Talent development is key

TRAINING: BPOs focus on facilitating staff movement.

BPOs are increasingly taking a multi-pronged approach to developing and retaining talent, according to the latest research by Manpower and the Hay Group, based on interviews with HR heads at BPOs.

A vital component of this approach is training for new skills, processes or functions, which focuses on facilitating vertical and horizontal movements of employees.

BPOs' attrition management strategy, the report notes, encompasses recruiting, provision of career growth opportunities, training, employee development for skills building, incentives and counselling.

Apart from initial training, which equips candidates with the basic skills needed to perform, refresher training conducted at regular intervals keeps employees aware of any changes and enhancements to processes.

There is also a growing realisation of the need for career development and for providing opportunities; and the movement of high-performing agents to management and leadership roles is increasing, the report says.

Initiatives for employee development undertaken by BPOs are of four kinds.

First, internal job postings and preference for current employees over others facilitate horizontal growth for employees.

Second, movements to the parent company or client organisations allows global exposure and mobility (short-term or permanent) and leads to process knowledge and international exposure.

Third, career development planning helps meet the long-term career aspirations of employees.

Finally, in-house and distance education programmes enable employees to "learn while they earn".