Training and Development for Temporary Call & Contact Centre Staff: Maximising Performance

In the fast-paced world of customer service, call and contact centres are integral in delivering exceptional experiences. They serve as the front lines of communication, connecting businesses with their valued customers. However, the success of a call centre or contact centre relies not only on cutting-edge technology and efficient processes but also on well-trained and skilled agents. This is especially crucial for temporary staff who may have limited experience in the industry. To maximise their performance and ensure consistent standards, it is essential to implement effective training and development programs.

This blog post will explore the importance of training and development for temporary call and contact centre staff. We will delve into strategies for quickly upskilling temporary employees, optimising training efficiency, and maintaining consistent performance standards. By adopting these strategies, call and contact centres can create a culture of continuous learning and improvement, ultimately leading to enhanced customer satisfaction and business success.

The Importance of Training and Development for Temporary Staff

1: The Value of Temporary Staff in Call and Contact Centres

Temporary staff play a crucial role in call and contact centres, especially during peak periods or when additional support is needed. They help to manage increased call volumes, maintain service levels, and ensure a seamless customer experience. While temporary staff may not have the same level of experience as permanent employees, their contributions are invaluable. However, to fully harness their potential and deliver exceptional service, it is essential to invest in their training and development.

2: Benefits of Training and Development for Temporary Staff

Training and development programs provide numerous benefits for temporary staff in call and contact centres:

• Enhanced Performance: Proper training equips temporary staff with the necessary skills, knowledge, and confidence to handle customer interactions effectively. They learn how to navigate call centre systems, use communication tools, and deliver exceptional service, even in high-pressure situations.

• Improved Customer Satisfaction: Well-trained temporary staff can provide a consistent and positive customer experience. They understand the importance of active listening, empathy, and problem-solving, which are key elements in creating satisfied and loyal customers.

• Increased Efficiency: Training helps temporary staff become familiar with call centre processes and procedures, reducing the time required for onboarding. With proper training, they can quickly adapt to their roles and contribute to the overall efficiency of the contact centre.

• Employee Retention: Investing in the training and development of temporary staff demonstrates a commitment to their growth and success. This can enhance employee morale, job satisfaction, and ultimately, retention rates. Temporary staff who feel valued and supported are more likely to stay with the organisation or return for future assignments.

• Flexibility and Adaptability: Temporary staff often need to adapt to different environments, client requirements, and customer needs. Training programs equip them with the skills to quickly adapt and handle various scenarios, ensuring they can seamlessly integrate into different teams or projects.

Strategies for Upskilling Temporary Staff

1: Assessing Training Needs

Before designing training programs for temporary staff, it is crucial to assess their specific training needs. This can be done through skills assessments, interviews, or observation of their initial performance. By identifying knowledge gaps and areas for improvement, trainers can tailor training programs to address these specific needs.

2: Structured Training Programs

Structured training programs provide a systematic approach to upskilling temporary staff. These programs should cover essential topics such as customer service techniques, call handling procedures, communication skills, and using call/contact centre technology. Breaking down the training into modules or sessions ensures a logical flow of information and allows temporary staff to absorb the material effectively.

3: Blended Learning Approaches

Blended learning approaches combine various training methods to cater to different learning styles. This can include a mix of classroom training, interactive e-learning modules, role-playing exercises, and on-the-job training. By offering a variety of training methods, temporary staff can engage with the material in ways that best suit their individual learning preferences.

4: Real-Life Simulations

Simulating real-life call centre scenarios during training can be highly effective in preparing temporary staff for their roles. By using realistic customer scenarios, trainers can create a controlled environment where temporary staff can practice applying their skills and knowledge. This allows them to build confidence and develop their problem-solving abilities.

5: Technology Integration

Leveraging contact centre technology and software during training familiarises temporary staff with the tools they will use in their roles. This can include providing hands-on experience with CRM systems, call routing software and other relevant technology. By integrating technology into the training process, temporary staff can become more proficient and efficient in their tasks.

Optimising Training Efficiency

1: Training Material Customisation

To ensure training is effective, it is crucial to customise training materials to meet the specific needs of temporary staff. This includes tailoring materials based on the roles and responsibilities within the contact centre. Differentiating training for inbound and outbound agents, technical support agents, or sales representatives ensures training is relevant and applicable to their job requirements.

2: Interactive and Engaging Training

Engaging temporary staff through interactive activities, group discussions, and hands-on exercises fosters a supportive learning environment. Encouraging participation and creating opportunities for temporary staff to ask questions and share insights enhances their learning experience. Additionally, incorporating gamification elements into training can make the process more enjoyable and motivating.

3: Continuous Learning Opportunities

Training should not be limited to initial onboarding. Providing continuous learning opportunities for temporary staff allows them to enhance their skills and knowledge over time. This can include offering refresher courses, hosting training webinars, or providing access to online resources and knowledge bases. By promoting continuous learning, call and contact centres can maintain high-performance standards even as staff turnover occurs. Training and development should not stop after the initial onboarding phase. Offering ongoing training and development opportunities for temporary staff helps them continuously improve their skills and stay updated on industry trends. This can include providing access to industry webinars, training workshops, or online courses. By investing in their development, call centres and contact centres can nurture a highly skilled and adaptable temporary workforce.

4: Regular Evaluation and Feedback

Regularly evaluating the effectiveness of training programs is essential to ensure continuous improvement. This can be done through assessments, surveys, or performance evaluations. Soliciting feedback from temporary staff allows trainers to identify areas for improvement and make necessary adjustments to enhance training efficiency and effectiveness.

Maintaining Consistent Performance Standards

1: Performance Monitoring and Coaching

Monitoring the performance of temporary staff is crucial in maintaining consistent standards. Contact Centre Managers might consider implementing performance monitoring systems to track key metrics and identify areas for improvement. Additionally, providing coaching and feedback to temporary staff based on their performance data can help them refine their skills and achieve the desired performance outcomes.

2: Recognition and Rewards

Recognising and rewarding the achievements of temporary staff can help motivate and incentivise them to maintain consistent performance standards. This can include acknowledging exceptional performance, providing incentives or bonuses, or creating recognition programs. By celebrating their contributions, call and contact centres can foster a positive and supportive work environment.

Conclusion

Training and development programs are essential for maximising the performance of temporary staff in call and contact centres. By investing in their training and providing ongoing development opportunities, contact centres can equip temporary staff with the skills, knowledge, and confidence to deliver exceptional service. Through structured training programs, blended learning approaches, and continuous learning opportunities, temporary staff can quickly adapt to their roles and contribute to the overall success of the contact centre. By maintaining consistent performance standards through monitoring, coaching, and quality assurance programs, call and contact centres can ensure a seamless customer experience and drive business success.

Streamlining and Optimising Logistics Operations: The Key to Driving Efficiency in Logistics and Transport Management

In the dynamic world of logistics and transport management, where supply chains span the globe, and customer expectations are ever-evolving, efficiency is the name of the game. Companies in this sector strive to optimise their operations, reduce costs, and deliver goods and services swiftly and reliably. Behind every successful logistics operation are dedicated professionals performing critical roles that drive efficiency and ensure smooth functioning. In this blog, we will explore the key roles of logistics planners, transport planners, export and import clerks, shipping clerks, and order processors. We will then understand how they best work together, rounding it all off with our top ten tips for streamlining and optimising your logistics operations. 

A Quick Look at the Roles

Logistics Planners: The Architects of Smooth Operations

Logistics planners are the architects of a well-orchestrated supply chain. They are responsible for developing comprehensive logistics plans, considering factors like inventory levels, transportation routes, and delivery timelines. These professionals collaborate with various departments, including procurement, warehousing, and transportation, to align operations with demand and business objectives. Logistics planners play a pivotal role in enhancing efficiency and customer satisfaction by optimising the flow of goods and minimising lead times.

Key Responsibilities:

• Forecasting demand and coordinating with suppliers to maintain optimal inventory levels.

• Designing efficient transportation routes to minimise costs and transit times.

• Collaborating with cross-functional teams to ensure seamless logistics operations.

• Monitoring performance metrics and making data-driven decisions for continuous improvement.

Transport Planners: Navigating the Path to Cost-Effective Transportation

Transport planners take the logistics plan crafted by logistics planners and translate it into actionable transportation strategies. They play a critical role in selecting the most cost-effective modes of transportation, negotiating with carriers, and optimising routes for maximum efficiency. Transport planners must consider factors such as load capacity, transit times, and regulations to ensure on-time deliveries while minimising transportation costs.

Key Responsibilities:

• Selecting the appropriate transportation mode based on shipment characteristics and customer requirements.

• Negotiating contracts with carriers to secure favourable rates and service levels.

• Coordinating shipment schedules to minimise empty miles and reduce fuel consumption.

• Leveraging transportation management systems (TMS) to monitor and track real-time shipments.

Export and Import Clerks: Navigating Complex International Trade

In today's globalised world, international trade forms a significant portion of logistics and transport management. Export and import clerks are responsible for managing the documentation and compliance associated with cross-border shipments. They ensure that all required customs forms, permits, and licenses are in order, facilitating smooth and compliant movement of goods across borders.

Key Responsibilities:

• Preparing and submitting customs documentation for export and import shipments.

• Verifying compliance with international trade regulations and tariffs.

• Coordinating with customs officials and freight forwarders to expedite customs clearance.

• Addressing any customs-related issues or delays to minimise shipment disruptions.

Shipping Clerks: Orchestrating Efficient Warehouse Operations

Warehouse efficiency is a cornerstone of streamlined logistics operations. Shipping clerks play a vital role in ensuring that warehouse activities, such as order picking, packing, and shipping, run smoothly. They work closely with warehouse staff, transport planners, and logistics planners to prioritise shipments and maintain accurate inventory records.

Key Responsibilities:

• Managing order processing, including order picking and packing.

• Coordinating with transport planners to schedule shipments for timely dispatch.

• Maintaining accurate inventory records to prevent stockouts and overstock situations.

• Ensuring compliance with safety and quality standards in warehouse operations.

Order Processors: Seamlessly Managing Customer Orders

At the heart of efficient logistics operations is seamless customer order management. Order processors are responsible for handling customer orders, verifying their accuracy, and ensuring timely fulfilment. They are a crucial link between customers, sales teams, and warehouse staff, facilitating smooth order processing and delivery.

Key Responsibilities:

• Receiving and processing customer orders accurately and efficiently.

• Verifying product availability and confirming order details with customers.

• Coordinating with shipping clerks and transport planners to schedule order shipments.

• Addressing customer inquiries and resolving order-related issues promptly.

• Now we have established the key roles, let's take a look at why we need to optimise these positions to be more effective. 

Why Do We Need to be Efficient? 

Efficient coordination and collaboration among key roles in logistics and transport management are vital to the overall success and sustainability of any logistics operation. Each role, including logistics planners, transport planners, export and import clerks, shipping clerks, and order processors, plays a unique and critical part in streamlining and optimising logistics operations. Here are compelling reasons why it is essential to have all these roles working as efficiently as possible:

1. Seamless Workflow: When these roles work together cohesively, it ensures a seamless workflow from the initial logistics planning stage to the final delivery of goods to the customers. Efficient collaboration reduces delays, errors, enhancing productivity.

2. Cost Optimisation: Efficient logistics operations translate to cost optimisation. Effective coordination between logistics planners and transport planners helps identify the most cost-effective transportation modes and routes while shipping clerks and order processors ensure optimal use of warehouse resources.

3. Customer Satisfaction: The smooth functioning of all roles involved in logistics management directly impacts customer satisfaction. Timely order processing, accurate shipment tracking, and on-time deliveries lead to happy customers and repeat business.

4. Risk Mitigation: Effective coordination and compliance management by export and import clerks help mitigate the risks associated with international trade, such as customs delays or regulatory issues.

5. Agility and Adaptability: In today's rapidly changing business landscape, agile logistics operations are crucial. Efficient logistics roles enable companies to respond quickly to market demands, fluctuations in supply and demand, and unforeseen challenges.

6. Resource Optimisation: By working together efficiently, logistics planners and transport planners can optimise the use of resources, including inventory, transportation capacity, and warehouse space.

7. Enhanced Decision-Making: Accurate data, seamless collaboration, and real-time information sharing among these roles enable data-driven decision-making. This, in turn, empowers companies to respond proactively to operational challenges and capitalise on opportunities.

8. Competitive Advantage: Streamlined logistics operations give companies a competitive edge in the market. Customers value reliable and efficient logistics services, differentiating a company from its competitors.

9. Sustainability: Efficient logistics operations contribute to sustainability efforts by reducing fuel consumption, carbon emissions, and wastage of resources, aligning with eco-friendly initiatives.

10. Business Growth: Ultimately, having all these roles working efficiently contributes to the overall growth and profitability of the company. Efficient logistics operations facilitate expansion into new markets, higher customer retention, and improved bottom-line results.

The Top Ten Tips on Streamlining and Optimise Logistics Operations

Here are ten tips on how to streamline and optimise logistics operations using the key roles of logistics planners, transport planners, export and import clerks, shipping clerks, and order processors:

1. Collaborative Planning: Foster seamless collaboration among logistics planners, transport planners, and order processors. Regular communication and information sharing will ensure the alignment of logistics plans with transportation strategies and customer orders, minimising delays and inefficiencies.

2. Data-Driven Decision Making: Utilise data analytics and business intelligence tools to make informed decisions. Logistics planners can analyse historical demand patterns to forecast future requirements, while transport planners can use real-time data to optimise transportation routes and reduce costs.

3. Efficient Transportation Management: Work closely with transport planners to select the most cost-effective transportation modes and carriers. Consolidate shipments where possible to reduce shipping costs and carbon emissions.

4. Compliance Management: Empower export and import clerks to stay updated with changing trade regulations and tariffs. Ensuring compliance with international trade laws will prevent customs delays and potential fines.

5. Optimise Warehouse Operations: Shipping clerks should collaborate with order processors to prioritise orders based on customer demands. Implement efficient picking and packing processes in the warehouse to minimise order fulfilment lead times.

6. Technology Integration: Leverage transportation management systems (TMS) and warehouse management systems (WMS) to streamline logistics operations. These tools provide real-time visibility into shipments, inventory levels, and order statuses.

7. Continuous Improvement: Encourage a culture of continuous improvement among all key roles. Regularly review logistics processes and identify areas for optimisation. Implementing lean principles can lead to reduced waste and increased efficiency.

8. Supply Chain Visibility: Invest in supply chain visibility tools to track shipments and monitor inventory levels throughout the supply chain. Enhanced visibility will enable better demand forecasting and proactive issue resolution.

9. Customer-Centric Approach: Empower order processors to communicate with customers regarding order status and delivery updates proactively. Providing exceptional customer service will enhance customer satisfaction and loyalty.

10. Training and Development: Invest in training and development programs for all key roles to enhance their skills and competencies. Regularly update employees on industry trends and best practices to ensure they remain at the forefront of logistics excellence.

Conclusion 

Logistics operations can be streamlined and optimised by implementing these ten tips and empowering all these roles to work collaboratively and efficiently. Embracing a data-driven, technology-integrated approach, combined with a customer-centric mindset, will enable logistics companies to achieve excellence in their operations and stay ahead of the competition.

As logistics companies strive to meet ever-increasing demands, they recognise the importance of these key roles and investments in their recruitment, development, and training. Logistics and transport management can streamline operations, gain a competitive edge, and build lasting customer relationships by building a cohesive team of skilled and motivated professionals.

How can we help?

We have a vast knowledge of recruitment for temporary and permanent staff in the Logistics and Transport field. We specialise in the roles of logistics and transport managers, logistics planners, transport planners, export and import clerks, shipping clerks and order processors for your market sector. Our expert team are ready to help you navigate the complex world of recruitment with solid advice, essential tools and a bit of wisdom too! Please don't hesitate to get in touch with us for a chat at any time, and we will help and provide advice in any way we can.

How visual learning can boost your business and aid employee retention

In today's dynamic job market, the UK continues to face an intriguing challenge: a relentless pursuit by businesses to find exceptional talent that perfectly fits their needs. Employee retention can be critical to this; losing brilliant and accomplished team members could prove to be a monumental setback. These individuals possess a unique blend of talent and expertise that sets them apart, making their loss an irreplaceable void. In this context, employee retention has emerged as a strategy, captivating the attention of forward-thinking companies.

