Human resources are a major asset that must be built upon to guarantee customer relationship centers with high and long-lasting performance. The key lies in the quality of human resources management.
Achieving success in remote customer services depends primarily on the staff and the quality of the service they provide. Similarly, customer satisfaction is dependent on the satisfaction, welfare and proficiency of customer advisors.
Hence, The Acticall Group views investment in human resources as essential to promoting its development. It aims at promoting remote customer relationship related professions and skills as well as the values that are essential to maintaining a nondiscriminatory workplace.
"The main resources our contact-making business relies on are... its employees. 80% of our total revenues go to our workforce. That's because above all, our human resources are our added-value.
Wishful thinking or economic necessity? How do you put these intentions into practice? First of all, everyone needs to be involved. Secondly, it calls for concrete action in each company. That's what The Acticall Group has set out to do on a daily basis."
Laurent Uberti, President of The Acticall Group
In line with the standards set by the Social Responsibility Certification, The Acticall Group is committed to supporting remote customer service professions and promote the professional development of its employees in a favorable working environment.
Its two main objectives are the following: to fight all forms of discrimination and enhance inclusion, job retention and skills development of all employees, regardless of their profile.
The human resources management policy within The Acticall Group. An interview with Helena Louçano-Jeugnet, Director of The Acticall Group Human Resources Department
How is HR management essential to company performance?
"Employees are at the heart of major strategic choices. HR management is hence becoming more than ever one of our priorities. The Group's policy is fundamentally focused on professionalization, because remote customer relationships covers professions requiring specific skills. As a matter of fact, these professions offer many advantages, beginning with easy access."
What are The Acticall Group's key commitments with respect to its employees?
"We are committed to promoting nondiscrimination and integration of all candidate profiles, regardless of education or work experience. We also encourage the inclusion of candidates without professional qualifications and who have difficult access to employment, helping them achieve long-standing professional development. The Acticall Group Corporate University provides continuous training in client relationship techniques, enabling them to achieve the required skills. A professionalization program then provides our employees with the means to develop those skills."
How do you promote career progression?
"Assisting employees in career development is precisely the second area of strategic focus in terms of HR management within The Acticall Group. The Acticall Group offers real opportunities for career mobility through the very significant growth rate enjoyed by our company. Internal promotion is a real means of leverage in social development, fostering upward mobility. All of these issues entail a stringent implementation of our HR policy. From recruitment to training, all our methods follow strict procedures. Results are then analyzed and evaluated periodically. Regular communication with managers regarding the objectives of our HR policy is vital to its success."
What are the keys to success regarding your HR management strategy?
"At The Acticall Group, our HR management is built with positive and valuable social relationships in mind. We steer our management in an open, straightforward manner vis-à-vis employee representatives. "
