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Outsourcing has become popular among businesses worldwide because it makes cost reduction and operational efficiency easier to attain. More importantly, the practice has brought companies closer to global industry experts.
Business process outsourcing (BPO) organizations boast a diverse and broad talent pool. Service providers allow client companies to leverage their human resources (HR) and access their skills to address their critical needs and budget limits.
How do outsourcing vendors attract and retain top talent? Continue reading this article to explore BPO firms’ talent management strategies.
Ways BPO firms boost talent acquisition and management
A scalable talent pool at competitive pricing is what BPO primarily contributes to a business. Service vendors employ workers capable of completing front- and back-office tasks swiftly and effectively, even during hectic periods.
However, since the outsourcing industry is constantly in high demand to help client companies achieve cost efficiency, employees often experience burnout. Keeping them motivated and engaged in a high-pressure environment is also challenging, affecting overall productivity and job satisfaction.
Providing clear career paths and opportunities for advancement is complex due to high turnover rates, project-based work, and flat organizational structures. Other reasons include limited budgets, diverse client needs, geographical dispersion, and rapid technological changes.
Third-party providers must address these issues before they can recruit and keep the best employees. Reliable BPO companies develop and implement robust talent management strategies in these ways:
Execute innovative recruitment and onboarding methods
The recruitment and onboarding process is critical in acquiring and retaining employees. This first interaction influences candidates’ perception of the company and their decision to accept a job offer. A positive experience encourages them to stay with the organization in the long term.
BPO employers value first impressions. They tailor their talent acquisition and onboarding efforts to target specific demographics and skill sets. They attract their desired candidates through the following practices:
- Create detailed but compelling job postings highlighting key roles, qualifications, and benefits.
- Maintain a solid online presence through official websites, social media accounts, and professional networking platforms.
- Optimize artificial intelligence (AI)-powered applicant tracking and recruitment tools to make data-driven decisions when screening and selecting candidates.
- Ensure transparent and timely responses during the recruitment and onboarding process.
- Provide an engaging remote hiring and onboarding experience that includes virtual workplace tours, digital training modules, and video conferences.
- Personalize welcome messages from HR managers, teammates, and executives to make new hires feel more appreciated.
- Distribute comprehensive orientation materials outlining company culture, products, services, and strategies.
- Assign friendly onboarding buddies or mentors who facilitate the new hire’s smooth integration into the company.
- Celebrate milestones during onboarding, such as the completion of training modules, by giving compliments, certificates, or small rewards.
- Collect feedback from the new hires regarding their experiences and recommendations to improve the process.
Offer competitive compensation and benefits packages
BPO firms offer competitive base salaries proportionate to the employees’ skills, professional experiences, and qualifications. The income varies based on roles, responsibilities, and geographic locations.
Many employees consider health and retirement plans as the most significant benefits. Service vendors highlight these significant perks by providing comprehensive health insurance coverage to full-time workers and their dependents. They also support government savings or pension programs to help the workforce prepare for retirement.
Similar to other industry stakeholders, BPO companies also have policies for paid time off covering vacation days, sick leaves, emergencies, and holidays. They also abide by regulatory rules on overtime pay.
For instance, Philippine providers adhere to the government’s night differential policy. They provide night-shift workers an additional 10% of their regular pay per every working hour between 10 p.m. and 6 a.m. PHT.
Invest in continuous career development and training
BPO training and career development programs equip workers with the skills and industry-specific knowledge necessary to excel. In addition to teaching in-house policies and procedures, these activities ensure awareness of clients’ products and services.
Furthermore, providers offer on-the-job and cross-training opportunities that help workers learn and develop new skills while accomplishing daily tasks. Other career development and training programs BPO companies deliver are as follows:
- Team leaders regularly provide coaching and feedback to guide employees in addressing potential issues and improving their work performance.
- BPO employers encourage and support workers in obtaining relevant industry certifications by funding courses, providing study materials, and hosting workshops.
- A BPO company’s in-house HR team assists staff members in setting career goals and determining skill development opportunities.
- Providers invest in executive training and succession planning programs to prepare workers with high-performance scores for leadership roles.
- Support vendors organize brown-bag sessions and knowledge-sharing forums to foster a continuous learning culture.
Host creative workforce engagement programs
Besides formal training, BPO companies emphasize creative employee engagement programs as part of their talent management strategies. They aim to establish a positive work environment, increase job satisfaction, and retain workers. These efforts include:
- Employee recognition initiatives to acknowledge employees’ milestones
- Team-building activities to strengthen camaraderie among workers
- Wellness programs to boost physical and mental health
- Employee resource groups (ERGs) to create a sense of belonging and community
- Innovation challenges to spur employee creativity and empowerment
- Company gatherings to foster team spirit and socialization
- Community engagement efforts to stimulate social awareness and responsibility
Provide flexible work settings
According to Owl Labs’ 2023 report, flexibility makes workers feel more productive, balanced, and loyal to their employers. Most are willing to accept pay cuts for a remote or hybrid work setup, while some might leave their positions if the work arrangement is unfavorable.
BPO organizations value such demands. Thus, they offer remote or hybrid work options for new and existing employees and implement flexitime schedules to let team members work independently. These advantages allow workers to better balance their job and personal commitments, encouraging them to stay with their employers.
Service providers invest in modern telecommuting technology to enhance remote or hybrid work experience. This scalable infrastructure includes video-conferencing apps, project management platforms, and desktop solutions. Outsourcing vendors also implement robust measures to safeguard sensitive data and privacy while completing tasks online.
The bottom line
The BPO industry comprises experienced professionals who take over routine functions so clients can focus on core business competencies. But before companies can benefit from outsourcing services, service providers must take critical steps to advance their hiring process and talent management.
From continuous training to flexible work arrangements, outsourcing vendors ensure their employees receive the optimal perks to boost daily performance, improve satisfaction, and foster loyalty.
Do you want to learn more about how a BPO company’s talent management strategy benefits your business? Let’s connect and discuss how Unity Communications promotes employee wellness and service quality.
