With the significant growth of social media, most organisations are investigating how they can leverage Facebook, Twitter, Flickr, LinkedIN and YouTube to provide business benefit and the BPO and Shared Services market is no different.
Social Media impacts BPO and Shared Services in many different ways including the opportunity to outsource work, but we wanted to summarise four key benefits for BPO and Shared Service Organisations:
-
Recruitment: In today’s age to attract talent a presence on social media sites is becoming more and more important. For senior roles, a contact via linkedin by a credible recruiter is becoming more and more popular, and for less senior roles social media advertisements are a great method to attract a large proportion of candidates to the roles with minimal cost outlay – however this does change the role of recruitment in a BPO firm or a shared service centre
-
Reducing Attrition: Attrition is an issue within shared services and BPO. In a fast growing market, processing staff have significant opportunities in the short term for wage and career growth. Utilising social media can enable firms to understand the reasons for attrition levels a) within the geography and b) in the particular organisation such that the levels can be minimised.
-
Knowledge Sharing: Social media is being utilised more and more by organisations to share best practice. Shared Services and BPO organisations have the opportunity to learn about optimal processes, new technologies, common policies and appropriate people structures whilst also sharing methods to drive business value. Gaining knowledge from other organisations, not only saves time, but can help mitigate the problems that others have faced!
-
Brand Development: For shared services and BPO firms to develop the intangible value of a brand, it is important that social media is utilised. Given that social media methods are employed by current customers, potential customers, current and future employees, suppliers and intermediaries, having a strong brand can enable a company to attract improved revenue, staff, suppliers and insights.
Considering these points, and the increasing popularity of social media, the question is not “if” but “when” your shared service centre or BPO will effectively leverage social media to drive improved business benefit.
Share
Follow Us
Tags: Outsourcing, Shared Services