The battle lines are drawn, and businesses understand that their success and competitive edge lie in keeping these top-tier performers engaged, motivated, and loyal.

One of the best ways to invest in your employees is by giving them training so they can progress their careers with you, it is a great win-win for both parties. But, are you presenting your training in a way that employees can better understand, retain and engaged with the information? There are many different modalities in how people learn, If your employees understand that you are creating their training just for them, in the modality that they learn best within, they will get the message loud and clear that you trying your best to invest in their future positively. Although there are lots of employee retention strategies out there this is a great one that flies under the radar that you can add to your retention stack!

If employees find it easier to learn the information they feel less anxiety when it comes to a training session. Also, they will retain more information increasing their skill level giving them the ability to advance their career. We all want the feeling we are moving forward in life, it is important to our motivation as a person and affects our career choices. 

Styles

Information and learning styles come in many different forms, according to a blog fromLightbulbMoment.com, there are 3 different ways people learn. Verbal learners are people who learn by listening and this equates to about 30% of the general population, they benefit from things like class lectures or group discussions. Experiential learners are only about 5% of the population, these people learn by doing and touching; things like clinical work or role-playing exercises.

Although there are other ways people learn, the remaining 65% of the population are visual learners. They need to see what they are learning and whilst they have difficulty following verbal lectures they perform well at written assignments, and can often remember information quite easily. So, with the increase of technology that frequently influences people with imagery, this is increasingly the dominant way people connect and learn from each other. 

In most cases businesses will be made up of Verbal and Visual learners, so you will really need to adapt to both. People who learn by listening can benefit from visual learning too, as imagery is often shown with the text, which will benefit both learners.

It is so important to know what you’re teaching style is as you may need to adapt it to benefit how other people will learn. Whether you are a business owner or employee. Not only will this reduce your learning curve but also allow you to communicate the same concepts to people confidently. 

VARK Learning Styles

In 1992 a study by Neil D. Fleming and Coleen E. Mills describe four modalities of student learning “VARK” is used to described these. The different learning styles are visual, auditory, reading/writing and kinesthetic. These were identified after thousands of hours of classroom observation. More information on VARK here

Examples of how you can accommodate different learning styles effectively 

Start by Asking How They Learn Best:

You need to understand how your staff are going to retain information, otherwise, they are going to struggle with taking information in and retaining it, so it is crucial you support their needs as much as possible. Talking to them about it shows your employees that you are fine-tuning things to them personally.

Understand the Difference Between learning styles:

As a business owner or manager, it would be useful to know the percentages of different learners working for you so you can accommodate them. You will need to learn the difference between them and how you can support individuals or groups with the same learning styles.

Be Flexible and Develop Step-by-Step Processes:

You need to be flexible and willing to work with people in different ways, making time in your schedule to create multiple styles so everyone can understand. You also need to accommodate how people within your business learn, which could mean implementing a step by step process to make it easier. This may be time-consuming but it will give good results in the long run.

Make Sure Meetings Serve Both Types:

If the majority of your learners are verbal and visual, create information that will suit both in the meeting, whether that be talking to your employees, using handouts or conducting visual presentations all of which could work well for both.

Develop Individual Plans:

If there is a particular member of staff struggling with the plans you have put in place, why not develop individual plans that you can both agree on.

Although it can be hard for a business to accommodate multiple learning styles, by making sure any information you relay has content that will suit both will make all the difference.

In order to use learning styles to boost your business, you need to completely understand how the different styles work and how individual learners retain information. Even though technology is taking over and creating more visual ways of working, you will always need text and content to go with imagery. Both imagery and text will always work hand in hand, so verbal and visual learners should too.

Maximising Customer Service Excellence with Temporary Call & Contact Centre Staff

In the fast-paced world of call centres, delivering exceptional customer service is paramount. However, call and contact centre managers often face staffing challenges that can impact service quality. To address this, many managers are turning to temporary workers as a strategic solution. In this article, we will explore how call and contact centre managers can maximise customer service excellence with temporary staff. From effective communication strategies to knowledge transfer and creating a supportive environment, we will provide insights and actionable tips to empower temporary workers and deliver exceptional customer experiences. 

The Importance of Customer Service Excellence in Call and Contact Centres  

Customer service excellence is a critical component of success for any call centre. It directly influences customer satisfaction, brand reputation, and, ultimately, customer loyalty. Positive customer experiences lead to higher satisfaction levels, while negative experiences can result in customer frustration, dissatisfaction, and even customer churn. 

Providing excellent customer service goes beyond simply resolving issues or answering inquiries. It involves actively listening to customers, empathising with their concerns, and proactively anticipating their needs. By delivering personalised and exceptional service, call centres can enhance customer satisfaction levels, foster long-term relationships, and gain a competitive edge. 

Recognising the Role of Temporary Workers in Maintaining Service Excellence  

Temporary workers play a significant role in maintaining service excellence within call and contact centres. Although their tenure may be shorter than that of permanent employees, their impact on customer interactions is equally important. Temporary workers often possess valuable skills, experiences, and fresh perspectives. They can also contribute to delivering exceptional customer service, bringing a unique set of advantages to the call centre environment. They can provide fresh insights, innovative ideas, and diverse perspectives on customer issues. Leveraging their expertise in specific areas, such as technical support or multilingual customer service, allows call centres to offer targeted and specialised assistance to customers. Furthermore, temporary workers offer flexibility and scalability in managing call volumes. During peak periods or specific campaigns, temporary staff can be deployed strategically to handle increased customer inquiries. This agility ensures that service levels are maintained even during high-demand periods, minimising wait times and customer frustrations. 

Investment & Training  

Recognising the vital role temporary workers play in maintaining service excellence is essential for call centre managers. By valuing and investing in the development and well-being of temporary staff, managers can create an environment where all employees, regardless of their employment status, are motivated to deliver outstanding customer service. Providing thorough training and onboarding to ensure that temporary workers maintain service excellence is vital. Temporary staff should be equipped with the necessary skills, knowledge, and tools to handle customer interactions effectively. Managers can ensure consistent service quality across the board by integrating temporary workers seamlessly into the call centre team and providing ongoing support. 

Strategies to Use  

Effective Communication Strategies for Temporary Call Centre Staff 

One of the fundamental pillars of customer service excellence is effective communication. Starting with a well-curated temporary team who excels in this is a great start. But you should also be adding training in the art of empathetic and active listening. By understanding customers' needs, concerns, and emotions, temporary staff can provide tailored solutions and make customers feel valued. 

Call and contact centre managers should equip temporary workers with the right tools and scripts to ensure consistent and accurate communication. Role-playing exercises and simulations can help them practice real-life scenarios, enhancing their ability to handle diverse customer interactions confidently. 

Knowledge Transfer for Temporary Call Centre Staff  

Product and service knowledge are the building blocks of effective customer service. Temporary workers must have a comprehensive understanding of the company's offerings to assist customers efficiently. Call and contact centre managers should design structured training programs to transfer this critical knowledge to temporary staff. 

Leveraging technology, such as knowledge bases and training videos, can facilitate access to information and ensure consistency in responses. Encouraging knowledge sharing among temporary and permanent staff creates a collaborative learning environment where everyone benefits from the collective expertise. 

Creating a Supportive Environment for Temporary Call Centre Employees  

Temporary workers may initially feel like outsiders in the call centre team. Call and contact centre managers should take proactive steps to integrate them seamlessly into the company culture. Managers can foster a sense of belonging and purpose by treating temporary staff as valued team members and providing a welcoming environment. 

Managers should also offer ongoing support, feedback, and coaching to help temporary workers improve their performance. Recognising their efforts and achievements further motivates temporary staff to excel in their roles. 

Setting Clear Performance Expectations and Goals 

Clear performance expectations and goals are essential for guiding temporary workers in their roles. When temporary staff understand what is expected of them, they can align their efforts with the call centre's objectives. Call and contact centre managers should communicate key performance indicators (KPIs) and specific targets that temporary employees are expected to achieve. 

By setting achievable and measurable goals, managers provide temporary staff with a sense of direction and purpose. Regularly revisiting these goals through one-on-one meetings or team discussions allows managers to monitor progress, offer guidance, and ensure that temporary workers remain on track. 

Offering Incentives and Recognition Programs to Motivate  

Incentive programs and recognition initiatives can be powerful motivators for temporary staff. Call and contact centre managers can design incentive schemes that reward temporary workers for meeting or exceeding performance targets. These incentives can take the form of performance-based bonuses, gift cards, or other tangible rewards.  

Recognition programs are equally important, as they provide a non-monetary appreciation for temporary workers' efforts. Publicly acknowledging exceptional performance through team meetings, internal newsletters, or a dedicated recognition platform creates a positive work culture and boosts morale. 

Establishing Performance Feedback Mechanisms and Regular Performance Evaluations  

Feedback is a powerful tool for improvement and growth. Call and contact centre managers should establish performance feedback mechanisms to provide timely and constructive feedback to temporary staff. Regular feedback sessions, whether informal or formal, allow managers to address performance gaps, acknowledge areas of improvement, and celebrate achievements. 

Performance evaluations should periodically assess temporary workers' overall performance and contributions. These evaluations should focus on both quantitative metrics, such as call resolution times and customer satisfaction scores, and qualitative aspects, such as communication skills and problem-solving abilities. Constructive feedback from evaluations aids in identifying areas for skill development and enhancing overall performance. 

Providing Opportunities for Skill Development and Growth  

Investing in the skill development and growth of temporary staff is beneficial to both the individual and the call centre. Training sessions and workshops can equip temporary workers with additional knowledge and tools to handle various customer scenarios effectively. 

Call and contact centre managers should identify the skill gaps of temporary workers and offer relevant training opportunities to bridge those gaps. This investment not only enhances the capabilities of temporary staff but also contributes to their job satisfaction, as they feel valued and supported in their professional development. 

Encouraging Temporary Workers to Contribute Their Ideas and Suggestions for Process Improvement  

Temporary workers often bring fresh perspectives to the call centre environment. Encouraging them to share their ideas and suggestions for process improvement can lead to innovative solutions and increased efficiency. 

Call and contact centre managers should create an open and receptive culture where temporary staff feel comfortable sharing their insights. Conducting regular brainstorming sessions or soliciting feedback through anonymous suggestion boxes can provide a platform for temporary workers to contribute constructively to the call centre's continuous improvement. 

Call and contact centre managers foster a motivated and engaged workforce by empowering temporary staff with clear expectations, constructive feedback, recognition, skill development opportunities, and the chance to contribute to process improvement. This empowerment not only improves the performance of temporary workers but also positively impacts the call centre's overall service quality and success. In turn, temporary employees feel valued, motivated, and more inclined to deliver exceptional customer service, improving customer satisfaction and loyalty. 

Seamless Integration with Permanent Staff  

Creating a cohesive work environment that fosters collaboration between temporary and permanent staff is crucial. Regular team-building activities involving both groups help build relationships and promote teamwork. 

Establishing open communication channels and encouraging knowledge sharing enables a free flow of information, leading to enhanced service delivery. A culture of inclusivity and cooperation ensures that all employees feel valued and engaged in the call centre's mission. 

Conclusion 

Maximising customer service excellence with temporary call centre staff requires a holistic approach. Call and contact centre managers can unlock the potential of their temporary workforce by recognising the importance of customer service, investing in effective communication, facilitating knowledge transfer, creating a supportive environment, empowering temporary workers, and seamlessly integrating them with permanent staff. 

Temporary workers are valuable assets to call centres, and with the right training, guidance, and support, they can significantly impact customer satisfaction and brand reputation. By prioritising their development and well-being, call and contact centre managers can create a high-performing team that consistently delivers exceptional customer service, setting their call centres apart as industry leaders. Embracing the strengths of temporary staff and maximising their potential contribute to call centre success and pave the way for lasting customer relationships. 

Data Analytics in Logistics & Transport Management: Recruiting the Right Roles

In today's rapidly evolving logistics landscape, data analytics has emerged as a game-changer for logistics & transport management. The ability to collect, analyse, and interpret vast amounts of data can unlock valuable insights, drive operational efficiency, optimise supply chain performance, and improve decision-making. However, to fully leverage the power of data analytics, logistics companies must focus not only on technology and tools but also on recruiting and nurturing the right talent for critical roles within their organisations. In this blog, we will explore the significance of data analytics in logistics & transport management and discuss how recruiting for the right positions can enable companies to harness their power effectively.

The Significance of Data Analytics in Logistics Management

Improving Operational Efficiency

Data analytics lets logistics & transport management gain real-time visibility into their operations, identify bottlenecks, and optimise processes. Companies can streamline their operations, reduce costs, and enhance efficiency by analysing data related to transportation routes, warehouse operations, and inventory management.

Enhancing Supply Chain Performance

Data analytics provides valuable insights into supply chain dynamics, demand patterns, and customer behaviour. By leveraging this information, l logistics & transport management can make informed decisions regarding inventory optimisation, demand forecasting, and supplier management, ultimately improving supply chain performance and responsiveness.

Enabling Data-Driven Decision-Making

In the logistics industry, decisions need to be made swiftly and accurately. Data analytics empowers managers with accurate and timely information, enabling them to make data-driven decisions based on facts, trends, and predictive modelling. This helps mitigate risks, identify growth opportunities, and stay ahead of the competition.

Enhancing Customer Satisfaction

Logistics and transport companies can gain insights into customer preferences, delivery expectations, and service quality by analysing customer data. This allows them to tailor their offerings, improve last-mile delivery, and deliver a personalised experience to customers, thereby enhancing satisfaction and loyalty.

Software Used in Data Analytics for Logistics & Transport Management

To harness the power of data analytics in logistics and transport management, companies rely on a combination of specialised software tools and platforms. These software solutions enable the collection, integration, analysis, visualisation, and interpretation of large volumes of data. Some commonly used software in logistics data analytics include

Transportation Management Systems (TMS)

TMS software helps manage transportation operations by optimising routes, tracking shipments, and providing visibility into transportation networks. TMS often includes analytics modules that offer insights into transportation costs, carrier performance, delivery timeframes, and other key metrics.

Warehouse Management Systems (WMS)

WMS software plays a crucial role in optimising warehouse operations. It tracks inventory levels, manages storage locations, and streamlines order fulfilment processes. WMS solutions often provide analytics capabilities to monitor warehouse efficiency, inventory accuracy, and order cycle times.

Supply Chain Management (SCM) Platforms

SCM platforms integrate various aspects of the supply chain, including procurement, production, inventory, and distribution. These platforms often feature analytics modules that offer insights into supplier performance, demand forecasting, and inventory optimisation.

Business Intelligence (BI) Tools

BI tools facilitate data visualisation, reporting, and ad-hoc analysis. They allow logistics managers to create interactive dashboards, reports, and visualisations to monitor key performance indicators (KPIs) and identify trends, patterns, and anomalies within their operations.

Predictive Analytics Tools

Predictive analytics software uses historical data to make forecasts and predictions about future outcomes. These tools enable logistics and transport managers to anticipate demand fluctuations, identify potential disruptions, optimise inventory levels, and optimise transportation routes.

All-in-one Solutions

There are software packages that offer a combination of the above. These packages are often referred to as integrated or all-in-one logistics management software. While the specific features and capabilities may vary across different solutions, these software packages typically provide a comprehensive suite of tools to manage transportation, warehouse operations, supply chain processes, business intelligence, and analytics. Here are a few examples:

Enterprise Resource Planning (ERP) Systems

ERP systems like SAP, Oracle, and Microsoft Dynamics often offer modules or extensions tailored for logistics & transport management. These modules integrate transportation management, warehouse management, and supply chain management functionalities, along with built-in analytics and reporting capabilities.

Integrated Logistics Platforms

Some software providers specialise in offering integrated logistics platforms that cover multiple aspects of logistics management. These platforms provide end-to-end solutions encompassing transportation management, warehouse management, supply chain visibility, business intelligence, and analytics. Examples include JDA Software, BluJay Solutions, and Descartes Systems Group.

Supply Chain Execution Suites

Supply chain execution suites, such as Manhattan Associates' Supply Chain Solutions or Infor's Supply Chain Management, combine transportation management, warehouse management, and supply chain analytics within a single software package. These suites are designed to optimise logistics operations and provide comprehensive visibility and control across the supply chain.

