RESPONSE challenges outdated working practices

Tuesday, 03 August 2010 00:00

HR Director transforms working conditions and career opportunities.

Julie McIntosh, Human Resources Director at RESPONSE, is spearheading a pioneering strategy to transform the working conditions and career opportunities of staff at the leading customer contact management company.

Julie is leading the way in challenging outdated working practices in the contact centre industry that have led to high levels of absenteeism and staff turnover.

Under Julie’s leadership, RESPONSE is focused on addressing the needs of its staff and cultivating their skills to raise performance, maximise their career potential and, ultimately, deliver the best possible service for its clients.

A new pay and grading process gives employees a career development plan which is regularly reviewed in conjunction with their line managers and recognises performance and innovation. Regular feedback sessions are also held so that operations managers can respond to any concerns among staff and recognise good performance in real time.

Julie, who has previously held posts at Raytheon Systems Ltd, where she was UK HR director, and at the textile firm Fruit of the Loom, was recruited by RESPONSE’s Managing Director Brian Bannatyne as part of a management shake-up.

The reorganisation has led to the implementation of a new business model and strategic approach that focuses on building rewarding relationships with employees, clients and clients’ customers. This includes developing and supporting a highly-energised and rewarded workforce to deliver outstanding customer experiences.

Julie said: “These changes flow from a wholesale restructuring at RESPONSE that is designed to differentiate ourselves from the competition and provide an even better service to our clients. Happy, motivated employees who are rewarded for their efforts are a vital part of this new vision.

“In the past, the contact centre industry has suffered from a poor reputation due to high rates of attrition and absenteeism. We are confident that our plans to create an environment where employees can have a career rather than just a job, where they are respected and rewarded for the work they do, and where they have fun during the working day, will transform our business.”

Brian Bannatyne, Managing Director of RESPONSE, said: “The changes that Julie is introducing at RESPONSE demonstrate our recognition of the crucial role staff play in our continuing success and should raise the bar for the rest of the contact centre industry.”