bringing out the best in people
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The Secret is Out
“The Secret is out” unpacks how over 50% of all South African contact centres have successfully used learnerships to reduce their labour costs while attracting and retaining quality people.
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On Track for Growth
The contact centre industry is one of the few sectors of the economy that has been creating jobs in the recent past. Over 100 000 jobs have been added to the economy between 2003 and 2008. This article discusses the various skills development initiatives that have helped the industry develop the people necessary to sustain such rapid growth.
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Understanding Learnerships
This document examines the benefits of learnerships and how global best practices in human resource management have been integrated into a unique South African solution.
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Human Capital as a Force Multiplier, White Paper
This White Paper examines how people, process and technology can be optimally combined to grow revenue and profit, increase customer satisfaction and retention, and develop a sustainable competitive advantage. It focuses on how managing people correctly becomes the foundation of success, and covers the following areas: exceptional recruitment and training, connecting employees directly with the goals of the organization via well-crafted job descriptions, and continuous performance feedback.
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The Incidence and Payoff in Employer Training, John Bishop, Cornell University
“Is it really worth spending that much money on training?” is question that many a human resource practitioner has had to grapple with. This report is a scientific study by the University of Cornell addressing questions such as: How does the type of training vary across individuals and organizations? Which has more impact: on-the-job training or off-the-job training? What is the impact of different types of employer training on the productivity of individuals and work groups? What is the right amount to invest in training?
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Engagement: The New Competitive Advantage, Peppers & Rodgers
People (both employees and customers) are integral to winning in today’s world. Customers and employees must not only be satisfied, not only loyal, but must also be engaged. This white paper deepens the understanding of engagement as a key component of a company’s competitive advantage: a recognition of why it is so critical today, a realization that it can be measured and managed, knowledge of what drives it, and an appreciation of its multifaceted impact on the business—plus tools, tips, and techniques to get going.
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Benefits of the Skills Strategy for Employers
This informative brochure by the Department of Labour explores the elements and benefits of South Africa’s Skills Development Strategy.
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Learnerships
The Department of Labour produced this introduction to learnerships that explains what they involve and how companies can use them to their own advantage.
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Decent Work in the BPO sector
Decent work for all has become one of the government’s key priorities. Adelaide Matlajoane argues in this article that all the criteria that define decent work can be found in contact centres. According to the ILO and WTO this includes: creating freely chosen, productive jobs for women and men; jobs that are in safe, healthy, participatory work environments and that afford them decent and equitable remuneration, social protection and, whenever possible, professional development.
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Helpful Links
- Department of Labour: This webpage by the Department of Labour has several interesting documents to guide those interested in learnerships.
- BPeSA: Business Process enabling South Africa (BPeSA) is the national industry association representing the interests of the Business Process Outsourcing & Offshoring sector in South Africa.
- Department of Trade & Industry: In order for South Africa to become a preferred international outsourcing destination, the Department of Trade and Industry (the dti) has introduced an incentive programme to attract investment in the sector. This site describes the various initiatives and incentives that are available.
- Department of Higher Education & Learning: This government department is responsible for both vocational and academic education in South Africa
- Business Trust: The government has identified Business Process Outsourcing and Off shoring as a priority sector for the attraction of investment and creation of jobs. It was determined that business and government should work cooperatively to develop and execute a strategy that would make South Africa a preferred location for off shored business processes. This site provides valuable information on how South Africa is positioning itself to attract foreign companies.
- Services SETA: The Services Sector Education and Training Authorities (Services SETA) has been established to ensure that the skill development needs for the Services Sector are identified and addressed. This site provides comprehensive information regarding the Authority, its structure and its functions and covers both general areas as well as information specific to Employers, Training Providers and Learners.