Business Intelligence and Analytics Platforms

Some business intelligence and analytics platforms, such as Tableau, Power BI, and Qlik, offer connectors and integrations with logistics-specific data sources and systems. These platforms can combine data from various logistics management tools and provide advanced analytics, data visualisation, and reporting capabilities.

What Is The Best Direction?

Specific features and integrations offered by each software package may vary, and it's recommended to thoroughly evaluate the functionalities and compatibility with your organisation's requirements before selecting a solution. You need to see if an all-in-one solution meets your needs. How often do we commit to software only to later wish they did certain things another way? While these integrated packages can be beneficial, they may not always provide the same level of customisation or specialised features as building a bespoke system. Therefore, it's essential to consider the trade-offs between customisation and convenience when selecting the appropriate software package for your logistics & transport management needs.

The Role of Building Bespoke Systems From Ground Up

While off-the-shelf software solutions provide a solid foundation for logistics data analytics, some companies choose to build bespoke systems tailored to their specific needs. Building custom software from the ground up offers several advantages:

Flexibility and Customisation

Bespoke systems can be designed to align precisely with a company's unique business processes, data requirements, and analytical needs. This level of customisation allows logistics & transport management to capture and analyse data points that are most relevant to their operations, leading to more accurate insights and actionable recommendations.

Integration and Scalability

Building a custom system enables seamless integration with existing software applications and data sources within the organisation. It ensures that data flows smoothly across systems, eliminating data silos and enabling a holistic view of operations. Additionally, bespoke systems can be designed to scale alongside the company's growth, accommodating increasing data volumes and evolving analytics requirements.

Competitive Advantage

By building bespoke systems, companies can differentiate themselves from competitors who rely on standardised software solutions. Custom software allows for the implementation of innovative features and functionalities that address specific pain points and enable logistics & transport management to gain a competitive edge in terms of efficiency, cost-effectiveness, and customer satisfaction.

Future-Proofing

As the logistics industry continues to evolve, so do data analytics requirements. By building a custom system, companies have the flexibility to adapt and incorporate emerging technologies such as artificial intelligence, machine learning, and advanced analytics techniques. This future-proofs analytics capability, ensuring that the system remains relevant and effective in the face of evolving industry trends and challenges. However, it's important to note that building bespoke systems requires significant investment in terms of time, resources, and expertise. Companies must carefully assess their needs, evaluate the cost-benefit analysis, and engage experienced software developers or IT consultants to ensure successful implementation. It is important that you recruit the right calibre of professionals. Let us look at this next-

Recruiting for the Right Roles in Data Analytics

Data Scientists

Data scientists play a crucial role in logistics companies by extracting actionable insights from complex data sets. These professionals possess strong analytical skills, statistical knowledge, and programming expertise. Recruiting data scientists with experience in logistics or supply chain analytics can bring domain-specific insights and help develop predictive models and algorithms to optimise various aspects of logistics management

Business Intelligence Analysts

Business intelligence analysts bridge the gap between data analytics and business operations. They possess a deep understanding of logistics processes and requirements and can translate data insights into actionable recommendations for improving operational efficiency, supply chain performance, and customer satisfaction. Recruiting business intelligence analysts with a logistics background can ensure they possess the necessary industry knowledge and can effectively communicate data-driven insights to stakeholders.

Data Engineers

Data engineers play a critical role in managing data infrastructure, data pipelines, and data integration. They ensure the availability, reliability, and integrity of data for analytics purposes. Recruiting data engineers with expertise in data warehousing, data modelling, and ETL (Extract, Transform, Load) processes can help logistics companies build robust data management systems that support effective analytics.

IT Professionals

Logistics companies need skilled IT professionals who can develop and maintain the necessary technology infrastructure for data analytics. They should be proficient in database management, cloud computing, and data security. Recruiting IT professionals with knowledge of logistics systems and industry-specific challenges can help align the technological requirements with the business needs of logistics & transport management.

Cross-Functional Collaboration (important issue)

Effective data analytics in logistics management requires collaboration between various departments, including operations, finance, marketing, and customer service. Recruiting individuals who can bridge these functional gaps, possess excellent communication skills, and work collaboratively across departments is crucial for successful data-driven decision-making.

Recruiting the Right People

Recruiting the right talent in data analytics is crucial for logistics companies to effectively harness the power of data and drive successful outcomes. Here are some essential considerations when seeking to recruit the right people for data analytics roles in logistics & transport management:

Define Clear Job Descriptions and Requirements

Start by clearly defining the job descriptions, responsibilities, and requirements for data analytics roles. This includes outlining the necessary skills, qualifications, and experience. Be specific about the required technical skills, such as proficiency in data analysis tools, statistical modelling, programming languages (e.g., Python, R), and familiarity with logistics or supply chain domain knowledge.

Seek Data Analytics Expertise

Look for candidates who possess a strong background in data analytics. Seek individuals who have relevant academic qualifications, such as degrees in data science, statistics, computer science, or related fields. Experience in applying analytics techniques, data modelling, data visualisation, and predictive analytics within the logistics or supply chain context is highly valuable.

Evaluate Problem-Solving and Analytical Thinking

Data analytics professionals in logistics must have excellent problem-solving skills and analytical thinking abilities. During the recruitment process, assess candidates' ability to think critically, apply analytical methodologies, and derive meaningful insights from complex data sets. Provide candidates with scenarios or case studies related to logistics challenges and evaluate their approach and proposed solutions.

Assess Technical Competencies

Assess candidates' technical competencies by conducting technical interviews or skills assessments. Evaluate their proficiency in using data analytics tools, programming languages, statistical analysis techniques, and their ability to handle large datasets. Consider providing practical exercises or asking candidates to present a project or analysis they have worked on in the past.

Evaluate Domain Knowledge

While data analytics skills are essential, understanding the logistics and supply chain domain is also beneficial. Assess candidates' knowledge of logistics processes, industry trends, and challenges. Look for individuals who can bridge the gap between data analytics and logistics operations and effectively communicate insights to stakeholders.

Cultural Fit and Communication Skills (important issue)

Considering the cultural fit of potential candidates within your organisation is very important. They must be able to collaborate with cross-functional teams, communicate findings, and influence decision-making. Look for individuals with strong communication skills, the ability to work well in a team, and an aptitude for translating technical concepts into actionable insights for non-technical stakeholders. They also need to fit your company ethos, so marrying your culture with their beliefs is a very important issue for recruitment longevity!

Recruitment Help

Industry Networking and Specialised Recruitment Platforms

Engage with industry networking events, conferences, and online communities focused on data analytics within logistics & transport management. These platforms can help you connect with professionals with specific expertise in logistics data analytics. Utilise specialised recruitment platforms or enlist the help of recruitment agencies to reach a broader pool of qualified candidates.

Continuous Learning and Development

Data analytics is a rapidly evolving field. Look for candidates who demonstrate a commitment to continuous learning and professional development. Inquire about their participation in relevant training programs, certifications, or industry conferences. Candidates willing to stay updated with the latest advancements in data analytics techniques and tools are more likely to contribute to long-term success.

Conclusion

Harnessing the power of data analytics in logistics management is essential for staying competitive and achieving operational excellence. However, technology alone is insufficient; recruiting the right talent for key roles is equally important. By recruiting data scientists, business intelligence analysts, data engineers, and IT professionals, together with fostering cross-functional collaboration, logistics companies can unlock the full potential of data analytics. Investing in talent acquisition, training, and development can ensure logistics & transport management have the right skills and expertise to make informed decisions, optimise operations, and deliver exceptional customer experiences in today's data-driven era.

How can we help?

We have a vast knowledge of recruitment techniques that we can advise you with to help you recruit the right person. Cultural fit and the ability to communicate across your business is a crucial consideration a lot of people do not prioritise. We can help you with this part of the puzzle, giving you the tools you need to get the right person in the role with employment longevity as the goal.

We also supply logistics and transport managers, logistics planners, transport planners, export and import clerks, shipping clerks and order processors for your market sector. Please don't hesitate to get in touch with us for a chat.

Temporary Workers Play Key Role In Overcoming Call Centre Staffing Challenges

The Temporary Workforce

Call centres are at the forefront of customer service, handling high call volumes and ensuring customer satisfaction. However, staffing challenges can pose significant hurdles to achieving operational excellence in these fast-paced environments. To overcome these challenges, call centre managers in the UK are increasingly turning to temporary workers as a strategic solution. This blog post will address staffing challenges in UK call centres by leveraging temporary workers. From understanding the benefits of temporary staffing to implementing effective strategies, we will provide valuable insights to help call centre managers optimise their workforce and deliver exceptional service.

The Benefits of Temporary Workers in UK Call Centres

1 - Flexibility and Scalability

Temporary workers offer call centres the ability to quickly scale their workforce up or down to match fluctuating call volumes, seasonal demands, or unique campaigns. This flexibility ensures efficient resource allocation and cost optimisation.

2 - Rapid Onboarding and Training

Temporary workers can be quickly onboarded and trained on essential call centre processes and systems, allowing them to contribute to the operation promptly. This agility enables call centres to address staffing shortages swiftly.

3 - Specialist Skills and Expertise

Temporary workers often bring diverse skills and experiences from previous call centre roles, which can enhance the overall competency of the team. Specialised skills in technical support, multilingual support, or sales can be leveraged to deliver targeted services.

Effective Strategies for Leveraging Temporary Workers in UK Call Centres

1 - Strategic Workforce Planning

Strategic workforce planning is crucial for call centre managers to anticipate staffing needs and align temporary workers with peak periods or specific projects. Managers can determine when and how many temporary workers should be deployed by analysing historical data, forecasting call volumes, and identifying trends. This proactive approach ensures that the call centre has the right number of staff members to handle customer inquiries efficiently.

Additionally, considering the specific skills required during different periods can help recruit temporary workers with the appropriate expertise. For instance, when call volumes typically surge during the holiday season, having temporary workers skilled in handling customer orders, returns, and gift-related inquiries can be invaluable.

2 - Efficient Recruitment and Selection

To attract suitable temporary workers, call centre managers should establish efficient recruitment processes. Collaborating with reputable staffing agencies can be beneficial, as these agencies often have a pool of pre-screened candidates with call centre experience. This partnership allows for a streamlined selection process and ensures a steady supply of qualified candidates.

Leveraging online job boards, social media platforms, and the call centre's website can also widen the recruitment reach. Clear job descriptions and requirements should be communicated to potential applicants, specifying the temporary nature of the position and any essential skills or qualifications. Managers may conduct initial phone screenings or video interviews to assess candidates' communication skills and customer service aptitude before proceeding with in-person interviews.

Building and maintaining talent pools of previous temporary workers who performed well can also be an effective strategy. These individuals are already familiar with the call centre's operations and may require minimal additional training, reducing the onboarding time.

3 - Robust Onboarding and Training Programs

Efficient onboarding is crucial to equip temporary workers with the necessary knowledge and skills to perform effectively. Call centre managers should develop comprehensive onboarding programs that cover essential areas such as company policies, product knowledge, call-handling techniques, and customer service skills.

Providing temporary workers with an overview of the call centre's goals, values, and expectations helps them align with the organisation's culture. Detailed training on call centre systems, tools, and software ensures temporary workers can navigate the technology smoothly.

Furthermore, call centre managers should schedule role-playing exercises and simulations to help temporary workers gain practical experience in handling various customer scenarios. This hands-on training approach prepares them to address customer inquiries with confidence and efficiency.

4 - Seamless Integration with Permanent Staff

Creating a harmonious work environment that fosters collaboration between temporary and permanent staff is crucial for call centre success. Regular communication channels should be established to ensure effective coordination among team members. Call centre managers should encourage open dialogue and feedback to ensure that all employees feel valued and heard regardless of employment status.

Team-building activities that involve both temporary and permanent staff can help in building relationships and fostering a sense of camaraderie. These activities can range from team lunches, competitions, or group outings. Call centre managers can enhance employee morale and improve overall performance by fostering a positive work culture that values teamwork and inclusivity.

5 - Performance Management and Support

Setting clear performance expectations for temporary workers is essential for maintaining service standards. Call centre managers should establish key performance indicators (KPIs) specific to temporary roles and communicate them effectively. Regular feedback, coaching, and performance evaluations help temporary workers understand their strengths and areas for improvement.

Recognition programs that acknowledge outstanding performance among temporary workers can motivate them to excel in their roles. This recognition can be through verbal appreciation, certificates, or small incentives. On the other hand, if performance concerns arise, managers should provide constructive feedback, identify areas for development, and offer additional training or coaching opportunities as necessary.

Temporary workers may face unique challenges due to their shorter tenure, so ensuring they have access to appropriate support is important. Regular check-ins, one-on-one meetings, and a designated point of contact can address any concerns or difficulties they may encounter during their employment.

6 - Enhancing Employee Engagement

Engaging temporary workers is crucial for their productivity and satisfaction, which ultimately translates into better service delivery. Call centre managers should ensure that temporary workers are involved in team meetings, training sessions, and other relevant activities. This inclusivity promotes a sense of belonging and makes temporary workers feel valued as team members.

Offering incentives tied to performance, such as performance-based bonuses or rewards for achieving specific targets, can motivate temporary workers to go the extra mile. Additionally, providing opportunities for skill development, such as online training courses or workshops, demonstrates a commitment to their professional growth and can enhance their engagement and loyalty.

Open lines of communication should be maintained with temporary workers, allowing them to voice any concerns or suggestions. Call centre managers should actively seek their feedback to identify areas for improvement and implement changes that enhance the overall work experience for both temporary and permanent staff.

7 - Knowledge Transfer and Documentation

Temporary workers often possess valuable knowledge and insights that can benefit the call centre's overall performance. Encouraging the documentation and sharing of best practices, customer feedback, and process improvements can facilitate knowledge transfer among the workforce.

Call centre managers should create a collaborative environment where temporary workers feel comfortable sharing their expertise. Periodic knowledge-sharing sessions, team meetings, or dedicated platforms for information exchange can ensure that valuable insights and lessons learned are disseminated to the wider team.

Moreover, maintaining up-to-date documentation on call handling procedures, troubleshooting techniques, and frequently asked questions can support temporary workers' day-to-day activities. This documentation serves as a reference for both temporary and permanent staff and ensures consistency in service delivery.

Compliance and Legal Considerations

1 - Employment Laws and Regulations

Call centre managers must stay abreast of UK employment laws and regulations to ensure temporary workers' compliance. Topics such as working hours, breaks, minimum wage, and equal treatment should be thoroughly understood and applied to temporary staff.

2 - Contractual Agreements

Clearly defining the terms of employment, duration of the assignment, and payment structure in written contracts is essential for both call centre managers and temporary workers. These agreements should address key aspects such as confidentiality, termination, and any specific requirements related to the call centre environment.

3 - Health and Safety

Temporary workers, like permanent employees, have the right to a safe and healthy working environment. Call centre managers must provide adequate training, ensure compliance with health and safety regulations, and address any potential risks associated with the work environment.

Conclusion

Leveraging temporary workers presents an effective solution to address staffing challenges in UK call centres. Their flexibility, quick onboarding, and specialised skills enable call centre managers to optimise their workforce, improve service delivery, and adapt to changing demands. By implementing strategies such as strategic workforce planning, efficient recruitment, and comprehensive onboarding, call centre managers can harness the benefits of temporary workers effectively. Furthermore, ensuring compliance with employment laws and promoting a supportive work environment will contribute to the success of temporary staffing initiatives. As call centres strive for operational excellence and exceptional customer service, leveraging temporary workers is a valuable approach that empowers them to achieve their goals.

How We Can Help

We not only have a fantastic pool of talented Call Center temporary workers, but we can also advise you on all the aspects of Call Center logistics, from contract details to compliance and legal, we can advise on it all. Please reach out to us anytime if you need help.

5 Reasons Why You Should Offer Feedback to Unsuccessful Candidates

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The job market is very fluid at the moment with people and businesses shifting in different directions, and gaining very experienced top-tier employees can be a task in this climate. Recruitment can be a really busy place to be, but it is important for us to always look at and practice good recruitment ethics. Implementing these in our working practices no matter if they do take us a bit longer to achieve is a great investment for the long term. What you give out will always eventually reflect back on your company.

