Engaging Talent Equates To
Retaining Talent
Organizations like GC Services understand the BPO industry continually evolves,
and in order to retain quality talent, it is imperative that there is a documented engagement program in place. A successful engagement program has the following key aspects: a positive work environment, growth opportunity and hands-on management.
Motivational Environment
Agents who feel appreciated will partner with their company to provide better customer interactions. For this reason, management continually works to promote a positive and motivational environment, while making it a fun place to work. We have contests, non-monetary and monetary incentives, awards, opportunities for community service, catered lunches, personal recognition, ice cream socials, and dress-up days.
Investing In Future Experts
We invest in our agents, and give them the necessary skills to become industry experts by providing an avenue for them to have a career and not merely a job. It all begins with our progressive Job Enrichment Training program, which allows our employees an opportunity to gain additional skill sets. This level of support is the catalyst for our promote-from-within culture, where 90 percent of our managers and 72 percent of our executives began their career as an agent with GC Services.
Employee Recognition
GC Services’ floor supervisors play a key role in employee recognition and encouragement. They make a point of having meaningful contact with each agent every day. Whether it is a simple “hello,” a conversation about performance, a motivational suggestion, a positive comment, or coaching after quality monitoring and observation, the personal touch lets our agents know that our supervisors have a vested interest in their daily work.