Strategies for Promoting Employee and
Organizational Development in the BPO Sector
JEWEL DANIELS RADFORD

Great Companies Develop Talent
“Becoming a great company is about
Working Smart
Thinking Strategically
and Engaging your Team Members
to become passionate about what they do
and how they contribute”
- Jewel Daniels Radford

 How do we build a company that will last for generations?
 How do we maintain a strong corporate culture now that we
have hundreds, or even thousands, of employees?
 How do we work productively to ensure that we maintain a
strong brand presence in the marketplace?
 How do we position ourselves to remain a leader in our industry,
thwarting new players who will challenge our very existence?
Great Companies Develop Talent

Development Looks Like?
Encourage,
Support,
Remove Obstacles,
and
Provide the necessary Resources
to help Employees Excel
“No one wants to work for a boss who doesn't take an interest in their
development , who doesn't help them deepen their skills or learn new ones
and who doesn't validate their contributions.”
- Monique Valcour, Harvard Business Review

ASSESS
ENGAGE
MEASURE
Strategies for Development

Strategies for Development
ASSESS
 Practice Inquiry vs. Advocacy
 Seek Input from your SMEs and Feedback - Ask HVQs
 What type of support would best help increase your ASAT
scores?
 What aspect of Coaching do you find most challenging when
working with agents?
 Listen for understanding

Strategies for Development
ENGAGE
 Leverage Feedback to Design Development Strategies
 Immerse Employees in Projects, Plans and Processes
 Stretches skills
 Fosters creativity
 Drives collaboration
 Nurtures innovation
 Exposes potential blind spots

Strategies for Development
MEASURE
 Currently – Data: KPIs and Benchmarks
 Annual Feedback Surveys
• What, if anything, did this person learn that was new?
•How, if at all, did this person use the new learning in some sort of
job-specific behavior?
•Did the usage of the learning help to produce any sort of
worthwhile outcome?

Strategies for Development
MEASURE
Design evaluation performance areas and success indicators.1
Create an impact model that defines potential results and benefits.2
Conduct 360° survey of program participants versus non-participants.3
Conduct in-depth Focus Group sessions and interviews.4
Leverage technology- e.g. OfficeVibe, eNPS and others5
CLOSEOUT:
Develop conclusions, write action plans and
implement needed changes. Ex. eNPS

Professional Development helps to
retain your best employees,
ensure customer satisfaction,
increase product sales,
foster satisfied colleagues and reporting staff,
fuels effective succession planning, and
deeply imbeds organizational knowledge and learning.
Promoting Employee and
Organizational Development

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