In refreshing our Core Values, Bill Gosling Outsourcing (BGO) needed to look to the future and know that our Organization is going in the right direction. One part of that is knowing we are investing our people. Therefore, the second value of Bill Gosling Outsourcing’s Core Values is “Able to Grow, Eager.” Stagnancy is a death knell for an organization, if we are unable to grow, as an organization and as individuals, we will not succeed. But learning is not static, it is not linear and it is not isolated to the boundaries of the office.
What this means for the Company
As an organization, we set goals for regular professional development, and we hold ourselves accountable to these goals. More than that, we have to be self-aware to our own areas of challenge so we can focus on those areas to improve.
From a business standpoint this also means analyzing areas of the business where we lack strength. A common, author unknown, quote states, “Insanity is repeating the same mistakes and expecting a different result.” BGO’s Operational Excellence team assesses our mistakes, missteps and miscues to quickly identify and address these issues, knowing that we will only grow stronger from the experience.
How BGO Remains “Able to Grow, Eager”
BGO’s training programs exemplify the industry standard for developing and nurturing talent. Beyond the on-the-job training provided to our employees, BGO has invested in a partnership with LinkedIn Learning which has provided our Global Flock with access to thousands of training programs on topics related to the business as well as just personal growth training. Since launching the partnership in April 2019, the pilot Goslings have completed over 1200 courses and over 29,000 videos. The pilot program consists of 200 employees from all areas of business and tenure, who were chosen from a blind application process that encouraged the team members to explain how and why they were eager to grow.
Additionally, BGO utilizes our Human Resource Management Software, Workday, to provide all of our staff with more industry, Client and Company specific training. Our learning hub has more than 300 courses on topics from legislative changes to 10 Days to a Better Inbox, and even training on the various parts of our Business Management System.
BGO’s Workforce Management Team works with our in-house analysts to provide real-time feedback to our teams. This team underwent a revamp a few years ago with the goal of getting ahead of new requirements and drive further changes. Traditional forecasting is based on historical data, which is often outdated. BGO’s tools allow for last-minute changes, looking at 4-week weighted averages. We assess changes on call arrivals, volumes and average handling time and use these points of data in forecasting. This allows us to not only react to changes but to proactively apply changes from previous best practices.
What this means for our Partners
Our investments in growing our teams has a lot of benefits for our Partners, we provide our Partners with an exceptional staff that is more than able to handle any challenges that they face. The investment into training and education also helps us to retain top talent. Our top talent knows that we value them and invest in their future, they are more likely to be engaged and apply their knowledge and expertise to our Partner’s portfolio.
Partners know that our eagerness to improve and drive helps their business grow. We learn from our work with their portfolio as well as our other Partners. BGO is constantly assessing feedback from our technology, our Agents and our Partners to figure out how we can run the business smarter and more efficiently. Whether this means training for common issues, investing in a new technology or investing in our workforce management to ensure better overall coverage of our Partner’s campaign.
One Client, a top 5 Peer-to-Peer lending Fintech, added 20 full time equivalency (FTE) to their campaign, which led to Quality Assurance scores dropping to 83%. In reaction to this drop, BGO added an enhanced training regime with a focus on quality and compliance. We paired this training with call calibrations, and real-time feedback to our Agents. We also added tollgates to the training programs to validate the retention of the content. Due to this added attention to training and communication, the quality scores are currently at 88% and improving monthly.
What this means for our Flock
Just as with our other Core Values, BGO wants to work with employees who embody our Core Values, “Able to Grow, Eager” is no exception. BGO wants candidates who are willing to learn and become subject matter experts. We want people who are interested in making themselves better, someone who will seek out the best way of doing things and take advantage of the training programs that we have available.
More than that, we want to work with people who will do what they can to help the company grow, this might mean that they push hard to exceed targets, or it might be referring an ideal candidate. Our Global Flock needs to have a thirst to grow into a better version of themselves because that is essential to our company’s growth. Our ideal team members are never satisfied, always improving and tracking performance to propel our business forward. Driven by our eagerness to grow and deliver.
Click the link below to start a discussion about how BGO’s core values can help your business to grow and succeed. Your Business, our solutions; taking you further.