In today’s digital era, the role of HR has been at risk of being downgraded to a position different from those that come into core business goals. Furthermore, the challenges of handling operations with a constantly evolving workflow made the HR leaders emphasize on improving workplace productivity to assist businesses in staying ahead of their competitors. This gives birth to the concept of Strategic Human Resource Management (SHRM).
Let’s stop pretending that the hiring process is a lottery.
It really doesn’t have to be like this.
Recruitment, especially in tech, is seriously hard work. Even just for one new team member. Listing a job, sifting through applicants, interviewing them, re-interviewing the best, negotiating an offer… It’s a lot. Imagine going through all of that, finally hiring a candidate, and waiting for their start date to arrive – only to discover that they’re totally wrong for the job, and completely at odds with your company values.
The pandemic led to the adoption of more remote and hybrid work options, which has helped unlock a global workforce. While BPO/KPO companies had unprecedented access to global talent, call center employees too had greater work opportunities. The consequence? Outsourcing companies started finding it difficult to control turnover and retain their top talent. According to the 2021ICMI report, the average employee turnover rate in a contact center was 58% year on year.
