“Staff are retained holistically through new-hire enablement and on-boarding transformation, an improved new-employee experience, and learning and development.”
Concentrix Corporation is a top five global business services company with more than 100,000 personnel across 125 locations. Concentrix provides end-to-end business services which focus on a client’s business imperatives and works towards improving their business outcomes by strengthening the customer experience, revenue generation and service optimisation.
A global operation by design, the entire corporation is connected via a global technology infrastructure, enabling its associates to handle one over billion diverse transactions annually. Concentrix leverages specialised expertise to create customised, high-value solutions in the industries of banking and financial services, healthcare, insurance, technology, consumer electronics, media and communications, retail and eCommerce, travel and transportation, automotive, energy and public-sector relations.
Concentrix has a holistic approach towards staff retention. It focuses on new hire enablement, on-boarding transformation, an improved new hire employee experience, and a commitment to on-going learning, development and staff engagement. To manage its global talent, the corporation uses two global systems, Fusion and Taleo. These programmes handle HR management from the staff side and the recruiting side, respectively. Globally, Concentrix intranet handles all staff internal information and policy needs.
With its emphasis on the value of people, Concentrix has launched a 20/20 learning target across all staff with additional learning Programmes including Global Team Leader Academy. Global consistency means that we can offer leadership programs that align all Leaders with the skills required to deliver their job role. Staff across all career levels have access to standard training courses. The company also implemented an early warning indicator (EWI) to help people managers reduce attrition and have rolled out quarterly site town halls and account town halls.
The company also provides development and advancement opportunities from front line staff to professional service roles, thereby establishing clear career development for all staff. All staff have opportunities to learn and implement that learning through coaching, mentoring support and self-
assessment. Job architecture project groups have created a globally-consistent job leveling
structure which has been cascaded to all staff, providing career growth visibility within
Concentrix. Concentrix also supports a dedicated, global Learning and Development Team.
To ensure staff well-being and productivity, the Human Resource department focuses on retention rather than attrition. The Human Resources team collaborates with the company’s business and functional teams in building a coaching environment and strives to ensure best fit from talent acquisition. HR also looks at providing development Programmes to equip employees with adaptive skills to respond to the demands of business. Building further skills encourages mobility both vertical and horizontal. It also helps staff expand their expertise and become more well-rounded. There is also a strong culture of recognizing all staff as partners in culture building.
Town hall meetings are carried out at different levels. All the businesses and functions conduct
respective town hall meetings to discuss their teams’ state of affairs. The Country Manager
travels to the different sites to conduct the country-level town hall meetings and shares
updates, organisation changes and country financial status. The President also steers the
monthly country and/or geo leadership meetings. The President provides the financial health of the company, shares organisation-wide highlights and more importantly, witnesses the presentation of
the Unsung Heroes for the month. Unsung Heroes are employees world-wide who exhibit exemplary
performance and manifest the value statements of the company.
The Philippines office has promoted nearly 2,900 staff members in the past year. To communicate and provide self service to its 24,465 talented and largely millennial staff, the corporation created the eCare app, which allows staff to access healthcare information and submit claims globally. All Human Resources policies and standards are documented online, and is thus easily accessible to all staff via the app. The Philippines office’s voluntary staff turnaround is on a downward trend. As of July 2017 staffing has shown a 23.40% reduction from the company’s Q1 baseline, a figure which is lower than the industry average.
All Philippines employees are offered the Learn to Learn module, University Linkages courses, Life in the BPO Industry and Surviving the First Six Months at Work. External training programs include Harvard Manage Mentor, Toastmasters, Developing Web Applications and Services in ASP.NET, Warehouse and Inventory Management Training, Brand Innovation and Design, the 17th Marketing Diploma, Category Management and Software Testing among others.
Internal Training offers leadership courses such as Brilliant @ the Basics, Coach to Lead, Learn to Lead,
Delivery Leaders Programme, Top Talent and Succession Planning Framework. All employees are offered the Learn to Learn module, University Linkages courses, Life in the BPO Industry and Surviving the First Six Months at Work. External training programmess include Harvard ManageMentor, Toastmasters, Developing Web Applications and Services in ASP.NET, Warehouse and Inventory Management Training,
Brand Innovation and Design, the 17th Marketing Diploma, Category Management and Software Testing among others.
Other employee commitment and engagement perks include Family and Theme days, team building, BPO Radio Voice Wars, Payday Bazaar, Halloween Trick or Treat and Family Fun Run, year-end activities and birthday goodies. Employees are also invited to be part of financial awareness fairs, health screenings, vaccination programmes, self-defense classes, participation at the Metro Manila Pride March, and a variety of fitness classes. They also incentivize employees with perks via partnerships with numerous establishments nationwide and have brokered preferential rates with banks for staff home, car and personal loans. There is also an established practice of rewarding loyal employees who have clocked one, five and ten years of service, along with awards for excellence, top performers, most outstanding employees and unsung heroes.
Concentrix Corporation is the only organisation in the world to achieve COPC Certification at baseline audit. It is also the only organisation in the world with the most entities certified to the latest COPC OSP Standard. Globally we have invested in training more than 350 of our leaders on the COPC Standards who have been successfully certified as “COPC Implementation Leaders,” 250 of them are based in our offices in Asia. The corporation also boasts one Certified Master Blackbelt in Six Sigma, 101
certified Greenbelts and five certified Blackbelts.
Concentrix Corporation deserves Best Company to Work for of the Year because of its emphasis on the well-being of its staff and the understanding that well-trained, well-rewarded, happy staff are better equipped to give their best to the clients. The company’s focus on the happiness and well-being of its staff has led to improved customer satisfaction, with staff members consistently winning client awards for their excellence and talent. Concentrix’s corporate awards, client awards and industry analysts’ accolades are a testament to why they are one of the best companies to work for in Asia.
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As One Of Asia’s Top Leadership and Sustainability Players