People Plan
OC2
utilises a flexible
staffing model in order to accommodate clients’ varying needs.
Selection and development are the foundation stones of OC2’s
people plan.
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Selection
Staff are selected for their
"values-fit" as well as for their competencies. Competencies required are:
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Verbal and written communication
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Customer focus
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Tenacity
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Stress tolerance
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Continuous learning
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Flexibility and adaptability
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Organisation
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Empathy
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Judgement
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Job-specific skills
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Hand-picked team members
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Development
Training is conducted
in-house. It commences with OC2 and client brand-alignment followed
by soft skills training. These are followed by product, process and
systems training. Transfer of learning takes place via intensive one-on-one coaching
in the production environment. In
addition to job specific training, an ongoing focus is to equip people with
job and life skills that they would not otherwise have acquired,
particularly staff with an aptitude for call centre management.
Senior positions are filled from within in order to ensure ongoing
alignment with the OC2 Vision and Values and also to provide agents with a
meaningful career path. High potential agents are given exposure via
a mentorship programme and seconded into short-term campaigns whenever
possible. When they have acquired the basic skills required, they
serve as trainees for a period of three to six months before being
promoted.
OC2’s long-term goal is
to make a real contribution to broad-based economic empowerment by
developing staff who could go on to start their own businesses, especially
in the call centre industry.
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