable, but also more socially responsible—and they provide better customer experiences. Meanwhile, ﬁrms with higher levels of racial diversity may generate more sales revenue than less diverse competitors.
Diversity also facilitates the recruitment of the best talent. Younger workers are more diverse than their elders, and, at the same time, they regard diversity as an important feature among potential employers.
Yet, even as some business leaders are embracing employees of different backgrounds many others are struggling. Some just issue statements championing the cause of diversity while continuing to conduct business as usual. This white paper explores the components of successful diversity initiatives, and how businesses can beneﬁt from fostering a more open and inclusive atmosphere.
This report provides a snapshot of the industry from the perspective of program leaders. This document reveals current practitioner thinking on Outsourcer program structure, performance challenges and opportunities, and future changes.
Execs In The Know, with sponsorship from Inspiro, fielded this study to better understand the Outsourcer program landscape. A total of 44 individuals responded to the survey, and responses were collected via email in November and December 2021.
- Satisfaction with Outsourcer performance is high, with more than three-quarters (84%) of respondents Very Satisfied or Satisfied with partner results. Top-ranking attributes include Agent Quality and Performance, Adequate Staffing, and Transitioning to Work-From-Home (WFH).
- Although overall satisfaction is high, leaders identified additional opportunities to improve staffing, quality, and performance, highlighting the need for Outsourcers to increase focus in these areas.
- Concerns associated with the WFH environment remain an important issue among program leaders. Chief issues include Agent Engagement/Supervision (68%) and Training/Coaching (59%).
- Although 62% of leaders made changes to partner portfolios in the past 18 months, future change is uncertain. Only 26% have plans to alter their portfolios, and 45% are unsure about future changes.
- Program leaders believe that additional dialogue is needed to continue to improve the industry, particularly concerning Overflow and Flex Staffing Solutions (40%), Optimizing WFH and Hybrid Models (35%), Agent Recruiting, Hiring and Onboarding (33%), and Agent Training and Coaching (33%).
The global economic transition towards the post pandemic world carries challenges which enterprise CX managers need to resolve. In this Ryan Strategic Advisory whitepaper, you’ll discover how a quality CX operation can sustain CX excellence in these rapidly-changing and disruptive times.
Ryan Strategic Advisory provides an in-depth discussion on the ever-growing need for resiliency and why the Philippines is at the heart of CX business continuity. Key discussion points include:
- The most common and important business disruptors that can adversely impact CX delivery
- The risks of having a centralized CX delivery model
- Business case on why the Philippines should be part of your CX resiliency strategy
The saying ‘business never sleeps’ is very accurate. So too is the assertion that no time of the year is like any other. In fact, companies in a growing number of sectors are finding that their ability to respond to changes in demand throughout the calendar can mean the difference between a great customer experience and one that falls short of expectations.
These past months around the globe, no matter what country a call center agent physically sat in, government policy affected business – most notably with the need to migrate employees from a brick-and-mortar to an at-home environment, even outside the call center industry.