Recruiting
We recruit talented, ambitious people who see Integreon as a professional career opportunity. Our recruits are highly motivated to learn new skills and contribute to a growing enterprise. Our high-end BPO (business process outsourcing) and KPO (knowledge process outsourcing) services and blue chip customer base provides them with an opportunity to be part of an innovative, international company where they can interact with professionals from around the world. We carefully match the educational backgrounds of the people we recruit (graduate and advanced post-graduate degrees) to the profile of work they will actually perform so that we ensure that they have the capabilities to contribute quickly, but also find personal growth and development in their career. We also specifically look for high levels of computer, communication and logical thinking skills.
Training
Training is the foundation of our operational quality. Integreon executives pay close attention to training curricula, standards, and continuous improvement processes. New Integreon associates study the software applications, databases, models, business processes, communications skills, and customer behavior necessary for them to deliver efficient, effective customer service. Our training is standards-based, meaning that trainees must demonstrate mastery of skills before graduating to live delivery.
Retention
Retention of quality, trained staff is an increasingly important issue in the BPO industry. Integreon is an industry leader with an attrition rate under 15% for each of the past six years. Retention of knowledge and experience is perhaps the single most critical contributor to our ability to deliver consistent, quality service.
Integreon’s retention strategy is built on three pillars: rewards for excellent performance, incentives to improve, and an enjoyable, productive company culture. We understand why people choose to work at Integreon, and we support their interests.
Managers and above at Integreon receive stock options. The Integreon University provides opportunities for professional development. Performance evaluations and setting of objectives are collaborative and designed to support each associates’ personal and career goals.
Frontline Leadership Training
Integreon has invested in a pioneering leadership training program called Frontline. Frontline is designed to promote and develop Integreon’s human resources through leadership, communication and interpersonal skills training. By developing soft skills as a compliment to our associates’ technical skills, Integreon cultivates leadership talent in an industry where experienced middle management is in short supply.
Surveys of Integreon associates indicate that they have a strong desire to build leadership skills as a means of excelling in their careers. The Frontline program is based on the Interdependent Behavior Model, an organizational model that promotes teamwork, conflict resolution, and customer service. Additionally, Frontline demonstrates to our associates that we care about their professional growth and development.
We believe that these practices are essential to delivery of consistent, quality service. Integreon associates are motivated, committed, and willing to help each other in order to go the extra mile for customer service. We seek to reward employee loyalty and to encourage associates to take ownership of what they do.
The Value of Human Resources
Integreon’s retention record speaks for itself. In an industry where average attrition commonly reaches 40%, we have had an attrition rate under 15% in each year of our existence.