One good practice that we are writing about today is supplying interview feedback to unsuccessful candidates. This in the past has been problematic for businesses and employees, with many working professionals before the pandemic believing things should be improved. In fact, 3 years ago an article by Charlie Taylor undertaken for the Debut Guide to Interview Etiquette revealed that 77% of 18-23 year old’s think it should be a legal requirement for employees to provide feedback after a face-to-face interview. The student and graduate careers app Debut, have in the past targeted this problematic procedure and have campaigned for more feedback. Since this article, we have seen things improve, and we at Prestige have always advised our clients to implement feedback as a best practice in business recruitment procedures. Yes, as a company it does take a bit more time, but with a lot of people coming onto the job market at the moment, it can give interviewees the essential feedback they may need to move forward with their career. It also can give businesses a great reputation for employee-focused company culture. We as a recruiter understand the importance of feedback for both clients and candidates and with this in mind, we have compiled a list of five reasons why you should offer feedback to unsuccessful candidates.

1) Feedback Can Offer Great Recruitment PR 

The more positive an individual’s experience is with a company, the more positive their review is likely to be. Websites such as Glassdoor allow you to leave reviews of your interview process, which can show other potential employees how to prepare. If a candidate has had a negative experience with your company, they can leave a bad review, which can affect the company’s reputation. As well as this, word of mouth is a great marketing tool. Even if a candidate doesn’t take the time to write a review on a website, they may still be asked by friends about their interview experience at your company. If your company has taken the time to be transparent and honest during the interview process, they are likely to say positive things. This may attract other candidates to want to work for your company, meaning you are attractive to a wider audience of individuals.

2) Future Customers - Future Clients 

When an individual applies for a job, they are a potential candidate for a vacancy. Beyond that, they are also a potential consumer. When a candidate prepares for a job interview, they research your company, products and services. While doing this research, they may like what they see and want to use your company themselves. If after the interview, things are left on bad footing and you don’t supply feedback, they are less likely to want to use your company for their own personal needs and less likely to recommend you to friends. 

Candidates may also be potential clients. You never know whether one day your company may want to work with another business – which now happens to be run by a candidate you rejected many years ago. If this candidate has had a negative experience due to lack of feedback and communication, they are unlikely to want to work with your company.

3) A Great Way to Say Thank You

When an individual has an interview with a company, they are likely to spend time and effort preparing for their job interview. Whether that is researching the company or preparing answers for potential questions (or reading our other blogposts), it all takes time! A candidate may also have to take time off from their current job and spend money getting to the interview location. By giving feedback to a candidate after they have invested money, time and effort into your company, it shows that your company is prepared to mirror this and invest in every person, regardless if they get the job. It makes candidates feel like they haven’t wasted their time, which increases satisfaction. 

4) It’s Not as Time Consuming as You Think

By supplying feedback to candidates, you are investing time into them – but it’s not actually as time-consuming as you think. Often during an interview, the interviewer will be making notes on the candidate’s responses and the interview process. If you outline these notes back to a candidate constructively, it supplies the candidate with what they really want without having to waste a substantial amount of time or resource.

5) It’s the Nice Thing to Do

Many candidates will not hear back from an employer, which can often affect their confidence and chances with other jobs interviews. By supplying feedback and responses to unsuccessful candidates, you are giving them closure in a positive way. Although they may not be a great fit for this specific role, if you supply feedback, the candidate may be able to work on their weaknesses, so something good can still come from their rejection. Supplying feedback to a candidate is the best thing to do as it gives them something substantial to take away from the whole interview experience. 

Conclusion

Interview feedback really is a win-win for the long term goal of good company culture. As a business it’s important to us to deliver regular communication and feedback to both client and candidates, we have built our reputation on this. People really appreciate having fast concise feedback to work with. In these times of the pandemic, where a lot of people may be changing career paths and leaving long term posts for new horizons, this feedback could really help them know if they are on the right path or not. All in all, it is a great thing to do to help in this strange situation we all find ourselves in at the moment. 

5 Reasons Why You Should Invest in Employee Training

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Investing in training is one of the most positive things you can do as a business. By investing in your employees, you are investing in your business and this will only see you move forward with your goals. Do you need strategies to future-proof your business? Well, this is where the correct structured training programs can make a real difference. 

Training is not just all about helping people with the skills they already have, it's also about broadening critical skills outside the obvious ones, this is where that magic sauce can happen! Firstly it has the advantage of creating flexibility across different roles within the business. With the ability to quickly cover business problems and disruptions. It gives the ability for employees to cross-pollinate within different roles, bringing strength in depth to the business. It also affords the opportunity for an employee to develop into new roles that arise within the business, keeping them moving forward which is a motivating factor for the person involved. To really accomplish these all-around benefits businesses need to invest in structured ongoing quality training that is aligned with their company's ethos and business goals.

There are two quotes by Benjamin Franklin that are noteworthy, one is “an investment in knowledge pays the best interest”, the other is “Tell me and I forget, teach me and I may remember, involve me and I learn.” Two great quotes that not only show the importance of training but the need for quality training too, training that is motivating and involving! Information taken from a 'Train Like a Champion' infographic states that one out of every three employees said that uninspiring content is a barrier to their learning. This really does highlight the importance of Benjamin Franklin's 'involve me and I learn' quote. Look and invest in training that is engaging to all.

Are We Giving Training That is Needed?

We feel most people would agree that training equals better employees and therefore better companies, but our research seems to show the opposite trend within business. In 2019 the CIPD (a professional body for HR and people development) wrote a report addressing employer underinvestment in training. It noted that 'the world of work is rapidly changing, and the need to develop the skills and capabilities of the workforce to respond is more important than ever before. They also stated that 'investing in training and development is a key way to fill skill gaps and address skill shortages within organisations, yet despite its importance, evidence suggests that employers in the UK are training and investing less in their workforce.' It is a bizarre fact that in the late 1990s, an ATD study concluded that organisations investing in comprehensive training saw a 218% higher income per employee than companies that didn’t have formalised training. So this is even more bizarre when the CIPD said 'employer training has been declining since as far back as 1998, even despite the introduction of government initiatives.'

Employees Training Concerns

On this topic let's now look at the findings of a long-term research project commissioned by Middlesex University for Work Based Learning, it stated that 'from a 4,300 workers sample, 74% felt they weren't achieving their full potential at work due to lack of development opportunities. If we add all this up then it seems that we are generally not giving enough quality training and employees feel like they are being held back because of it.

Future Skills and Training

It looks like new skills and training are high on the agenda if we want to stay ahead of the curve. In the Department of Education Employer Skills Survey of 2019 (Summary Report here), they stated that 'for future skills requirements around two-thirds of employers anticipated the requirement to develop the skills of their workforce in the coming year (64%). The most common reasons for expecting to need to upskill their staff were in response to new legislative or regulatory requirements (42%), because of the introduction of new technologies or equipment (41%), due to the development of new products and services (35%) and the introduction of new working practices (35%)'.

Now we have an appreciation of what these findings are saying let's take a look at all the benefits a company can expect to achieve if they decide to invest in the quality training needed!

1 - Reduced Cost of Turnover

Staff turnover within a business is very normal but if your turnover is high, you are wasting a lot of money having to constantly hire new people. Therefore, investing in training is a far more effective way to spend your money. By supplying training to all members of staff, your existing employees will feel engaged with your organisation. When constantly learning new things, your employees feel more valued by your company and so are more likely to stay loyal. This means their confidence in their role will improve along with internal prospects, in turn, you stand a better chance of them not wanting to go elsewhere – which is a major win for reducing hiring costs.

2 - Helps Your Business Run More Efficiently

If you have a business built up of expert employees, there is no denying that your business will run more efficiently. Thorough training ensures that every employee knows exactly what they should be doing and when, while also understanding how they should do it. Therefore, every company should be working towards having a full team of people knowledgeable in the field they work within and in other roles that are connected within the business – it just makes good sense.

3 - Your Company’s Reputation

Having a company that is reputable as an organisation that cares enough to provide thorough training and education is great for hiring new employees. In today’s society, company review websites such as Glassdoor have serious effects on your company's reputation. If you are known to have a great training program in place, you will have a wider choice of candidates as more people will like your company culture and want to work for you. Also offering employees development as part of the benefits of working for you can help stave off competition that is trying to attract your top talent!

4 - Knowledge Efficiency

Efficient training programs mean that you are able to cross-train employees so that they are knowledgeable in different areas of the business. In the new frontier post-COVID, this is an essential attribute! By teaching a wider breadth of skills, you are not only developing the employee’s personal skills and increasing employee engagement; you are also being efficient as a company. Having employees that are trained in a wide variety of things means that you can fill in for absences if you need to. Cross-training also fosters team spirit, which adds to your company atmosphere. Training is also essential in knowledge transfer, as by spreading knowledge throughout all employees, you have support with training future hires as everyone can help train each other. It also means you aren’t left in the lurch if one employee who was very skilled at something in particular leaves.

5 - Promotions

Having well-trained staff means that it is easier for their roles to develop into management. If you need to find a manager for your company, you are safe in the knowledge that the employee you hire will have all the knowledge in the things you need them to – because you have trained them. By promoting from within, rather than outsourcing, you can prevent stagnation and lethargy with employee roles within your company. People that are in the same role for years can become jaded and not as productive as they could be when motivated by a new challenge. Another huge benefit is that by hiring internally, you substantially cut recruitment costs. 

Conclusion

All the evidence suggests that investing in training helps employers and employees, it makes logical sense. Starting it from day one and continuing throughout the employee’s career will give the company the best possible outcome to all the points above. Although it may take some time to see a return on investment, the long-term gain will make a huge difference to your company's performance and perception. We as a company have understood this for a long time now, and that is why we have always invested in training for all our employees. We always look for the most engaging training we can and try to keep our internal training fun and informative.

Tools For Employee Retention ( part 1)

The cost of finding new staff is expensive to a company and in a competitive candidate market, it is essential that we concentrate on keeping top talent and keep nurturing it. We take a look at two overall strategies that can help retain staff and grow your overall company culture.  

Employee retention is something that should be on top of all of our minds, be that recruiters, HR Teams or Operations Managers. Just thinking of the cost of employee churn is eye-watering. You have hiring costs, onboarding, training and the lost time between the last employee and the new one getting up to speed. Then there is always the dreaded thought of them not working out and you having to start the process all over again! 

The longer good employees stay, the better it is for the company both financially but also culturally. Existing employees know your company culture, they make up the echo system of the workforce, if you don't get it right (especially in management positions), changing people can disrupt the cultural balance of a company. 

New Work Culture - Millennials on the Move

There has definitely been a cultural shift in how people view the longevity of their careers at the companies they are employed by. It has been cited in a 2020 Deloitte report that Over a quarter of millennials said that they plan to leave their company at some point within the next year. This is the highest percentage of all generational groups, considering millennials will soon make up most of the worldwide workforce this is something to keep in mind. Working culture has changed over the years and it is not good to look backwards for solutions. We have to understand the demographic of the future workforce and put strategies in place that will help retain these more transient, mobile workforces. So, this week we focus on two big issues, employee development and recognition! 

Employee Development and Growth 

As we mentioned in our blog 'How visual learning can boost your business and aid employee retention,' training and employee development are one of the most important keys to retention. Providing relevant continuous training that broadens employees' skills allows for them to move into new more challenging roles. This shows the employees that they have a career progression, that the company takes them seriously and is willing to invest time and money in them. When you invest in an individual’s success, they are more lightly to be more engaged with your company and feel a sense of belonging and loyalty. In a Linkedin document '2020 Global Talent Trends,' it was said that companies that rated highly on employee training experiences had a 53% lower attrition rate. In this document by edu-me 'Revitalize your Learning Strategy for 2021' they note that "workforce churn has risen year-on-year for the last decade, and in 2022 more than 50% of all skilled workers will need to be re-skilled in some way. In order to thrive in the future of work, companies need to proactively invest in their Learning & Development Strategy."

All individuals have aspirations; set short and long-term goals for them. Then work with them in mentoring and training to help them achieve these. If people have nowhere to head in your company and are no longer learning anything beneficial, they will start to look elsewhere for opportunities, no matter what their position. A Deloitte report found that one of the main reasons for employees looking to move companies was a lack of career progress at 37%, and 27% with a lack of challenge in their jobs. Growth, development and training are key tools for retention 

The Positive Power of Employee Recognition and Rewards

The power of recognition for employees is not to be underestimated!  A great reward and recognition program in your company will have a profound effect on employee retention. Rewards are a great way to express your gratitude for your employees’ hard work. There are two different flavours of rewards, tangible and intangible. Tangible rewards are financial, like bonuses or gifts. These types of rewards have a great short-term effect but never underestimate the intangible! This great article by edu-me goes into the differences Between Extrinsic and Intrinsic Motivation and the difference between tangible and intangible rewards. The intangible side of things are more like words of affirmation, praise and employee recognition, especially for accomplishments. This type of reinforcement is even stronger if the praise is given publicly. These little things go a long way. we are all human, who does not like being picked out and praised in front of their peers! Or seeing an article about them in a company or trade magazine! 

Being an appreciated member of a team and having a good relationship with your manager is something you can’t attach a monetary value to. They are invaluable to a positive relationship with management and your company. Recognise your employees with promotions, pay raises, well-earned job development and praise.  This tells your employees that you’re paying attention, that you know how well they are performing and that you want to invest in them and their future.  

Conclusion

Both development and recognition are vital in your armoury of employee retention. Keep a look out for part 2 on other retention strategies to implement within your business.

How To Guarantee An Increase In Workplace and Homeworking Creativity

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Whether this is at home or within the traditional office setting, workplace creativity can be an essential element of any productive company and office environment. Bringing creativity to the forefront of a business through working strategies, culture and environment will generally enhance employee creativity. This will inevitably have a knock-on effect on your business to be more innovative and productive. Workplace creativity can inspire your staff, creating a positive culture to work within and this can lead to a happier more dynamic team and company.

Let us start all this off with some quotes about creativity and imagination. They seem to be coveted by some very successful people!   

1. “Creativity takes courage.” – Henri Matisse

2. “Creativity is intelligence having fun.” – Albert Einstein

3. “Creativity is just connecting things.” – Steve Jobs

4. “To have a great idea, have a lot of them.” – Thomas A. Edison

5. “What is now proved was once only imagined.” – William Blake

6. “Creativity may be hard to nurture, but it’s easy to thwart.” – Adam Grant

7. “Creativity is not just for artists. It’s for business people looking for a new way to close a sale; it’s for engineers trying to solve a problem; it’s for parents who want their children to see the world in more than one way.” – Twyla Tharp

8. “If you want creative workers, give them enough time to play.” – John Cleese

9. “The visionary starts with a clean sheet of paper, and re-imagines the world.” – Malcolm Gladwell

10. “Logic will get you from A to B. Imagination will take you everywhere.” – Albert Einstein

It is a blast from the past but the Adobe State of Create 2016 report showed that 77% of workers believed creativity would be a critical part of the staff skill set in the future. Well, we are in this future now and if we ever needed to be more creative this is the time!  

Since COVID-19 things have changed, it's not just the office we have to look at, but home working too! We are now back in an office environment but there is no doubt things have changed. Homeworking is still a part of the working paradigm so let's first take a look at the home working before we then mix in the traditional office solutions. By now you will know people who love working from home and those that hate it. So, a well-integrated home and office work culture can be a real advantage. This brings me to the 'Work After Lockdown' study, which is a major research project funded by the Economic & Social Research Council, they investigated how working from home under Covid-19 lockdown will impact how the UK works in the future. Let's take a look at some of the findings and see if they are comming true:

Work After Lockdown: Working from Home under COVID-19 lockdown - Transitions and Tensions January 2021

In this report, it states that "productivity under lockdown was good. Nine in ten (88.4%) of employees feeling they had got at least as much, if not more, work done at home as in the office. Many people expressed a strong need for connection and social support." Also "Few miss the regular travel to work. Many miss the workplace as a source of social interaction – those opportunities to contribute new ideas, learn from others and feel connected to the organisation." And “'seven in ten (73%) of employees wished to adopt a hybrid work arrangement - blending working from home with the commonality of the office - and to retain the flexibility and control over their working pattern from which they have benefited under lockdown." This study shows that under difficult circumstances productively has been good however we really need to think about how we can sustain this long term,  by bringing a creative workspace and working concepts into the home as well as the traditional office. Let's have a look at some solutions that will work to integrate both with joined-up thinking and continuity. We’ve listed some strategies to ensure that your business stays creative, focused and thriving!

