Chapter 3
Mind the skills gap
Just as certain customer expectations are universal across the industry, there are a number of wider challenges on the horizon that all manufacturers need to overcome in order to continue moving forward. And the most pressing is the war for talent.
Every sector is struggling to identify, attract and retain employees with the right skills. But for many manufacturers, the problem is more pronounced as organizations find themselves in a situation where they need to grow and diversify their business and connect with customers in different ways. As such there’s a demand to build out both the core and non-core aspects of the business at the same speed.
Partnering with the right BPO organization can alleviate much of this pain. The leading providers who can demonstrate expert knowledge and understanding of the manufacturing sector will be able to provide the right levels of customer experience support and delivery and will be able to recruit and train the right team of CX professionals for engaging with customers and elevating your brand perception.
However, this only addresses one part of the problem. The most effective way of identifying workers with the right skills is to start by looking within. Elevating the capabilities of existing employees not only empowers the people within the business, it strengthens company culture. And it needs to start by conducting a learning needs analysis.
Key takeaways
Outsourcing can be a key component of any long-term strategy for closing skill gaps.
Make lifelong learning and skills development a cornerstone of company culture.