Business Processing Outsourcing (BPO) - Business Trust

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3. Talent Development for South African BPO The availability of work-ready talent is one of the key factors considered by prospective investors. Cross-sector skills research led to the formulation of a skills development strategy with three objectives for focused, rapid development of talent for the BPO sector: To increase the pool of entry-level employable people through the Monyetla Work Readiness Programme. To accelerate the development of home-grown supervisors and managers by developing supervisors, team leaders & managers through the levy grant and tax incentives system. To ensure the ongoing building of a globally competitive talent pool by encouraging life-long learning and training through the National Skills Development Strategy. There are currently a number of different approaches to talent development within South Africa, both publicly and privately funded. To date, a comprehensive situational analysis of the current approach to, quantum and impact of training has not been researched. The purpose of the proposed situational analysis is to gather, collate and analyse information on the scope, scale and impact of current talent development approaches for the BPO sector in South Africa. 4. Sectors to be probed At least the following sectors should be probed to establish which approaches to talent development are currently being used, and what impact this training and development approach may have achieved. Publicly-funded BPO Talent Development approaches 1. National Skills Fund: Funding to Provincial Governments to support the implementation of their PGDS 2. National Skills Fund: Funding to Provincial Departments of Labour for BPO 3. National Skills Fund: Funding channelled through Department of Trade & Industry as part of GAS programme, and formerly SMED programme 4. National Skills Fund: Monyetla Programme 5. Services SETA: learnerships and skills programmes 6. Umsobomvu Youth Fund: Monyetla Programme 7. Local government initiatives, Cities of Johannesburg, Cape Town and Durban 8. South African Revenue Service 9. Tourism information bodies Privately-funded BPO Talent Development approaches Pirvately-funded BPO includes both inbound and outbound-focused entities. privately-funded BPO Talent Development sectors are to be probed: At least the following Airlines Banking Car hire Computershare Credit Management Health care Hotels IT and IT support
Marketing Non-life insurance Life insurance Software and computer services Telephony Travel Wholesale and retail 5. Issues to be probed 5.1. Descriptive and quantitative issues The research should provide information on at least the following: Is the BPO entity for which training has been provided an outsourcer, captive or a combination of both In which province/s is the entity active in BPO How many seats does the entity have To which SETA does the entity pay its skills development levy To what extent does the entity use the levy-grant system Is training nationally or internationally accredited (eg Edexcel, NQF, proprietary) Is certification/accreditation gained by successful learners Describe nature of certification. Are accredited training providers used or is the employer accredited as a trainer Is training assessed for competence, and, if so, how Or is only attendance recorded At which levels is training offered (entry level, advanced agent training, supervisory, management) What is the duration of the training at each level How many people at each level have been trained in 2005, 2006 and 2007 How many people at each level were found competent/passed the training 5.2. Impact and qualitative issues The research should cover at least the following: What relationship was discerned between training and productivity Were learners/staff employed on conclusion of the training If so, how many Were trained staff promoted Is there career path development Were trained staff retained by the company Did staff who leave remain within the BPO sector Was cost-effectiveness measured and, if so, how Recommendations by employers Recommendations by the research agency 6. Proposed roll out timelines and actions Action Date RFP advertised in Sunday Times & BT website 3 February 2008 Proposals due 22 February 2008 Adjudication of proposals 29 March 2008 Contract, including deliverables, prepared 7 March 2008 Research commences 15 March 2008 Progress report 1 and meeting to discuss 30 April 2008 Progress report 2 and meeting to discuss 31 May 2008 Final report presented 30 June 2008
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Business Processing Outsourcing (BPO) - Business Trust

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