Increasing Workplace Creativity:

Hire Diversely 

If you are recruiting diversely, you should have a team full of people from all walks of life. Because of this, you will gain access to a variety of viewpoints and perspectives, which funds the growth of unique, innovative and fresh ideas. So hire diversely and your business will be able to identify opportunities and explore new solutions. Hiring diversely, therefore, guarantees an increase in workplace creativity.

Flexibility

If possible, allowing for flexibility in the workday allows employees to work when they feel the most creative. Studies have consistently shown that flexible schedules lead to higher rates of overall productivity, higher job satisfaction and most importantly, higher workplace creativity. Letting employees work outside of the box and outside of regular hours means they will be able to produce their optimal creative output. People are all so different in their creativity and energy patterns, so let's have a look at two artists that used their creativity constantly with amazing effect. 

Pablo Picasso would often go to bed late and wake up late. He would get up around 10 am, have some leisure time to himself then arrive at his studio in the early afternoon around 2-3 pm. Then he worked until 3 am with a dinner break usually around 10 pm. Now, at the opposite end of the spectrum, Georgia O’Keeffe told an interviewer in 1966 “I like to get up when the dawn comes. The morning is the best time, there are no people around". After breakfast at 7:00 AM, O’Keeffe would then work in her studio for the rest of the day and finish for her last meal of the day at 4:30 PM. So we can see, all people are fired up at different times. Work flexibility can help get the best from peoples natural working rhythm, it can also help with their domestic commitments too. Enabling flexibility with people can make for a very happy and productive team! 

Encourage Breaks

Burnout is not good for an individual’s creativity, and that is why it is so important that you actively encourage your employees to take breaks. If possible, you should let employees go for walks when they need it, having fresh air will clear the mind and help them think better which is also very important whilst working from home too. It is really easy to let the day slip away from you when you are working from home but forgetting to take ample breaks hampers peoples ability to recharge and refresh their creativity. We talk about this very subject and a lot more strategies for getting the best out of homeworking in our podcast 'The Guide to Survive and Prosper in the World of Lockdown and Homeworking'. It's worth taking time to listen to this as we talk to Sandra Marston, an esteemed counsellor and life coach who talks about how to deal with the new model of homeworking. Although this was put together for coping with the pandemic, all the strategies are still relevent and are effective at any time or situation. So please feel free to share the podcast link with any of your employees.

Structure Your Brainstorming

It is important that you structure brainstorming activity in order to reach optimum productivity and creativity. Allow everyone to present their ideas first. Then, once everyone has their ideas down, go through them one by one and make sure each idea is given the same amount of thought. Structured brainstorming allows room for growth within people, they feel part of the solution within the context of working toward the companies goals and it focuses on creative thinking!

A lot has changed since New York advertising executive Alex Osborn come up with the idea of group brainstorming in books he wrote in the 1940s. He was the person that made fashionable the idea that problem-solving and innovation are enhanced by harnessing a group’s collective knowledge and building on each other’s ideas. I know there are many sceptics on the topic of brainstorming efectivness but Paul Paulus, a professor of psychology at the University of Texas at Arlington has been involved in more than 100 experiments and studies. He assessed group creativity and group decision-making and said "If done badly, brainstorming is unproductive, but it’s valuable when done right. Problems often need multiple perspectives.” His strategies for successful brainstorming are outlined in this article from success.com  

Diverse surroundings 

When an employee spends all their time at one desk and in one seat, it can become easy to feel demotivated. The best creative environments have a variety of options so individuals can work wherever they feel best suits them. If someone is getting fed up sitting at their desk, changing the environment and standing or sitting on a comfortable sofa can seriously affect their engagement and creativity. Therefore, you should offer a variety of options so that people can work where best suits them on that particular day. This also can be recommended for employees working from home. Give them permission to work outdoors as well as inside, let them know they don't have to be in their home office all day. Recommend to them that if it's quiet, sitting on the sofa with a cuppa and their laptop for a few hours can really help break the monotony. After all, diversity is the spice of life! 

Meeting Spaces

Linking to our previous point, you should also offer a variety of meeting places. There should be some that are open and some that are closed. These different areas will encourage different personality types (which we discussed in our blog 'How Can Introverts Succeed In The Workplace?') and groups to work together in a space that best suits them. The same applies to connecting digitally. There are many software solutions that can give you very different flavours of connection, we looked into all these options in our blog 'How to Increase Workplace Communication'. The blending of connection and communication for your team via online services is imperative for creativity and motivation. We predict these online solutions themselves will become more creative in their offering in the future, improving upon the human interaction experience. It is important that you keep track of new solutions and use multiple forms of connection for remote and office workers. This multi-format connection approach will help employees to stay in their creative mode by using their preferred way to connect with people and their team. 

There Are No Stupid Ideas

You should communicate to all of your employees that there are no stupid ideas. Some individuals may be scared to speak up and show their creativity because they are worried that their ideas may not be suitable. Therefore, you should reinforce the fact that you want to hear all ideas and no idea will be stupid. Just like good brainstorming we mentioned earlier, If you can actively encourage individuals to speak up, their creative flair will increase when they realise that they don’t have anything to be embarrassed about. You may just find the next big thing from your liberated employees! 

Henry Ford's ideas were totally rejected in the beginning when he tried to present his concept to a group of industrialists, nobody bothered to give him any time, they thought Ford's idea of 'affordable vehicles for an average citizen' was not even relevant. He was however encouraged by one person and that was Thomas Edison and today we are reaping the rewards of his idea of mass production cars! 

Who does not know “Harry Potter” and author J.K. Rowling? The manuscript of Harry Potter was rejected not once, but twelve times by publishers! But, she didn’t give up and we can now enjoy the life journey of Harry Potter. Let your employees know that no idea is ever off the table, there may be many that can't be implemented, but some just may be the game-changer you really needed!   

Facilitate A Team Mentality

It is rare that a good idea comes from just one person – that’s why it’s important that you can work as a team. Creativity is a team sport, so you should make sure everyone is part of the team's shared goals. In the blog entitled ‘Characteristics of High-Performing Teams', we covered how selecting the right people with the right attitude and teamwork can produce a very high performing team. As a case study, we looked at the Mercedes F1 team careers philosophy and broke down these strategies for success in how these type of teams are built and managed (it's worth a read!). Teamwork, sharing ideas, trust and collaboration are all parts of optimal creative teamwork. 

The Physical Workspace 

Looking back at one of the headline statistics of the IES Working at Home Wellbeing Survey of 2020 was that there has been a significant increase in musculoskeletal complaints. More than half of the survey respondents reported new aches and pains, especially in the neck (58 per cent), shoulder (56 per cent) and back (55 per cent), compared to their normal physical condition. We are now bringing this blog around to something as simple as how you sit and what you sit on! This can make all the difference to your motivation and creativity throughout the day. A fundamental of working creatively is to be feeling in good shape while you are working. Making a home office a great workspace is as important as doing this in a communal office. Investing in your homeworker with quality working equipment like proper chairs and desks are as important as supplying great laptops with good screens! Don't leave it down to chance, help employees create a positive place to work with great equipment at home as well as in the office. Also, encourage your employees to make their personal space creative and tactile, maybe give them financial help with this. It is proven that people work better in more creative spaces. There is a good article in Medium about this '11 Creative Workspace Ideas to Trigger Your Creativity' It covers things like adding plants to your workspace, hanging art on walls, an inspiration board and a recharge space! A physically creative office, whether communal or at home is the fuel for being creative itself, your surroundings are an important factor, so do not dismiss this, it is a good strategy for general well being and productivity for employees and teams. 

Conclusion 

Admittedly, creativity doesn’t necessarily come naturally to everybody. But, if you can foster creative ways of working, have it embedded in your company culture and give people the tools to be able to achieve this, then you will find that creativity will naturally grow within your company. 

Are flexible Working Methods Your Company’s Future?

Originally we wrote this blog in 2019, it was pre-COVID-19 and talked about how flexible working patterns can help businesses, we truly believed that work flexibility would be a key to future working practices. Who would have known back then what global chaos was in store for us all! So we have re-wrote this blog to incorporate some of the radical changes that COVID-19 has forced us to take. A lot of these changes we were advocating pre-2019 and now we are coming out the other side the Government seems to be pushing to get people back into offices, however, we are now seeing a hybrid situation, where a lot of businesses are splitting hours between the office and home. Let's have a look at all the positives and negatives of this and the things we have learnt.

Pre COVID Ideas

We started the original Blog talking about technology changing our world as we know it, completely altering the way people can and want to work. Technology was changing how businesses ran but it was also changing the perception of how people wanted to work. Social media was shining lights on forward-thinking companies back then with great employee-focused concepts and for sure, flexible working was a part of the mix. This flexible style of employment had taken inspiration from the start-ups of the Silicon Valley Boom where they were treating their employees very differently. The new inclusive way seemed to galvanise employees with purpose, commitment and the general vibe of working hard and getting results, but having fun doing it! They were more like a tribe on an exciting mission than just individuals turning up to work, trying to get through a day's grind. The changes looked exciting with engaging modern working environments with pool rooms, table tennis, coffee stations and chill out bean bag areas, this usually ran alongside flexible hours and the ability to work from home or in different environments like your local coffee bar. This all grew in our consciousness, we all wanted to work for an amazingly flexible company like that! Somewhere cool, enjoyable, but with goals and a defined purpose! Not an easy job, no, but a job that motivates you and treats you with trust and investment in return for all your hard work. It is quite ironic that the instigators of this work culture and this flexible working are the exact same companies that were building the technology to allow us to move forward with flexible working methods.

Soon companies outside of Silicon Valley started employing this type of ethos in their working environment to attract top talent. This way of working gained traction outside of the tech sector with many diverse companies employing the company ethos and flexible working patterns of those valley startups. Companies like Zappos Shoes, Warby Parker and Moog Music, with many more companies pre-pandemic looking at this positive work culture concept so they could attract the right calibre of people to their business.

Flexibility The Key

In the crisis of COVID-19, we found that flexibility was the key to the solution. We were using Zoom in 2019 but to think everyone under the sun would be moving to this service in such a small space of time would have been an astonishing thought pre-pandemic. But when plunged into a crisis, humans have this amazing ability to find tools to meet the challenges they face. Video conferencing was a big tool that fixed a problem and now people are seeing the benefits of this form of communication, also, the limitation of it too! After all, not every solution is perfect, but mixed in the right way they can move us forward and improve our communications and working environment.

Companies have had the chance to test out the benefits of people working from home, which they would not have tried without the crisis. They can now see in real terms the financial benefit, flexibility and productivity of it all. Working from home became a new norm, now we have all had time to figure it out. We now know what can and cannot be achieved with homeworking, who likes or dislikes it, the technology we need, and the systems we need to support this. We have come out of this with far more knowledge of what does and doesn't work and having the ability to build successful hybrid working solutions companies would not have imagined pre-pandemic.

The Agile Workforce

There is another part of flexible working that we feel will be the key to the transformation of our economic recovery and growth. This is the curation of a truly agile, flexible workforce that can support and bolster businesses as they rebuild. It seems that a high element of homeworking will be one of the ways forward to ease people back into a restructured working environment, but there are other forms of flexibility that we have been talking about for a while. A workforce that is a truly flexible one, built of highly skilled contract and temporary workers, working from home and connected by the best technology to integrate with any company at the drop of a hat.

In the post-COVID-19 world we live in, to build strong businesses we will need this type of flexibility. It will be essential to have highly skilled people being able to move fast within the business environment to help with future growth. This type of solution was starting to slowly gain popularity before the crisis, we have been shouting out about this since 2018. Informing people to look at a flexible workforce in a different light to the past perceptions of it. Considering you can connect to the internet pretty much anywhere on the planet these days, this solution looks to be a key to our economic transformation.

Summery

So let's put all this information together! Below we are going to go through some of the benefits we talked about previously regarding flexible working for employees and businesses. Then we will add some notes about how we are looking now in hindsight and how a true Flexible Workforce could be a major strength for everyone going forward.

Pre-COVID-19 Take On It The Benefits Of Flexible Working:

Home Woking

Back in 2019 according to Inews, almost half of people in the UK weren't happy in their job and did not have a good work-life balance. Potentially, companies that promoted a flexible working system have the ability to improve people’s well-being in the workplace, thus making them a more desirable employer.

Although working from home can potentially cause distractions, it can also have the ability to increase productivity. This is not only great for personal development, but it will also build a trusted relationship between employee and employer. On the negative side, If you work from home every day, the structure between home and work could decrease and this could reduce the work-life balance, this is something to be aware of. So, having the option to work from both the office and home, could ensure the best of both worlds. I think from our original post we have seen this prediction play out with positive effect over the last 3 years.

Reduction In Travelling Costs And Fuel Emissions

Obviously, if more people worked from home this would be a benefit to the environment, your time and pocket, we are all now seeing the impact this can have. Promoting flexible working is great for your staff and the environment.

Enhances Company Image As a Family-friendly Place To Work

Competition is fierce for top candidates, so seeing a company promote positivity in the workplace with a good work-life balance and benefits will make any company look attractive.

Alternative Ways For Flexible Working

Not everyone likes working the typical 9-5 these days, so, having the option for people to choose their hours would allow them to work at full capacity for longer. Introducing flexible working for your employees would do so much for a company and its staff. There is so much pressure in all aspects of today's society, so it's important that people feel valued and rewarded, benefits like flexible hours will not only increase happiness but obviously, it will boost company growth too!

All the above concepts were written pre 2019. With this in mind let's now look at the reality of it all Post COVID!

Benefits Of a Flexible Workforce Post COVID-19

In 2019 a large percentage of employers (46%) used agency workers for ‘traditional reasons’, a growing number of businesses were hiring temporary and contract workers with the hope of transitioning them into permanent roles, with 64% of respondents from a CareerBuilder study saying that this was their ideology behind using a flexible workforce. So we have a foundational past use case, but moving forward this can become very tactical for businesses in how they recruit and grow.

Agility

Being able to move faster with projects will be key, having a pool of skilled flexible contract workers that can just plug in and go is a real plus point. It would let you experiment and innovate within your business more freely.

A New Way Of Thinking

Bringing highly talented fresh people in from outside the company, coming from a contracting background can often spark new ways of working which can have a knock-on effect on the rest of the company. You can use these strengths to be more creative and innovative. Also, if you mix this in with a flexible work approach for existing employees you with find the perfect productive sweet spot for all your workers.

Talent Scouting And Retention

By offering an environment suited to a flexible workforce, employees are more likely to find the talent they need. They have time to see what a person can actually achieve. Then you have a chance at retaining that talent if they are a good company fit. This all adds to building a great company reputation, which in turn will allow you to continue to attract the right additional staff.

The Perfect Mix

Once you have assembled and structured your workforce, be that a mix of the flexible workforce or not, it is time to use what we have experienced over the last few years to your advantage. Providing a positive work culture is the best way to attract and keep a highly-skilled workforce. Flexible working environments from home and office really work well for the right people. Flexible hours, investment in training and a positive work culture all add up to your company being a fantastic place to work. This has been proven over the last 3 years, and if you what to get the best from your employees then all these concepts should be considered.

Conclusion

As we can see there are so many benefits of being a flexible forward-thinking company pre and post COVID-19. Taking all these strategies, mixing and matching them to create the perfect blend of working going forward can only enhance your company in terms of productivity and culture.

Our Vision Of a flexible Recruitment Solution 

As a business we recognise the future role of traditional office work will change forever and we have searched for options to add value to our service offering when supporting clients; this had led us to release Prestige Remote 360, the complete secure remote workforce solution. We combine highly talented flexible workers with the security of a Gold Certified Microsoft Partner, making this really simple to integrate talented people at all levels into your business seamlessly and safely. More information here…. 

6 Reasons for Making Your Website Accessible

Prestige Recruitment has always prided itself on being an open and inclusive company, but we can always do more and we know we should always strive to improve our services and culture. With this in mind , we decided to have a long hard look at our website in terms of accessibility as sometimes it can be overlooked by businesses and not being well informed about its importance is quite common.

