Win War Against the Skills Shortage



Win War Against the Skills Shortage

May 2008  Print

As Australia’s skills shortage worsens, businesses are faced with the challenge of not only retaining staff, but recruiting quality employees with the right qualifications.

The contact centre industry is one of the worst-hit by the skills shortage and has extremely high staff turnover rates.
Historically many organisations have made the decision to offshore their contact centre to try and overcome these challenges. But this has also meant that core skills have been offshored and companies have lost touch with their front line employees, as well as faced many issues pertaining to culture and communication.

More recently, businesses have recognised the importance of keeping their contact centre in Australia and skilling up their contact centre workers to encourage professional growth and company commitment.

Phrixus Technologies has taken this approach and partnered with DDLS to overcome its recruitment challenges.

 

A Tailored Recruitment Strategy with DDLS
Phrixus Technologies Pty Ltd (Phrixus) is an IT business solutions specialist and reseller for small to medium businesses. It provides ongoing service and support to customers through its service desk.

As an SMB, the company found it was over-looked by graduates who were drawn to the higher starting salaries of larger organisations.

Phrixus needed quality staff who possessed both technical as well as communication skills to be an effective contact centre worker.The company engaged with DDLS to employ a trained candidate for its contact centre.

Under its SpecIT® program, DDLS facilitates information seminars to attract candidates for service desk positions. It then coordinates a selection and training process which gives candidates the skills they need (such as Microsoft Windows Desktop Technician and contact centre communication skills) for the job.

The candidates are then placed in positions at their chosen employer.

 

Outsourced Training and Recruitment: The Benefits
DDLS reduced Phrixus’ cost of recruitment by 25 percent with SpecIT®. It also gave Phrixus more time to focus on other development training for existing staff.

This had significant effects on Phrixus’ cash flow and resource management.

"We needed more time for customer service, rather than recruitment," said Alex Day, Account Manager at Phrixus.

"With SpecIT®, we received guaranteed, trained candidates, while the recruit received free training and a guaranteed job. DDLS really understood our business and specific needs."

DDLS conducts regular seminars for organisations needing to recruit service desk workers. To find out when the next seminar is closest to you, please visit DDLS.