Designing a value proposition to attract, engage and retain the right talent

Client problem

“As the needs of our Customer Support team have evolved,we’ve found it harder to design a people experience that responds to these challenges and prepares us for the next phase of growth.”

— Head of Contact Centre

What we did

We conducted a tailored diagnostic review of the contact centre, including external best-practice comparisons, to understand how the current people experience was supporting or constraining their growth.

We interviewed executive leaders and enabling functions to explore expectations of the contact centre, desired capabilities and career aspirations.

Based on these insights, we developed recommendations to improve the employee value proposition.

Outcome

“The insights provided through this review have been invaluable in helping us shape a unique and attractive proposition for current and future employees.”

— Head of Contact Centre

Results and deliverables

Completed a comprehensive review of the contact centre operation.
Developed 8 recommendations spanning recruitment, onboarding, cross-functional collaboration with product teams, KPIs, remuneration, roles, structure and location.
Identified strategic insights to reposition the contact centre as a strategic enabler of CX innovation.
Designed a career pipeline that can be used by the contact centre, HR and recruitment to identify, develop and retain talent.

Methodology

Tailored Diagnostic review

Future State Operating Model design

Qualitative interviews

External benchmarking