We decided to audit our website and started to clear potential problems. After a general clean up and appraisal, we turned to a great AI solution called UserWay. UserWay creates advanced website accessibility solutions that help with ensuring ADA compliance, a great standard to follow. ADA compliance is short for the Americans with Disabilities Act Standards for Accessible Design. This means that all electronic information, technology and websites must be accessible to those with disabilities and in America, it is enforced by law. In the UK we have something similar but nowhere near as comprehensive called the Equality Act 2010. This protects all individuals from unfair treatment and promotes a fair and more equal society. Website owners are required to make ‘reasonable adjustments' to make their websites accessible to people with disabilities and whatever the laws are in different countries, we should be leading from a position of having basic respect for peoples right to equality and this is certainly the major driving force for us.  

Everyone should be able to access and use your website successfully. Implementing standards of web accessibility is crucial for everyone no matter what their disability, they should be able to navigate your information freely and easily without obstacles or problems. So let's look at 6 Reasons for Making Your Website Accessible: 

 1- It Helps People

This is the simplest to start off with, yes, we can help people! The World Health Organisation’s (WHO) website explains that “About 15% of the world's population lives with some form of disability, of whom 2-4% experience significant difficulties in functioning.” That figure does not take into account temporary disabilities that can hit our lives suddenly from time to time, an arm break or an eye injury, can impede our use of technologies. 

There are millions of people across the world who can be helped. Often these people need assistance to interact with websites and the internet. This is where people can benefit greatly from good website design and the right accessibility tools. We all know buildings need wheelchair ramps, so let's help and build accessible websites! 

2- Help & Accessibility to All 

Web accessibility is all about ensuring that the functionality and website content can be accessed by all regardless of physical barriers and disabilities. The website should also be easy to navigate for people with other forms of disabilities such as neurodiversity. For instance, our assessability menu system now has the ability to change the text to a Dyslexic friendly typeface, such simple things can really help.

3- Accessibility & Brand

Having an accessible website shows equality is important to your business, it demonstrates that you are inclusive and attentive to all your customers and clients. If equality is important to your brand then it needs to be in everything you do and starting with an accessible website is a great foundation. This demonstrates your commitment and will attract more like-minded clients, customers and partners who want to be part of a positive culture.  

4- You Can Reach More People 

Making your website accessible is a great business decision as well as a moral one, the more people that can use your website, the more your customer and client base will grow. It all boils down to simple numbers! If you need a business based motivation for investing and implementing this sort of solution then here it is. Inaccessible sites exclude around 15-20% of potential customers so the more people that can engage with your website, the more business you will have, it is as simple as that really! 

5- Improve Your SEO 

Need another business reason to implement this? Website accessibility goes deeper than making your website more usable for people with disabilities. It also improves your website SEO, making it more likely to be found in search engines. Google never reveals the exact details of how pages are ranked but we know making your site accessible is one of the best SEO practices you can invest in. 

6- Positive Culture

When you go all-in on website accessibility, you are showcasing a positive brand image for your company. This can really be a great part of demonstrating your stance on equality. It also shines a light on your culture and can only make your company stronger and more appealing to deal with.  

Conclusion

We have enjoyed our journey in making our website more accessible. At a very simple level, it's just nice to know you are helping people! With great tools available now like UserWay there is no real excuse not to do it. We know it is an ongoing commitment and we will continually audit our website and refine it.There is a great feeling of positivity having started our accessibility journey, it ties in with what we stand for as a company and we would wholeheartedly suggest this path to anyone. 

Do you worry too much?

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Whether you are a CEO, manager or employee, we all can suffer from excessive worrying. You may just think this is generally indicative of life, which in part is true but there is a difference between occasionally worrying and being in a permanent state of anxiety, both in and out of work. This can have a bad effect on your mental and physical health and also have a negative effect on your work, which then can lead to more worry and the cycle goes on! This is a problem, where if not addressed early on can slowly invade your life without you realising. The best way to analyse this is to take a big step back, clear your mind and have a look at the following 5 signs. If you establish you are worrying too much then we have the ABC strategies for coping and helping at the end of the blog!  

The Five Tell Tail Signs 

1- You Replay Everything Over and Over 

This is a case where you are constantly overthinking past situations and replaying them through your mind to give yourself some reassurance. As an example, you’ve just been to a work meeting and your boss said one of your ideas sounded good, but didn’t really elaborate. After the meeting, you sit at your desk and start replaying the meeting over and over in your head trying to think if your boss said anything else, you start thinking about the tone and the way they spoke. Did they actually think it was good? Did they say it sarcastically? Did they mean it? You will replay it over and over potentially convincing yourself of the worst-case scenario.

2- The Worst-Case Scenario

This is when you always think of the worst-case scenario in everything and twist even positive news into something bad. For example, your boss may say something like;  that was a great conclusion to the project the other day, lets get together as I have some questions. Now person one, who is a generally positive person,  may think great my boss has noticed my good work and wants to know how I did such a good job! I can't wait for the meeting!

Let's now look at person two, who is generally in a constant worried state. They may think, oh-no! the boss has spotted something that is wrong with the project and wants to give me a dressing down for it! 

These are two very different takes on the same request from your boss! This is what we call your filter, and if your filter is one of anxiety and not positivity then it can potentially bring out a negative hypothesis to a simple request!  

3- You Rehearse What’s Going to Happen

Every day you rehearse for the most mundane things. You think about your drive to meetings, you check out the parking options as you are worried you won't get parked, and you prepare what you’re going to say in advance. You will hardly let anything happen naturally as you worry about how you are going to get somewhere, what you are going to do and what you are going to say. 

4- You Struggle to Sleep 

When it comes to nighttime, you will rarely fall straight to sleep. You might toss and turn, thinking and worrying about what the next day will bring. You also go over things that happened within your day and especially dwell on any slightly negative situations. This leads to a lot of overthinking which in turn leads to a lack of sleep. 

5- You Can’t Ever Relax 

You always need relaxing time, however, if you find that during this time, you just can’t switch off, you are a serious worrier. If you find that you are having persistent anxious thoughts throughout your daily life, even when you’re trying to relax, you’re definitely worrying way too much!

The ABC Strategies For Coping With Worry

A - Quality Sleep

Let's tackle an important foundation step first …. SLEEP!

Poor sleep means poor functioning the following day, which can lead to more stress which then, in turn, creates worse sleep. Your anxiety levels rise when you have not got enough shut-eye! When it comes to sleep, you need to break the cycle and move your bedtime to at least get the recommended 7-9 hours. Some tips for this: stop using technology or use blue blockers before bed, let yourself unwind, maybe read some fiction, dim the lights or ultimately do a bit of mindfulness or meditation! If you feel guilty about taking ‘your’ time, remind yourself that proper rest lays the foundation for proper functioning. You will be better positioned to tackle the next day! There are also plenty of apps out there to monitor your sleep to see if you are getting the correct amount of quality sleep. It might take some time to get into this new routine, but once you’re sleeping more, your worries will decrease.

B - Mindfulness and Meditation 

We have mentioned this many times in our blogs and podcasts, practising meditation and mindfulness can calm your mind and really put the breaks on anxiety. Whether you are sitting down in a quiet place for 10 minutes just being mindful, or putting Headspace on your phone and doing 10 minutes of meditation, it will all help! Using a meditation app like Headspace can help you have a calmer, more focused day, reducing worry and anxiety. Try doing it first thing before work and at night before you go to sleep, it will have a profound effect on your work and personal life. Research shows us that mindfulness and meditation are real-world stress busters, so give it a try, commit to doing a little bit every day and you will see a vast difference in the long term. In the podcast 'Regaining Your Mojo With Motivation! The esteemed counsellor and life coach Sandra Marston gives a shout out to a book on mindfulness by Ruby Wax called 'Sane New World', this is definitely worth a read. Mindfulness is slightly different to meditation but it can have a very strong effect!

C - Breathing 

Yes Breathing! We mentioned this very subject in a blog post last month called 'Nerves and how to deal with them for an interview', in this we had a big section on breathing! You would be amazed Just how relaxed and free from worry you can become after a bit of structured breathing. There are lots of styles out there to choose from but the one we focused on was Box breathing. Research shows that there is a link between the way you breathe and the way you think and feel. It is all to do with The Autonomic Nervous System which controls, among many things, heart rate and respiration. Structured breathing taps into the parasympathetic nervous system which helps your body calm down, it slows your heart rate, respiration and reduces cortisol levels in your body. Relaxation techniques like box breathing engage the Parasympathetic Nervous System quickly, calming the mind and body and helping with worry and anxiety. This technique of breathing is used by US Navy SEALs to keep them working efficiently under high pressure. They are taught simple controlled breathing techniques that help them stay relaxed in high-stress environments. 

Let's try some Boxed breathing! All you have to do is picture a box with equal sides. Inhale for 4 counts as you breathe in and visualise moving up one side of the square. Then hold your breath for 4 counts, as you do this imagine moving across the top of the square while holding your breath. Then exhale for 4 counts while your visualising moving down the other side of the square. Then finally hold your exhaled breath for 4 counts and visualise moving along the bottom of the square back to the start. Then all you need to do is repeat this until your anxiety releases. A great technique for managing worry at any time! If it is good enough for the SEAL's it's good enough for you!

Conclusion

Worry comes when you allow your mind to wander too far into the future and dwell on the past. Using all these techniques will anchor yourself in the present and can do wonders to dispel worries. Using meditation to calm your mind adds power to the foundations of breathing exercises and getting great quality sleep gives you the best way to face your day! Put these three things together for a few weeks and you will feel like a different person! Remember, everyone worries and worry isn’t necessarily a bad thing – it’s human. The problem with your worries comes when they take over your life and you find yourself struggling to be productive, especially at work. If you try all this and are still having problems maybe seeing a counsellor would be the way forward, they are so approachable. As mentioned earlier, give our podcast 'Regaining Your Mojo With Motivation!' with Sandra a listen, we go into all these relaxation techniques and much more! Also, you will get to listen to a proper counsellor talk and quickly realise they are just  there to help you with great ideas and solutions,  and definitely not someone you should fear. We hope this blog helps you on some level and all the very best for the future.

Unconscious Bias and Recruiting For Technical Roles

Looking at it your way – Unconscious bias and recruiting for technical roles

We seem to have been talking forever about the need for more diversity in science-based industries. Despite all the efforts put into encouraging more gender diversity in the labs, male, and more specifically white male, dominance is still a concern. However, this is seemingly not from a desire to maintain the status quo. Almost every business we speak to is either actively pursuing a more diverse workplace or looking to implement more strategies to encourage one.

In fairness, we need to be realistic and accept that this is not something we can cure with a magic bullet solution. As has been identified many times, a multi-layer approach starting in education and ending in the workplace is needed. It is a long game certainly, but one worth playing. Putting aside the natural moral and ethical desire to ensure our workplaces are inclusive, there is a very clear business reason for encouraging diversity. A diverse workplace has multiple benefits and not the least of these being an increase in productivity.

Simply put, workplaces without diverse teams are missing out on the talent, creativity and skills of a large number of potential employees. Diversity in the workplace is not just a matter of an ethical position; it has a positive financial benefit.

Legally, as we all know, we are required to conform to the benchmarks that prevent us from unfairly favouring or being unfairly biased towards particular candidates and employees. I doubt there are many HR departments or management teams that are not 100% compliant in this area. The rules are reasonably clear, and we all adhere to them.

Unconscious bias, though, is a different matter. Partly because it doesn’t have the clarity of a legal framework, but mostly it is, by its very nature, a hidden problem. To address it, therefore, we need the procedures that recognise it is there and shine a light on where it influences decisions made and the outcome of recruitment. Recognising we are acting on these motivating factors is an uncomfortable position to adopt. In essence, we are asking ourselves to admit we are behaving in a way that we would all prefer to think we did not.

How do we address unconscious bias in the recruitment process?

With so many challenges to overcome, it is tempting to throw your hands in the air and just adhere to the legalities of employment. However, this is one of those situations where the cultural and procedural process within an organisation can be changed with small steps.

One way to start is to look for expressions of implicit bias rather than try to tackle the hidden bogeyman of unconscious bias in general. Identifying implicit bias and removing or neutralising it is a good first step to making your hiring process more inclusive. While there is probably other work to be done in terms of the internal culture, some small steps can help take away the opportunity for unconscious bias to affect recruitment. As with many problems, you can break it down into specific targets and then remove the opportunity for it to manifest.

Knowing the bias points is crucial, but we are often talking about more than the usual suspects such as gender and race when we are addressing unconscious bias. There are other factors that we may need to consider. Indications of relative wealth, manner of speech, physical appearance, and so on all create an impression of the candidate. These are opportunities for unconscious bias to influence the selection of candidates for a job. A good exercise then is to consider the points in your recruitment process where bias may come into play and raise awareness of them. Once in the light of day, they are less likely to be a factor resulting in candidates being judged on skills and ability rather than who they are. However, that does not mean that the personality of the candidate cannot be a factor in your decision of who to employ. You are also looking for an employee who will fit into your ethos and culture. Candidates are not robots, and as an employer, you can choose who you feel would be the best fit for your team, but that best-fit decision should not be influenced by inherent bias, only by the suitability of the candidate.

• Standardise across the whole process

Standardising your initial approach to selecting which candidates to consider for an interview is a relatively easy process (see the next point), but this can be extended to the interview stage. Consistency of content in initial interviews and meetings will allow you to make clearer decisions, not just about who you prefer but why you prefer them. If every candidate goes through the same procedure at the interview, it will give you anchor points on which to hang your judgement of their suitability. It is the difference between stating ‘I think they will fit in’ and having a record that you think the candidate is a good fit because of their answers to a set question or because you gave them a skills test. An unsupported statement may well prove to be correct, but with a standardised recruitment process, you will be able to say why it is correct.

• Remove identifiers from CVs and other materials

The purpose of a CV is usually not to identify the person being introduced except by their skills and suitability for the role. The interview process is designed for personal interaction, the CV stage is not. This doesn’t mean that the candidate’s personality cannot come through in introduction statements, CV examples, and so on. However, if you remove references to gender, age and other potentially motivating biases from the CV in advance, you are levelling the playing field. 

• Mind your own language

A good area to consider first when looking to combat inherent bias is to consider the expression of it in the language used. Is it actually appropriate or necessary, for example, to use words that promote a gender bias in internal communications or candidate evaluations? While there is still some debate around the research at the granular level, it is pretty much agreed that some words attract or repel specific gender candidates. The result of this is those candidates who identify as female will be less likely to apply for a job that uses masculine language. In effect, the language of the advertisement itself is telling them they do not meet requirements. 

• Promote recognition of implicit bias internally

While it certainly can be a little uncomfortable to do, it is really worth looking at how we all use certain bias-laden language in our internal communications during the selection and interview process. It is very easy to add a factual but potentially biased statement. There is really no need to add information beyond the facts, but we still do, often with good intentions. For example, if someone has a poor standard of written communication, then unless there is a very good reason to do so, there is no need to point out that this may be because English is a second language. We may well want to mention this in an attempt to be supportive or as a justification for refusing them the role, but there is simply no need to add this fact. If the role requires a high standard of written communication, then that is all there is to it. Even if the communication problem is not a defining condition of employment, then there is still no need to qualify the point unless you have a specific reason to do so.

Conclusion

It is important to realise the need to address bias because challenging implicit and unconscious bias is well worth the fight. It isn’t easy to change or expose it because it is part of all of us, but the benefits of addressing it are numerous. Science and technology industries, such as pharma and biotech, have long been a battleground in the fight to increase diversity and inclusivity. It is not through lack of trying that this issue still persists, and great strides have been made in education and the workplace to create more diverse teams. Where some industries may struggle to adapt, the pharma space is actively looking to genuinely embrace an inclusive ethos in our experience. Extending this ethos into the recruitment process is another step forward and can only help generate a more creative and productive industry.

Some supporting information:

Gender in language

Business Chronicles: Joining a Local CII Body - James Almond

Hot off the back of our 'Pheonix from The Flames' specials we have another positive blog section we are calling ‘Business Chronicles’. These are short-form blogs where we ask our clients and business acquaintances to pen us a small story of something interesting that has happened to them over the last year. We start these off with James Almond. James talks about himself joining a Local CII Body in 2020, and the achievements that he has accomplished for them covering analysis of the effects of COVID-19 on the industry. If you would like to see this analysis then there is a link at the end of the blog.

