Industry Talent Composition & Improvement Areas to Foster Growth
The 1st Outsource2Jamaica Symposium & Expo was held on April 11-13, 2018 at the Montego Bay Convention Centre, Montego Bay, Jamaica.
This BPO event hosted by the BPIAJ (Business Process Industry of Jamaica) is the 1st of its kind to be held in Jamaica bringing together a diverse group of global experts, technocrats, local entrepreneurs, Government officials, BPO leaders, buyers and service providers at the first ever Outsourcing Symposium and Expo in Jamaica. It was a great opportunity to network and interact with key stakeholder’s in the BPO industry and listen to presentations made by experts in the industry.
Debra Fraser, CEO for Caribbean HR Solutions, presented on “Industry Talent Composition & Improvement Areas to Foster Growth”. She examined the need for training in the BPO sector and possible improvements that could be made to the existing training avenues. She highlighted the importance of having pre-trained candidates and the need for assessments to determine the skills and talents of individuals prior to training as this will help to boost productivity and profitability.
Here are four steps that need to be used by the training institutions and the organizations in the BPO sector to ensure that they receive the best performance from their employees.
- Better Pre-Assessment of natural giftings, skills, and attitudes and desire.
- Assess #1- What industry and job is this job-seeker best suited for? BPO, Finance, Hospitality? Entertainment? Construction? -assessed for industry ‘fit’ – not just typing and talking, but a deeper and more objective assessment of natural proclivities
- Assess #2 – If the person is suited for the BPO industry, what type of BPO job are they best suited for: Sales? Collections? specialized in areas like Customer Service, Sales, Collections and Technical Support, comprising while others Virtual real estate schedulers, remote data analyst, remote payroll administrators, virtual Executive assistants,
- Use objective assessment tools. i.e psychometric assessment, computer-based test etc
- Use technology to ensure the assessments can be fairly administered and administered in mass. If you have the discipline to screen persons ‘out’, then you will need a much higher number of persons to screen in order to supply providers with necessary requirements. We have developed a Prescreening Psychometric screening tool, cloud-based skills and personality assessment which our clients use to ‘weed out’ and find the best candidates.
- Begin to use the same objective approach in selecting and accepting students for supervisory and leadership development courses. here is a large training gap in the BPO sector particularly as it relates to the training of middle-level management. Some BPO companies, for instance, Sutherland, Teleperformance, and Startek have invested heavily in training and development internally and this has contributed significantly to their sustainable growth.
In Summary, finding the right fit requires employers to source true talent. Employers in the BPO industry can achieve a greater ROI when more time, effort and resources are invested in effectively assessing raw talent by leveraging the use of technology and specific assessment tools.