CCMA Ireland Launch Results of Talent Management Survey

Ireland continues to be €˜global hub' for customer services

The research commissioned by CCMA and undertaken by Deloitte shows that demand for talent in the sector is set to grow in the coming years with over half of customer contact centre respondents indicating that they intend to increase employees over the next two years. The research shows that Ireland is an important global hub for customer service talent, stretching worldwide with respondents supporting customers in Ireland (92%), the UK (52%), Western Europe (37%), Eastern Europe (27%), US & Canada (22%), Africa (15%), Asia Pacific (17%) and Latin America (9%). The research report, €œIreland's Customer Contact Sector: Engaging Talent in a Changing Environment€ provides benchmarks and insights around customer contact recruiting, reward, learning and development, and performance management. Career advancement and investing in people are central to attracting and retaining customer contact talent the report shows, while language and technical skills are the key drivers of external recruitment. Dorothy O'Byrne, Managing Director of the CCMA stated:

"Talent in customer contact centres is key to driving growth and clear career advancement and investing in people are central to attracting and retaining that talent. Business leaders need to look beyond compensation for employees and include work life balance, learning opportunities, and tailored recognition programmes as incentives all aligned to organisational culture and employee development goals."

A copy of the report is available to download for CCMA members here. A breakfast briefing presenting the results in details will be hosted by Deloitte on Tuesday 21st June in their offices in Earlsfort Terrace. If you would like to attend please register here.