A Bit About James:

James Almond is Business Change Manager at the Direct Line Group. He is a highly motivated, versatile and dynamic change manager with over 20 years of experience in the insurance sector.

Business Chronicles

2020 was an interesting and incredibly rewarding year for me personally, it was early that year I decided to make enquiries about joining a local CII Body. Little did I know how my journey would progress!

The CII has always been of interest to me, but through either distraction or other commitments, I hadn’t given any real thought to how I could turn this interest into something more formal. I was very lucky to have Phil Beattie, a friend inside of work ( Direct Line Group ), and conversations regarding Financial Services and insurance has always been something close to our hearts. Through conversations, Phil was able to work through and describe the type of activity and work the council would be involved with and he was keen I took a look at things for myself.

Insurance has after 25 years given a sound career and lifestyle to me and my family, as someone who left school straight after the sixth form, with less than desirable grades, it was a market that gave me a chance and invested in me as an individual. I am and will always be grateful for the platform it has provided me. Whether it's delivering a huge programme, presenting in front of hundreds of people or representing the group's values and behaviours, I am always keen to progress and give something back. This is why becoming a council member was an opportunity I could not overlook, and with a little luck it will help inspire the next generation of Insurance professionals

My first 12 months within the council has seen me attend various virtual meetings, becoming involved in a variety of subject matters and expanding my knowledge considerably. My proudest moment was designing, creating and producing analysis for a COVID-19 survey which was distributed to our local members. This highlighted the impact of COVID-19 on the North West and in particular Merseyside region. The feedback and results gleaned from my work have been greatly received and I hope to be able to provide further support in the future with a similar activity, should an opportunity present itself.

Overall, I’m proud, and happy to be a Council member and building on this past success I look forward to what the next 12 months have in store.

Support, dedication to the cause and the right people – Can the UK lead the world in Pharma technology?

There is a real sense of optimism about the future of Pharma around this week. It is still hard to talk about anything relating to business growth or development without referring to the pandemic, Brexit, or the recent budget, but the tone has changed. Realistically there will be an ongoing impact from the Covid situation, and even as we head towards recovery and rebuilding, we do need to accept the reality of the economic situation. It has been hard, and it is going to continue to be hard for a while. So why the optimism? Well, accepting the reality of a changing world is one thing but how we react to it is another. The UK Pharma industry has never been a static one. It is innovative, creative and conscientious. Because of this, the circumstances we are currently in could well be an opportunity to cement a place for the UK as a world leader in pharmaceuticals, not only as a manufacturer but as an innovation leader. The stage seems to be set, and with the right people in the workforce to develop them, this could be a time of real growth and recognition for our Pharma industries.

What was in the budget?

There was a real focus on development in the Chancellors speech. We are yet to see the full practicalities of how these will roll out, but a look through the announcement reveals several initiatives and promises of funding and support that are focused on helping scientific and technological development.

The announced continued support for the vaccine rollout is a fundamental requirement to ensure a return to a stable working environment. Other announcements, though, showed an ongoing commitment to tackling the Covid problem. There is to be £22million and £28million to fund research into effective third dose vaccines and new variant testing, respectively, to ensure we keep on top of the virus 

Probably one of the most encouraging announcements for business was the Future Fund: Breakthrough scheme. The purpose of this is to help innovation in business by creating access to funding. The pharmaceutical and other life science industries should be able to access this support, which is great news. Added to this was the confirmation of the so-called super deduction for investment and upcoming consultation on tax relief for R&D. If this, as seems to be the case, results in a climate where businesses can look to investment for research and development tax relief and also the other areas of development, including machinery and facilities, then there is a lot to celebrate. Encouraging new development means new jobs and more potential for growth.

Brexit has recently changed the playing field, and in fairness, there has been a rather unsettled initial period. Pharma, like most industries, had a right to be concerned about the change in access to free movement. Again here, the budget has been a game-changer. The announcement of employment initiatives such as ‘flexi-job’ apprenticeships and trainee schemes show a real determination to increase employment opportunities. Possibly of more immediate interest for development teams, though, was the news that overseas workers considered to be ‘innovators’ could be accessed via a revamped visa scheme. The changes will allow faster clearance. Together these two initiatives could lead to the development of a young workforce to feed the industry in the future and access to a world of talent needed now for an initial boost.

Capital support seems to be about to become available to help create opportunities. Capital investment, though, is only part of the picture if we are to continue to lead the field and develop new technologies and products. If we are in this for the long haul and want to take our position as world leaders, then the recruitment of the right teams and access to talent at all levels has to be the keystone to success. The future of the pharma industries certainly looks a little brighter after the budget, and with the correct workforce in place, we can take this optimism and build something world-beating. 

Call us, and we will talk through your workforce requirements. We are here to help you find the team you need.

Budget 2021 information from .gov

The Insurance Institute of Liverpool COVID-19 Impact Survey October 2020

We are lucky enough to have a good relationship with the Insurance Institute of Liverpool and we have recently been discussing  how COVID-19 has affected businesses within the sector. They have kindly shared information from their Impact Report survey to enable us to publish this data for our clients and candidates within the Insurance and Financial Services sector. We feel this data provides some insight into the sector at the moment and hope it will be a useful tool for you to utilise should you need it. 

We would like to thank Phil Beattie and James Almond for all their hard work in getting this information together for us. They have been a great help and source of information to understand what is happening within the Insurance and Financial Services sector. 

Before we delve into the survey let's get some quotes from Phil and James themselves:

Phil Beattie – CII President / Home & Commercial Property Consultant – Direct Line Group

“The COVID-19 pandemic has impacted everyone far and wide. Many of us have had to change our way of working and for some the pandemic has been a worrying time in terms of job security.”

“When the Insurance Institute of Liverpool council met for the first time virtually, a lot of the discussion was on how us as council members have been impacted and how we have adapted to a different way of working. James Almond came up with the idea of engaging with our members to understand what the impact has been at a local level. This resulted in a survey being issued out to local members with a series of questions that looks at the impact to individuals and how the organisations they work in have responded. A big thank you to everyone who responded to the survey and to James for organising it”.

James Almond – Business Change Manager – Direct Line Group

“one of our main areas of focus in our work as active council members is to study and observe the financial services market and how the sector reacts to trends and behaviours. We knew from numerous media sources that the pandemic had  impacted the UK in a variety of ways, we were keen to understand what this meant for our local members and how well we had seen business critical change delivered, which potentially could give an aggravated view of how this has been received by members and prospects of the local market for the short and medium term “

Introduction

In October 2020, the Insurance Institute of Liverpool sent a survey to their local members to understand the impact of COVID-19.   The aim of the survey was to get an understanding of how the COVID-19 pandemic has impacted their members and the organisations they work for, including how they responded during the first national lockdown. The survey contained 16 questions in total, sent to their members who were happy to receive email communication. In total 55 responses were received and the survey was on a strictly “anonymous” basis.   

The results give a useful insight into how COVID-19 impacted employees and organisations in the insurance and financial planning sectors within the Merseyside region. They do however recognise the survey’s limitations as the Insurance Institute of Liverpool (at the time of writing) has just over 1700 members. The response rate of 55 will only represent a small portion of their members’ views and experiences of COVID. They also recognised that individuals who work (currently and unemployed), within insurance and financial planning in the local region will not be CII members. 

The Insurance Institute of Liverpool COVID-19 Impact Survey October 2020

Executive Summary

One of the headline results is almost 90 % of respondents worked throughout the first lockdown. This reinforces the strength of the local industry and ability to adapt to Government required and customer demand. This has given security and comfort to a range of employees, and seeing their employee’s response to COVID 19 gives them confidence of their current job security.

Another headline is that 95 % of responses confirmed that the nature of change delivered to them to enable working practices to continue ranged between good and excellent. Change delivery on a whole has improved since the COVID 19 pandemic, citing support and learning frameworks had been put in place to help with virtual communication and learning and embedding of change.

A clear shift to online collaboration tools (Microsoft teams and Zoom) has reinforced the digital shift across the workplace.

Some emerging observations about increased productivity seem to have been validated by the survey, with 43% saying it has increased, 30% stayed the same and 25% responding that it had decreased.

When asked about the impact on mental health, there was mixed results with nearly half of respondents (49%) stated it had stayed the same and 40% that it had decreased (including three out of six of those who were not working continuously), with 7% indicating that their mental health had improved during the pandemic.

Conclusion

The Liverpool insurance and financial planning industry has shown a robust and promising response to the COVID 19 pandemic. It is clear that the models in place and technology considerations have allowed work to transition from the work place to the “ Home office “ fairly seamlessly, whilst not impacting productivity.

The Survey results in detail

The focus of this survey was on the impact of COVID-19 on the working lives of individual members and the changes within their workplace.

Individuals

There was an even spread of brokers and financial planning respondents (35% and 36% respectively), with insurers (16%) and those in ‘other’ professions (13%) accounting for the remainder (Fig.1). Fheaorty-nine of respondents (89%) continued to work throughout the initial COVID-19 lockdown, two were partially furloughed and the remaining four respondents were in turn furloughed throughout, unemployed, made part-time or were self-employed (Fig.2).

Professional productivity during lockdown appears to have increased or stayed the same for the majority of respondents (Fig.3), though 25% (fourteen) stated that it had decreased; four of these being those who had been furloughed or had hours and pay reduced.

More than half indicated that their workload had increased (Fig. 4), and over a quarter that it had remained the same; almost a fifth thought their workload had decreased, four of these being individuals who had not worked continuously throughout the lockdown. 71% of respondents told us they were not worried about their future employment prospects due to the impact of the pandemic, including three out of six respondents who had not worked continuously.

When asked about their mental health since the start of the pandemic, nearly half of respondents (49%) stated it had stayed the same and 40% that it had decreased (including three out of six of those who were not working continuously), with only 7% indicating that their mental health had improved during the pandemic.

51% thought that the pandemic had made their work / life balance easier to maintain (Fig. 5) and of these most indicated that their mental health had stayed the same, though interestingly six of those indicated that though the balance was easier, their own mental health had still declined. 33% felt it was harder to maintain a good work / life balance during the pandemic, and the majority of these acknowledged that their mental health had also decreased. 16% stated that their work / life balance had remained the same.

Fig.5 – Impact of COVID on work / life balance by % and number of respondents

Organisation

The survey asked about the level of change occurring within the respondents’ organisations during the first lockdown: the majority (85%) indicated there had been more change compared to previous years, and the remainder thought a similar level of change had taken place; no-one thought less change had taken place. Of the change that occurred almost half (47%) thought it was business critical, 40% considered the change a mixture of business critical and ‘nice to have’, with only 4% stating it was only ‘nice to have’; 9% were unsure of the change categorisation.

The way these changes were communicated varied; most were via Zoom or Microsoft Teams (51% combined), the next most popular communication method being email (22%), then telephone calls (13%). Other methods were used less frequently, and 8 respondents indicated that a combination of these methods (plus standalone channels such as GoToMeeting) was used to inform them of changes.

Of the changes deployed, half thought the success rate was good (51%), over a third thought it was excellent (35%) and the rest thought it was fair (15%) – none thought the success rate was poor. When asked about the implementation of changes, 15% stated they were implemented extremely well, 40% thought very well, another 40% considered there was room for improvement in the implementation process and 5% thought it was done poorly; of the 40% who thought there was room for improvement in the implementation process, sixteen out of twenty-two still considered the deployment success rate of change as either excellent or good.

50% of respondents thought that their experience of receiving change within their organisation had improved post-COVID; 43% considered it had remained the same and 7% thought it was below the expected level compared to pre-COVID. Of the changes implemented, 48% were supported with a framework and network in place, 41% received ad hoc support, and 11% had no support; of the six respondents who received no support, five answered that there was room for improvement in the implementation process.

Overall, 40% of respondents felt the experience of how change had been deployed and executed within their organisation was excellent; 25% though it was very good; 31% felt it had been good, and only 4% (two people) thought it was poor – none considered it very poor.

When asked if they were worried about the future of their organisation due to the impact of COVID, a large majority of forty-three people (78%) answered ‘no’, but of this group six were worried about their own employment.

Finishing Notes

Well, I think this survey really does give us an insight into what has been happening, again I'd like to thank Phil Beattie and James Almond for producing this information and allowing us to forward this on to our clients and candidates. All the survey text and images within this document are copyright of the Insurance Institute of Liverpool. Insurance Institute of Liverpool have a comprehensive members package, if you would like to look at a membership please follow this link: Insurance Institute of Liverpool Membership

Do the media need to better understand the language of science and quality?

You say ‘effective’, I say ‘efficacy’ - Do the media need to better understand the language of science and quality?

Like most people, we have been watching the reports of the various channels of development in the Covid-19 vaccine with some interest. One of the topics this has raised in the office though is the way the pharma industry and (for reasons I will explain later in the article) quality, in particular, is being reported by the press and through social media. It is fascinating as people who work with pharma businesses, to see how the science and the process of production is being presented. Even though we are not 'in the labs' so to speak, we do have a deeper understanding of the industry than the general public, so perhaps we are uniquely placed to be seeing things with one foot in either camp. 

It is also apparently not only us that have become more interested in this topic. There have been several articles recently about how the simplification of scientific language can lead to misunderstandings. On the one side of the debate, it seems the press is trying to make the science accessible to the general public but, on the other side of the fence, this could potentially result in misunderstanding. I suppose there is, and possibly always will be, a gulf between how science is practised and how the public perceives it. Arguably some of the blame can perhaps be placed at the media’s feet, and the tabloid press, in particular. They are often considered the devils in their lack of detail. That said, there is also some validity in the argument that it is unfair to ask the public to understand a process they are not trained in or working with every day. The press is merely seeking to simplify a difficult topic.

At the time of writing, as we mentioned earlier, there is a rather pertinent example of this readily available in the release of the Pfizer and AstraZeneca vaccines for general use. The Sun newspaper loudly proclaimed that the vaccine was '…more than 90 per cent effective at preventing Covid-19'. While you could argue that this is a true statement, it is also potentially misleading. As many highly informed commentators pointed out, the vaccine was producing a result of over 90% efficacy in controlled test conditions. To suggest, as The Sun seemed to be saying, that the test results obtained by administering the drug to, for example, a healthy 35-year-old, would be the same as they would for a patient with a compromised immune system, or even someone twice that age, is not a realistic expectation. Efficacy, in this case, was potentially a very different thing to being proven as blanket effective in a practical way. As it turned out, the vaccine does seem to be highly effective across a range of patients so far, but that doesn't alter the fact that the initial portrayal was somewhat inaccurate. 

That said, is it fair of the scientific and broader pharma community to expect those outside it to fully understand the meticulousness with which they use words such as efficacy? Is there a duty, or at least a level of responsibility, to ensure that the precise language used by the industry is translated appropriately into the outside world?

Quality in Pharma

Quality is a good case in point. In our role as recruitment specialists, we meet thousands of people with successful career paths in the Pharma arena, and they all know that quality must be built in at every stage of development. Total quality management is an inherent part of pharmaceutical manufacturing. Specialists in quality methods and control in the pharma arena are in high demand, and most manufacturers, regardless of size, are continually asking us to find new team members in this area. In short, quality experts are in such demand because this is an industry that relies on quality processes. It is doubtful, however, that the general public understands the role these key team members play in maintaining a cohesive, safe and thoroughly tested development process. To bring an effective and reliable vaccine to the public would typically take potentially a decade or more, so the work involved in bringing a Covid-19 one to general use in less than a year is, frankly, incredible. Amazing and outstanding work has been achieved by everyone involved - yet it seems that is not really newsworthy in a general sense. 

The level of quality control applied during the creation of the various vaccines for Covid-19 has been no less stringent than any other. Accelerated development does not mean cutting corners or a reduction in the quality process. Sometimes, though, we do feel frustrated on behalf of our candidates and clients when we see the various unfounded and uninformed comments about 'untested' vaccines and similar on social media in particular. It seems simple enough that additional resources and the hard work of dedicated teams of professionals can result in an accelerated production cycle. However, some people find that difficult to accept.

