In today’s global market, companies are finding different ways to leverage outsourced Workforce Management (WFM) talent. Outsourcing WFM talent is one of the best ways to get high-quality services while keeping costs low and efficiency high. However, finding the right talent is just half the battle, the other half is training and developing them to ensure they can keep up with changing market trends and deliver maximum value.
Following are some best practices for training and developing your outsourced WFM talent:
1. Clear Communication
The first step in training your outsourced WFM talent is to establish clear and consistent communication. It is essential to have a communication channel that enables you to convey your expectations, guidelines, and requirements to your WFM talent. Also, the communication process should be transparent to ensure that the outsourced team is aware of the company’s goals and objectives.
2. Comprehensive Training
Comprehensive training is another key component to develop and train outsourced WFM talent.
The training program should be aimed at equipping the team with the necessary skills, knowledge, and tools to provide high-quality WFM services. The training program should cover topics such as forecasting, scheduling, real-time management, and adherence management.
3. Provide Ongoing Support
Providing ongoing support is essential for developing your outsourced WFM talent. You should provide support and feedback to the team after the initial training period to help them improve their skills and knowledge. This could involve mentorship, coaching, or regular workshops.
4. Regular Evaluations
Regular evaluations are another critical element of training and developing outsourced WFM talent. Consistent evaluations help to identify areas of strength and weakness, as well as areas that require additional training. This can help to ensure that the outsourced team is continually improving their skills and knowledge.
5. Encourage Collaboration
Collaboration is an essential element of developing and training outsourced WFM talent. Encouraging collaboration between your in-house team and your outsourced team helps to break down silos and enables the exchange of best practices. This can lead to increased efficiency and effectiveness across the team.
Communication and collaboration tools such as Slack and Okappy can help create a feeling of being part of a team even though people are operating in different areas.
6. Celebrate Success
Celebrating success is an important part of developing your outsourced WFM talent. Recognising and celebrating your team’s successes can help to improve motivation and engagement. This can involve rewards, incentives, or team-building activities.
In conclusion, outsourcing WFM talent is a cost-effective way for companies to improve efficiency while maintaining quality service. However, proper training and development are essential to get the best results from outsourced WFM talent.
By establishing clear communication, providing comprehensive training, providing ongoing support, regular evaluations, encouraging collaboration, and celebrating successes, companies can build a strong outsourced WFM team that can deliver exceptional results.
