Benchmark your management and leadership pipeline.
Question: Do I have people internally who could become excellent first-line managers, or should
I look outside the company? An international customer contact centre wanted to appoint new first-line managers who would boost customer satisfaction and sales. It needed to know if its focus should be on internal promotion or on extending its recruitment programme.
The organisation compared the talent in the marketplace with internal candidates across four behaviours linked to success in contact centre manager roles.
Contact staff globally Company
Market leader ? Skills gap ? ? ? Find out if you have the
leadership team you need to succeed in your sector.
Working with people
Analysing
Adapting & responding to change
Leading & supervising
Answer: Your internal candidates may struggle to succeed as first line managers, as they fall below the benchmark for the sector. Consider the effectiveness of your internal development approach and increasing external recruitment.