Leveraging talent during tough times. Keeping costs down and customer service up during the current downturn in the economy is paramount and it requires you to avoid expensive turnover, get discretionary effort from all employees, and get them to work together.
In addition, we are heading into a severe labor shortage as well as the challenges of a continuing diverse workforce as baby boomers retire and generation Y continues to enter the workforce. Securing, leveraging, keeping top talent, and getting employees working together to serve the customer is only going to get harder.
Those that invest in talent management and organization development now will be the most competitive today and in the future.
With our services you can avoid expensive hiring errors, decrease turnover, and increase productivity. In addition, you will align your organization's goals with employee goals for high workforce performance, employee satisfaction, and retention.
Prevent
theft, absenteeism, and negligent hiring. Failure
to check a candidate's background and integrity can have devastating
effects on your finances and reputation. The average cost
of absenteeism per employee annually is $645 and the average
cost of theft is $2000.
Predict
job success and reduce turnover. Assess and hire
for job match. Productivity and employee retention are outcomes
of a good job match. You have a 75% chance of making a good
hire when job match is added to the traditional hiring process
and only a 14% chance of hiring a top performer with interviewing
only. Use sales personnel, customer service, and call center
assessments to select and coach top performers.
Result:
A bank reduced turnover from 29% to 7%, a 75% reduction in
turnover with the use of the Profile PXT job fit and honesty/work
ethic assessments.
Develop
your managers and leaders.
Use job match, 360 degree feedback, online training, and succession
planning to select, develop, promote, and retain top leaders
and managers. Great leaders have higher revenue, quality and
customer satisfaction and lower employee turnover.
Result:
The Checkpoint 360 Degree Feedback System and follow up online
training improved manager competency scores significantly
in 94% of 18 competencies.
Motivate
and engage the heart and mind of your employees;
give them personality assessment data for self improvement
and assist their managers to understand their employees and
to coach them to high performance. Set customer service standards
and provide customer service training.
Use
team analysis and team building. Provide teams
with concrete data to improve their effectiveness. Develop
cross functional teams and put them to work analyzing and
improving your business processes and workflows to achieve
a shared understanding across functions, collaboration, creativity
and efficiencies.
Result:
At
KLA-Tencor team building resulted in a 20-40% increase in
team effectiveness behaviors.
A
dissatisfied customer tells at least 20 people about your
poor service. Use a proven tool and process, the Customer
Service Profile to achieve and sustain superior customer service.
Result:
A 25% increase in customer satisfaction ratings was achieved
by a luxury hotel with the use of the Customer Service Perspective.
One
study found the annual sales revenue of a top performing salesperson
was $179,000 more than the revenue of a low performer. Use
the Profile XT Sales Report or the Profile Sales Indicator
to select, coach and keep top sales professionals.
Result:
A drug company increased total sales 33% and repeat sales
16% using the PXT.
Establish
baseline measurements such as employee turnover rates, sales
revenue, customer satisfaction, time to market, absenteeism
rates, and manager performance scores. Implement assessments
and track changes in baseline measurements and return on human
capital investments.
Leveraging talent during tough times. Keeping costs down and customer service up during the current downturn in the economy is paramount and it requires you to avoid expensive turnover, get discretionary effort from all employees, and get them to work together.
