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Human Resources, Contact Centre and Enterprise Ireland

Human Resources will always be a hot topic for the Contact Centre environment for the simple reason that our sector is primarily driven by people. Training and employee satisfaction are key elements for the success of any contact centre. Our last employee survey revealed that 95% of our employees are happy or very happy working in Call Management. However, we welcome any opportunity to keep improving.
Enterprise Ireland recently hosted a workshop and networking event on the “HR Function in an SME”. Sean Hickey, our HR/Operations manager attended this event.

The objectives of this workshop were to examine how to manage HR issues in the absence of a dedicated resource, such asSean Hickey holding the Excellence Through People accreditation

  • Key requirements of a Performance Management system,
  • An overview of objective setting
  • Effective recruitment strategies
  • Retaining and motivating staff
  • Aligning staff to the overall strategic goals of the organisation

Some of the topics that were discussed included:

Company Policies

Based on the information given, Sean was confident that this is a strong area for us as we are continuously updating our company policies and procedures.
Our company policies help us demonstrate our commitment to strong ethics and training as well as our commitments in relation to regulation and corporate governance of our employees. Our policies are reviewed on a yearly basis and take into consideration our ISO 9001 and the Excellence Through People accreditation.


A case study on the challenges of recruiting someone in a foreign country was also presented to the attendees. The increase of our “out-of- Ireland” number of clients and the recent launch of Arema Connect is driving us to look into the recruitment of a sales person in the UK. In order for us to do so we may:

  • Outsource recruitment
  • Provide in-house training
  • Send our sales person to the UK to obtain new leads
  • Provide support from our head office

If you would like to meet our team, please send an email to info@callmanagement.ie and we will be delighted to show you our office.

This entry was posted on Wednesday, May 22nd, 2013 at 3:30 pm and is filed under News. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.

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