Last updated on
2024年9月30日
How are contact centers embracing diversity and inclusion in their hiring and training practices?
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Diversity and inclusion are often used together, but they have distinct meanings. Diversity refers to the representation of different identities, backgrounds, perspectives, and experiences in a group or organization. Inclusion refers to the extent to which those diverse individuals feel valued, respected, and supported in their work environment. A contact center that is diverse but not inclusive may have high turnover, low morale, and poor performance. A contact center that is both diverse and inclusive can foster a culture of belonging, collaboration, and excellence.
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Contact centers are embracing diversity and inclusion in their hiring and training practices. They are implementing unconscious bias training for hiring managers, expanding recruitment efforts, reviewing job descriptions, offering internships and apprenticeships, providing diversity and inclusion training for all employees, implementing mentorship programs, offering specialized training, and ensuring training content is inclusive. Performance management involves reviewing evaluation criteria, providing unconscious bias training, and tracking diversity metrics to monitor progress and hold leaders accountable.
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One company I worked at took all identifying formation from resumes, letters so just the qualifications of education and work history would be used for hiring. Hire the best, regardless of any other issues. It is divisive to a workplace to NOT have D&I be included in every decision, every policy, procedure, volunteer events. When you know the company has D&I built into at a base level, it gives confidence that it will be carried through in the future
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Diversity and Inclusion should always be ‘hand in glove’. Whilst no Leader of a Contact Centre would deliberately focus on more Diversity and less Inclusion, said Leader should be aware of unconscious bias in their Organization and remedy. It’s not a difficult process to ask for feedback from the front of the organization through round tables and employee surveys.
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Contact centers are embracing diversity and inclusion by: 1. **Defining Diversity and Inclusion**: Diversity includes various identities, backgrounds, and age groups. Inclusion ensures everyone feels valued. Both are key to a thriving workplace. 2. **Age Diversity in Hiring**: As populations age, contact centers are prioritizing workers over 50, recognizing their experience and skills as vital assets for a strong workforce. 3. **Inclusive Training**: Training programs now focus on diversity, cultural sensitivity, and age inclusivity, ensuring all employees feel appreciated. A diverse, inclusive workforce boosts collaboration, retention, and performance.
Embracing diversity and inclusion in a contact center starts with the hiring process. It’s important to ensure that the hiring process is fair, transparent, and unbiased by using inclusive language and images in job ads and career pages, expanding sources and channels of talent acquisition, implementing structured interviews and assessments that focus on skills and competencies, reducing unconscious bias and stereotypes in hiring decisions, and providing feedback and support to unsuccessful candidates.
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As a leader in business intelligence, I can't stress enough the importance of a diverse and inclusive workforce. It's not just about ticking boxes; it's about bringing a wealth of perspectives and ideas to the table, which can lead to innovative solutions and a competitive edge. By focusing on skills and competencies during the hiring process, contact centers can ensure they're not missing out on top talent due to unconscious bias. And remember, it's not just about hiring diverse candidates, but also about nurturing an inclusive environment where everyone feels valued and empowered to contribute. ?? #DiversityInHiring #InclusiveWorkplace #ContactCenters
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In almost all organizations, the Talent Team do the hiring across all functions so in larger Contact Centers the relationship between the Talent Team and Contact Center Leader is vitally important to be open, transparent and meaningful so the Talent Team can understand what the Contact Center needs in terms of personal profile for a candidate - rather than just a role to be filled
Embracing diversity and inclusion in a contact center is an important step, and one way to do this is through training. Ongoing learning and development opportunities should be provided to employees to increase their awareness, knowledge, and skills on diversity and inclusion topics, such as the business case and benefits, legal and ethical aspects, concepts and terminology, common barriers and challenges, and best practices. These training sessions should be interactive, engaging, and relevant for all levels of the contact center, from agents to managers to leaders.
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Embracing Diversity and Inclusion is not just the purview of the Contact Center - but must come from the CEO to permeate right across the Company.
Embracing diversity and inclusion in a contact center requires measuring it. This entails collecting and analyzing data on the current state and progress of diversity and inclusion in the contact center, and using it to inform decisions, actions, and improvements. Contact centers can measure diversity and inclusion using metrics such as the composition and distribution of the workforce by various dimensions of diversity, turnover, retention, promotion, and satisfaction rates of different groups of employees, participation, completion, and feedback of diversity and inclusion training programs, customer satisfaction, loyalty, and retention rates by different segments of customers, as well as innovation, productivity, and profitability outcomes of diverse and inclusive teams. To ensure accuracy, measuring diversity and inclusion should be done regularly, transparently, objectively, with stakeholder feedback and input.
A fourth step to embrace diversity and inclusion in a contact center is to celebrate it. This means recognizing and rewarding the achievements, contributions, and successes of diverse and inclusive employees, teams, and customers, as well as creating a positive and supportive work culture. To do this, contact centers can share stories of diversity and inclusion champions and role models, organize events that appreciate the diversity of their community, provide incentives for those who demonstrate diversity and inclusion behaviors and values, encourage feedback on how to improve diversity and inclusion, and communicate their vision, mission, and goals of diversity and inclusion to all stakeholders. Celebrating diversity and inclusion should be done frequently, authentically, meaningfully, and with the intention of fostering a sense of pride, belonging, and purpose.
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Celebrating success of your people is a critical function of any team, but it is easy to over-rotate into Diversity and inadvertently create a lack of Inclusion of others. All people are basically good, so any turnover that misrepresents the population is a clear lagging indicator of problems that must be addressed.
Embracing diversity and inclusion in a contact center requires a fifth step: learning from it. Contact centers should adopt a growth mindset and continuous improvement approach to diversity and inclusion, seeking out opportunities to learn from best practices, challenges, mistakes, and feedback. This could involve benchmarking against industry standards and best practices, conducting surveys, interviews, focus groups, and audits to identify gaps, strengths, weaknesses, and opportunities on diversity and inclusion. Additionally, action plans and initiatives should be implemented to address issues and needs on diversity and inclusion. It is also important to monitor and evaluate the impact of the diversity and inclusion efforts as well as share lessons learned with other contact centers. Ultimately, learning from diversity and inclusion should be done systematically, collaboratively, and proactively in order to bring about positive change and innovation.
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