At the risk of going full circle here, honestly, we can see both sides of this. Indeed, it would be nice to see a little more credit given to the work of the pharma community and the quality it so carefully maintains, but we also see the need for the press to be accessible. 

We would love your thoughts on this subject so please do drop us a comment. 

Using only accurate language of course…

Phoenix From The Flames

We have decided to add a new content feature segment here at Prestige called 'Phoenix from the Flames'. Now, Phoenix from the Flames can have several meanings depending on your age and what you have watched or read in the past. For some devoted 1990’s fans of David Baddiel and Frank Skinner's Fantasy Football League, it may remind you of their regular feature ‘Phoenix from the Flames’! This is where Dave and Frank recreated famous moments from footballing history, usually with a retired footballer and a good dose of comedic input from Dave and Frank. For Harry Potter fans it may be Dumbledore's trusty companion and defender Fawkes, a highly intelligent male phoenix that can be seen combusting itself into dust, then being reborn from the ashes. Now, that brings us around to the phrase ‘phoenix from the ashes, which is based on a story that goes back thousands of years, the meaning of the story was to emerge from a catastrophe stronger, smarter and more powerful. This is exactly what we will be focusing on in our new content segment! 

Positive Stories

As we are still in the throes of the COVID-19 crisis, and we have not quite reached the ashes and rebirth stage yet, we still have a few flickering flames to go. So, our new segment of blogs and podcasts are about highlighting businesses that have come through the COVID-19 crisis and have emerged stronger and more resilient for it. We think there is enough doom and gloom to go around regarding the last year, so we thought we'd look at some of the great business stories for this year. Positive stories to give a little balance, hope and motivation for the beginning of next year.

We all know how amazing some of the larger online retailers have done throughout this crisis, especially those that were already led by an online e-commerce model, the likes of Amazon who had a massive boost to their business over the last year. But it's not all been about the large dominant online retailers. There's been a lot of small to medium businesses that have done well too. In fact, those businesses that have been agile and have pivoted their business using the world of the internet as their new playground have really prospered. 

Forbes Article

Last April I remember reading a great Forbes article entitled ‘Four Startups That Pivoted Their Way Out Of The COVID-19 Crisis’. This article was early on into the crisis but through this, I could see that if people were willing to adapt and pivot, there can always be an upside. All four of these businesses in the article had just done that exact thing, they had been brave and forged a new path early on in the crisis and these were the people that had been reborn by an idea to become a stronger and smarter business. 

Let's Meet The Businesses 

Marco Castelanelli - Club Vino 

Marco Castelanelli, founder of wine tasting event company Club Vino engineered a way to take his key wine tasting business online.

When Marco could not do his live events anymore he started getting requests from regular clients asking if he could supply wine and host the tastings via a video link.

“There it was,” he says. “The obvious way for our business to move forward during this crisis. Club Vino wine tastings in the comfort of your home’.” Customers can order a home tasting package from the website, which includes a themed case of bottles, printable tasting notes with food pairing suggestions, and a video link that guides them through the wines and explains the story behind the bottle, what a great idea! 

Tom Best - The Auction Collective 

The Auction Collective focused on young and independent artists who are disrupting the industry. Auction Collective was selling artwork in a traditional auction setting. But with COVID-19 closing conventional auctions, founder Tom Best reinvented the company and took his auctions completely online. Live streaming options for real-time bidding and the world's first downloadable bidding paddles that bidders can wave during the auction! They have also developed an online shop where independent artists can sell prints and other merchandise.  Tom says: “Part of my mission is to make auctions more normal and fit for other consumer behaviour and to help independent artists sell their work.”

Lottie Whyte & Joe Gray MyoMaster

MyoMaster is a sports recovery business creating innovations that help athletes to train harder and obtain peak performance. Lottie Whyte and her husband, England and Harlequins rugby player Joe Gray started the business. Pre-crisis all their business was achieved at live sporting events and gyms. The couple feared they would have to close the business and then flipped it around by observing the home workout market starting to boom! They immediately pivoted to become a successful e-commerce business. Lottie said “We had everyone in the team focusing on updating our website, finding influencers, creating content, and figuring out how to do digital advertising - we've all been up late doing online courses and learning as we go - and we've created an online store. What we used to sell in a month, we are now selling online in a single day. There are real opportunities out there for brands that can sell online and provide people with products that can bring them joy at home.”

Hannah Feldman - Kidadl 

Kidadl were an online platform for discovering and booking family events and experiences. With lockdown hitting this market sector hard, the company found a new way forward by becoming an online repository for ideas and inspiration for stay-at-home fun and learning. They have over 1500 free activities and resources to make family life in lockdown much easier. Co-founder Hannah Feldman says: “We've pivoted by doubling down on editorial output within the business. Our writing team, comprised mainly of part-time working parents, is producing the kind of content other parents need at this critical time.” The move worked, with site visits to kidadl.com already seeing over a 500% increase.

Conclusion

So you can see from the businesses within this article, they have been bold and have looked for opportunities within their industry. Although pivoting over to being an online agnostic company has its share of headaches, the people who have embraced this have given their businesses a much-needed lifeline throughout this crisis. 

 These are some true Phoenix From The Flames stories that inspired me in the early throes of the epidemic. But here at Prestige, we've also had some great stories too. Over the next few months, we will be writing blogs and producing podcasts that talk to our clients that in this past year have pivoted and begun a new journey of success on a slightly different road! So until our next instalment of 'Phoenix From The Flames', keep positive and search for those opportunities!

Is Voice Search the Future for E-commerce?

E-commerce and The New Kid on The Block 

Since the Amazon and eBay launches of 1995, who could have predicted the growth in online shopping? As technology has improved with an amazing pace, so has the way of targeting customers within online retail. Of course, an essential ingredient for all this has been good SEO (we have some great blogs on SEO here). We have all trod the road to discovering the perfect ranking recipes, keeping pace with the clever evolution of the google search algorithms. A move towards sustainable and professional approaches to search optimisation has helped with this, but there is a new kid on the block and her name is Voice Search! With a massive variety of predictions on how this will impact online retail, how seriously should the e-commerce sector take this development? 

I have my own theories and fantasies on how Voice Search linked with artificial intelligence and augmented reality could give us an amazing shopping experience, but we will come to that later! The e-commerce sector has always seen steady growth but post COVID-19 we have seen a boom in online sales out of necessity. Online retailers that have invested heavily in their e-commerce systems, making them as frictionless as possible found their investment in online shopping paid back handsomely within this period. Those that did not invest in the latest e-commerce technologies were unfortunately deep in catch up mode. I think we can see where online retail is going and that it will only get bigger with time, also, the shopping experience with new technologies will only get more engaging with better experiences. So keeping this in mind, is voice search one of those enablers that can bring a better experience for your customers and prove to be a wise investment for sales? How will Voice search fit in the e-commerce game plan and how far ahead will their vision need to be to capitalise on this rapidly developing technology? 

Dealing with Predictions

The predictions are varied depending on who you listen to! Let's see some retrospective facts before we look at some predictions you usually see pop up in a google search.

Some Past Data: 

• 2018 Google report: 27% of the online global population is using voice search on mobile.

• 2018 brightlocal.com report: 58% of consumers have used voice search to find local business information in the last 12 months and 76% of smart speaker users perform local searches at least weekly—with 53% searching using these devices every day.

• 2019 Voicebot.AI report: 58% of online adults have used voice search and 33% were using it monthly in early 2019, up from just over 25% in monthly reported use.

Some Predictions: 

“OC&C estimates that $40bn (in the USA) and $5bn (in the UK) will be spent through voice commerce by 2022, representing 6% and 3% of all online spend.” 

• 2016 comScore Report predicted 50% of all searches will be voice searches by 2020

• 2017 ComScore reports prediction: Comscore Senior Director of Emerging Products Susan Engleson examined how consumers are interacting with voice-enabled devices. It was said 'More than half of all smartphone users will be engaging with voice search technology in 2020. Now, this sound bite has been echoed throughout many articles and is just a small snippet lifted from the examination. But nevertheless, we are here, 2020 is in full flow so let's see what this year brings!

• A 2018 study from Juniper Research believes that there will be 8 billion digital voice assistants in use by 2023, up from an estimated 2.5 billion at the end of 2018.

A 2017 Gartner report stated  that about 30% of all searches will be done without a screen by 2020, now, they did also say “By 2020, the average person will have more conversations with bots than with their spouse. With the rise of Artificial Intelligence (AI) and conversational user interfaces.” Now, I’m not to sure if we are at that point yet, (I suppose this depends on your relationship with your spouse!) but as you can see, there has been some bold predictions. In July 2019 Adobe released a survey data in July that found 48% of consumers are using voice for “general web searches.” This is for everything, like driving directions and making a call, obviously not just for ordering online.  It will be interesting to see the hard data on this in 2021 for the predictions of 2020/2023. We will put a report together for you on this in the first quarter of 2021, so we can compare some of these predictions with actual hard evidence. 

The Seeds of Voice Search

The foundation of all this 'Voice Recognition' has been around for quite some time. In 1952 Bell Laboratories created the first speech recognition system that could recognise numbers. Moving forward to 1997 and Dragon Dictate launched their dictation to text software on Windows, and so we have had a march to Voice-enabled equipment. But it was not until the smartphone boom and Google releasing a voice recognition app in 2008, did things really start hotting up. IBM’s Watson made a stir in 2010, Apple released Siri in 2011 for the iPhone 4s, Microsoft Cortana followed in 2014 and then came the Amazon Echo, Google Assistant and Samsung’s Bixby. Other voice assistants crashing the party include Alice from Yandex, and AliGenie from Alibaba. So, this should be the next big clue for us all; if you have all this investment by such massive companies, you know it's going to go somewhere, the juggernaut has started and I can't see it slowing down. You may need a crystal ball to predict how fast it will be, and what directions it will take, but one thing is for sure, they have all set course and it's only ever going to go one way! Voice technology still has a long way to go, but it has made immense strides already and I feel we will really see big advances over the next five years. 

What Will Fuel Growth? 

Not counting all the speech-enabled phone devices that are out there, we now have devices that are designed solely for voice interaction and search. Alexa devices have sold over 100 million since its general release in 2015 and all other voice devices are gaining massive popularity. But what will fuel the growth of Voice Search and how will it get better? Well, that's all down to AI. It's AI that powers virtual assistants, the two are married together to give you the voice search experience. To propel voice search into the fabric of everyday use by everyone it has to get better, and it will. As the power of computing increases so will their ability to crunch big data. Contextual learning will increase and the AI behind voice technology will leap forward. This is where things become more native, they will flow better, and the voice assistant will be able to understand more complex conversational language. Advancements in AI and Machine Learning will have a huge impact on how we interact with our smart devices and search the internet. Google’s RankBrain is designed to recognise words and phrases to predict outcomes. When it hears a phrase it has never encountered before it makes an educated guess, then tries to match it as best it can. This has the learning process feedback loop that improves the more it is used, giving it the ability to learn and answer unexpected voice searches. The better these voice devices become, the more people will find them easy to use and therefore they will start relying on them for daily activities. This is when you will see the expediential growth as you will find all of sudden you will not be able to live without one. 

Who is using it already? 

On the services side, Jetson is an early runner in providing businesses with voice commerce services. This service allows businesses to set up a profile with them and upload products. This information is then available to customers using their voice-enabled devices to make purchases.

On the retail side, Walmart made headlines by announcing its partnership with Google to launch the Walmart Voice Order. With the help of Google Assistant, you can now order your shopping via voice. Although this is a move in the right direction, these sort of services are more like shopping list extras you can add to your cart, and I don't think this would translate so well within the highly visual products. 

Amazon brought the voice search to 'Whole Foods’ and like the Walmart/Google platform, customers can ask Alexa to add items to their grocery list. Also, you can now order most of your shopping off Amazon through Alexa. If you use Alexa in conjunction with your fire stick you can then see all the visuals that you are ordering, definitely a step in the right direction for me. The plus point here for Amazon is that it owns the whole ecosystem, therefore it can create a very slick process. These are just two instances of many trying to figure this space out. For me, many e-commerce platforms will need a visual connection to support the initial Voice Search to make it a more powerful experience. H&M launched a shopping guide, Estee Lauder introduced custom-made skincare solutions through voice activation, and British online fashion and cosmetics retailer ASOS is forging forward with Enki. ASOS’ Senior Product Manager Jason Gregory is very bullish about Voice Search, so I feel we will see constant forward momentum from ASOS in the future. With the help of Google Assistant, Enki serves up its users their latest collections via their phones. All you have to do is say "Hey Google, talk to ASOS" and Enki will talk you through the latest products, sending you all the items you like to your smartphone to browse. As mentioned earlier, the potential king of all of this is Amazon. They already use AI to entice you to buy,  a staggering 35% of their sales come from their AI recommendation engine. They have a fantastically capable voice assistant in Alexa, and you can already use her to order your products off Amazon. With the investment capital that Amazon has, it will be interesting to see how they harness voice search for both SEO and their own voice-enabled products. Again as I intimated to earlier I think there is a bigger picture and that is the integration of Voice Search, AI, big data and visual enhancements like augmented reality. For if these technologies merge into one search system seamlessly, it will make for a truly compelling experience! 

Some Challenges in E-commerce  

 Product Discovery: 

Product discovery seems to be a challenge for most companies. We have talked about how the correct product data is critical, integration with AI and Information Management Systems may be the way forward for this. 

Conversion Rates: 

A big challenge facing retailers right now is how to increase conversion rates. According to Fireclick index findings, The average e-commerce conversion rate globally is at 2.58%. Again, better AI would help this situation in many ways. 

High Return Rates:

Return rates for online purchases can be as high as 50% - 80% of first-time customers and can result in them not shopping on the website again. This is where amazing images, exact sizing and precise descriptions come in. This is the big one for me, and I feel this can be alleviated by Voice, AI and visual systems. 

Some Challenges in Voice Search 

Conversational Phrases:

Earlier I mentioned just one of the challenges, which is for Voice search to understand better conversational phrases. The internet trends report by Mary Meeker’s found that almost 70% of these searches used natural or conversational language. So, we can see the trend is growing which should be the big prompt for us all to optimise for this type of search too. Remember, writing a question in a search engine can be very different from saying it. We have subtle differences in context that need to be addressed at the SEO level (yes, back to SEO again!) It's a good idea to be looking at this now to make sure you are keeping up with voice search optimisation trends. 

Voice to Data Inconsistencies:  

Currently, the feedback from retail customers on Voice Search is that it lacks accurate product images and there is a difficulty in comparing and researching products with correct information. For these gaps to be plugged that would mean rethinking web systems, data and SEO. AI companies like vue.ai are trying to make sense of this for the fashion industry by fixing these kinds of problems. vue.ai is an end-to-end retail automation platform that is redesigning the future of retail with Artificial Intelligence. Using Image Recognition and Data Science they extract catalogue data and analyse it with user behaviour to improve customer experiences. 

Summary  

As I draw to the end of this article, I can’t help but think voice search for e-commerce is an exciting place to be at the moment. It’s all to play for, and the companies that get it right have a lot to gain! As we can see, trawling the internet for stats and predictions can be interesting, but one thing is for sure, it all seems to be heading in one direction. The speed and the numbers may vary, but the new girl on the block looks to be winning the hearts and minds of the big hitters in technology and search, and also the forward-thinking digital marketers. There are a lot of AI technology companies working hard at this. I'm guessing Google is the starting point, after all, most of all our searches start there. The ability to use a bespoke system, leveraging existing AI solutions like Google is an intriguing proposition. You also have interesting companies like vue.ai that look to have exciting offerings. One thing is for sure, voice search will become the norm in years to come, so it makes sense to start and look at how you can best position yourself in this sector of search.  

If you would like to see our 'How to Optimise Your SEO For Voice' have a look at this Bog post. 

If you would like to see my ‘A Fantasy Vision of Voice Search in Fashion Retail’ blog, where I run you through what I think we will be able to achieve in the not so distant future, then please follow this link here. 

And here are some links to some interesting related topics:

https://prestigerecruitmentgroup.com/recruitment-adviser/are-backlinks-still-important-in-2020-10-strategies-to-use

https://prestigerecruitmentgroup.com/recruitment-adviser/the-foundation-steps-of-how-to-improve-your-seo