resourcing
putting skills and competencies at
the heart of your business
Martin Blacher
Marketing Directorwhat we do
QPC helps the world's leading companies to improve their business
performance by enabling their customer service operations to surpass their
operational and strategic goals.
Our MI, integration, workforce optimisation and capability management
systems combined with education and consulting services have a substantial
track record of reducing costs, increasing revenues and improving both
customer and employee retention within contact centre and other service
environments.
hello
• About QPC
• Integrated Talent Management - Integrated Resourcing, another view
• Skills and Competency Management within ITM
about QPC
• 1981 Callscan established - developed ACD MIS for Ericsson, Siemens and Nortel,
owned TCS renowned for workforce management before sale to Aspect
• 1992 Quality Plus established - pioneered workforce management, quality monitoring
/ performance management and eLearning in Europe
• 2002 merged to create QPC providing MIS and workforce optimisation solutions in
EMEA and APAC
• 2006 - 2007 acquired TCC Global to provide consulting and modelling solutions to
assist strategic decision making and KnowTime in Sweden to strengthen European
presence
• 2008 - Sold IEX TotalView workforce management practice to NICE
- Created Bace One, a separate Autonomy (etalk) business unit in the UK
- Acquired Perimeter Technology for NA presence and experience in
developing and supporting enterprise MIS for contact routing
- Created a new business unit in the MEA
a global company
Perimeter New Hampshire North America QPC Europe Birmingham London Mold, UK QPC Europe Helsingborg, Sweden QPC MEA Dubai, UAESouth Surra, Kuwait
QPC APAC Melbourne, Australia QPC MEA
Johannesburg South Africa
our customers
• We work with world class companies in the European, North American,
Middle East - African and Asia Pacific regions:
solutions map
Consulting - operational and strategic Account management
Workforce management
IEX TotalView hosted & managed services
QPC Aladdin schedule fairness QPC Saly payroll management Workforce management
IEX TotalView hosted & managed services
QPC Aladdin schedule fairness QPC Saly payroll management MIS Pro100 VU-ACD QPC MIG Adapt 5 – real time & historical reporting
Barista - Business Intelligence MIS MIS Pro100 VU-ACD QPC MIG Adapt 5 – real time & historical reporting
Barista - Business Intelligence
Back office management
Agent Activity Track Work Management Centre Desktop Connect Process Monitor Trigger Back office management
Agent Activity Track Work Management Centre Desktop Connect Process Monitor Trigger Integration solutions
Integration solutions--QPC Integration Layer (QIL)QPC Integration Layer (QIL)
Training & education services
BTEC Career Path for Contact Centres QPC Results performance development WFM123 Res Plan - 456 Res Plan - Intraday
Training & educationservicesservices
BTEC Career Path for Contact Centres QPC Results performance development WFM123 Res Plan - 456 Res Plan - Intraday
Support
Engineering & project management Professional services Total Capability Management QPC Séntrel Learning management Skills management Virtual classroom Total Capability Management QPC Séntrel Learning management Skills management Virtual classroom Home worker management TeamTonic® Scheduling Communication Performance Management Home worker management TeamTonic® Scheduling Communication Performance Management
Source:Talent Management Systems, Leighanne Levensaler Principal Analyst, Bersin & Associates 2008
integrated resourcing and
integrated talent management
What is it and what are the challenges?
• Silos of activity
• Governance
• Priorities
• Decentralised budgets
• Independent technology
• Inconsistent data standards
Source:Talent Management Systems, Leighanne Levensaler Principal Analyst, Bersin & Associates 2008
integrated resourcing and
integrated resourcing
Séntrel - Total
Capability
Management
Workforce management Recruitment Performance management Succession planning Critical skills gap analysis On-boardingTraining & coaching
Total Capability
Management
skills & competency
frameworks
1
2
3
4
5
6
7
integrated resourcing
Workforce management Recruitment Performance management Succession planning Critical skills gap analysis On-boardingTraining & coaching
Total Capability
Management
skills & competency
frameworks
2
3
4
5
6
7
1. Workforce management
• What skills are available for scheduling • Accurate agent-skill profiles for routing
‘power behind the number’ • Skills acquisition planning from
resource team’s ‘what-if planning’ • Setting of skill requirements for HR
and L&D
1
Séntrel - Total
Capability
integrated resourcing
Workforce management Recruitment Performance management Succession planning Critical skills gap analysis On-boardingTraining & coaching
Total Capability
Management
skills & competency
frameworks
3
4
5
6
7
1
2
2. Recruitment
•‘Teaching ducks to climb trees’ - an accurate skills profile to recruit against •Accurate requirements for numbers of skills now and in the future - linked to resource planning
•Shared data enables web based and eRecruitment
Séntrel - Total
Capability
Management
integrated resourcing
Workforce management Recruitment Performance management Succession planning Critical skills gap analysis On-boardingTraining & coaching
Total Capability
Management
skills & competency
frameworks
4
5
6
7
1
2
3
3. On-boarding
•On Brand - brand competencies within frameworks (managers & agents) ensure understanding and reinforces identity •Granular understanding of skills enables accurate Training Needs Analysis (TNA) to eliminate ‘sheep dipping’ and use training resources effectively and efficiently
Séntrel - Total
Capability
Management
integrated resourcing
Workforce management Recruitment Performance management Succession planning Critical skills gap analysis On-boardingTraining & coaching
Total Capability
Management
skills & competency
frameworks
5
6
7
1
2
3
4
4. Performance management
•Create skills and competency sets to drive performance and quality management KPIs•Allows better TNA aligning learning and development activities to operational and strategic goals
•Drive skill values from existing performance and QM technology
Séntrel - Total
Capability
Management
integrated resourcing
Workforce management Recruitment Performance management Succession planning Critical skills gap analysis On-boardingTraining & coaching
Total Capability
Management
skills & competency
frameworks
6
7
1
2
3
4
5
5. Training & coaching
•Align training and developmentinterventions - eLearning, mentoring and class room training - to close skill gaps •‘50% waste’ better TNA, aligning learning and development activities to operational and strategic goals
•Career path planning - what skills are required for current role and the next
Séntrel - Total
Capability
Management
integrated resourcing
Workforce management Recruitment Performance management Succession planning Critical skills gap analysis On-boardingTraining & coaching
Total Capability
Management
skills & competency
frameworks
7
1
2
3
4
5
6. Succession planning
•Identity those with the best skills to move upwards within your organisation and plan ahead for the future
•Calculate the cost of up skilling to
transform individuals to meet succession needs
6
Séntrel - Total
Capability
Management
integrated resourcing
The Talent
Management
process
Workforce management Recruitment Performance management Succession planning Critical skills gap analysis On-boardingTraining & coaching
Total Capability
Management
skills & competency
frameworks
1
2
3
4
5
6
7. Critical skills gap analysis
•Identity skill weaknesses that may pose a threat to your business
•Make sure that you can achieve compliance both now and in the future
