Career Pathing Strategy Session

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Business Issue - Contact center turnover is a primary concern for managers who are tasked with justifying training dollars and held accountable for the impact that attrition has on customer satisfaction, service level, and overall team performance and morale. Typically, the contact center is seen as a stepping stone to a more valued position within an organization. Wave upon wave of new hires come through the center and receive valuable insight into products, services, processes, and procedures only to move to other departments or competitors, which reap the benefits of their training.

Omega Performance’s Solution - Omega Performance’s Career Pathing Strategy Session assists contact center managers in defining activities and milestones that can be used to create a development plan for representatives, whether their goal is to grow within the department or become a valuable contributor to the organization as a whole. Omega Performance consultants work with managers to:

Determine the optimal “life of a representative”

Define incremental milestones that elevate representatives in their roles

Highlight courses and certifications that structure performance criteria and subsequent career movement

Identify reward and grade-level standards

What Is Included

During the two-day onsite engagement, the following four areas are addressed:

Review of job descriptions and grade levels
Understanding of knowledge tiers
Investigation of available representative training
Mapping of job movement

An additional day is devoted to the creation of a detailed project plan for career pathing implementation based on the information gathered in the session.

Results You Can Expect

A definitive career path for contact center representatives
Increased representative job satisfaction
Decreased representative attrition
Improved contact center productivity and efficiency

Who Should Be Trained

The Career Pathing Strategy Session is for the contact center management team.

Prerequisites

Participants should have some familiarity with assets and liabilities, personal financial statements and tax returns, and the requirements of Regulations Z and B.