These FAQs are tailored for contact centre leaders who are considering implementing the GROW programme within their organisations. The information provided addresses key concerns and insights relevant to those overseeing talent onboarding and retention. If you're evaluating how GROW can enhance your recruitment and onboarding processes, these questions will help clarify its benefits and how it can seamlessly integrate with your existing frameworks.
Q: What is GROW?
A: GROW, which stands for Get Ready for Opportunities at Work, is an accredited e-learning programme specifically designed for new recruits entering the contact centre industry. The programme leverages the concept of "Learnboarding" to provide a comprehensive introduction to the industry. It covers its evolution, common terminology, and offers a realistic overview of the role recruits will play within a contact centre. GROW aims to excite and prepare new hires, ensuring they begin their journey with your business feeling motivated and well-informed about the diverse career opportunities within the contact centre industry.
Q: How can GROW benefit my contact centre?
A: The GROW programme addresses the common issue of "job shock," which new hires often experience when starting in a contact centre environment. Many recruits, especially those without prior exposure, struggle to fully grasp the realities of the job. GROW familiarises them with the contact centre environment and their specific roles, setting realistic expectations from the outset. By doing so, the programme helps to reduce early attrition caused by hiring mismatches or misaligned expectations. This proactive approach ensures a smoother transition for new hires, leading to increased job satisfaction and improved long-term retention within your contact centre.
Q: How does the GROW programme integrate with our existing recruitment processes?
A: The GROW programme is designed to seamlessly integrate with your existing recruitment and onboarding processes. It begins at the point of a job offer, keeping candidates engaged during the critical waiting period before their start date—an often vulnerable time when businesses risk losing candidates from the recruitment funnel. GROW serves as an additional engagement tool, with our team regularly checking in on candidates' progress. This ongoing interaction helps to ensure that candidates feel valued and invested in, increasing their commitment to joining your business. By the time they reach day one, they are not only well-prepared and informed about what to expect, but they are also excited to start their journey with your organisation.
Q: How does the GROW programme position working in a contact centre as a 'career of choice'?
A: In a competitive talent market, the contact centre industry is increasingly seeking individuals with transferable customer service skills from sectors like retail, hospitality, and leisure. GROW provides a foundation-level professional accreditation from The Forum, a respected industry membership organisation. This accreditation not only validates the skills and knowledge gained but also helps to distinguish the contact centre sector from other industries vying for the same talent. GROW offers a robust foundation and a clear pathway for continuous learning and professional development, positioning the contact centre industry as a viable and attractive career choice.
Q: Do I need to use Greenbean for recruitment to access the GROW programme?
A: No, you don't need to use Greenbean for recruitment to access the GROW programme. As part of our commitment to professional development and ensuring a sustainable talent pipeline within the UK contact centre industry, we've made GROW accessible to the entire sector. We offer two primary GROW models that include attraction and recruitment services. However, we understand that many businesses have established internal recruitment teams. That's why we also offer a third option where you can implement the GROW programme alongside your direct hiring efforts for intakes of 10 or more. This allows for seamless integration with your existing recruitment processes, ensuring that your new hires receive the same high-quality, accredited preboarding experience.
Q: What does the GROW programme curriculum cover?
A: The GROW programme curriculum is comprehensive, covering key aspects of the contact centre industry, including its evolution, common terminology, and the specific roles and responsibilities within the centre. It also addresses soft skills such as communication, customer service techniques, and problem-solving, ensuring that new hires are well-rounded and prepared for the challenges they may face.
Q: How long does it take to complete the GROW programme?
A: The GROW programme is designed to be flexible, allowing new hires to complete the modules at their own pace. Each module is mobile-enabled and features videos that are less than 10 minutes long, making it easy for candidates to fit the training around their work schedules or family commitments. Before their first day with your business, new hires will complete four brief videos. An additional four videos are required to be completed before they pass their grad bay or probation period, ensuring they are fully prepared and confident as they transition into their new roles.
Q: Is the GROW programme customisable to our specific contact centre needs?
A: Yes, the GROW programme is fully customisable to meet your contact centre's unique needs and values. We can tailor various aspects of the curriculum to reflect your company culture, specific job roles, and industry-specific requirements, ensuring the training is both relevant and impactful. With Model Two, you can even incorporate bespoke recording options, allowing your organisation’s distinct voice and personality to be infused into the training. This adaptability ensures the e-learning environment feels like a seamless extension of your workplace, enhancing both engagement and retention.
Q: What kind of support does Greenbean provide during the GROW programme?
A: Greenbean provides comprehensive support throughout the GROW programme to ensure a smooth and engaging learning experience. Our team is readily available to assist with any technical issues, answer questions about the curriculum, and offer guidance to both candidates and hiring managers. We also provide regular progress updates and check-ins, keeping you informed about your candidates' development and ensuring they stay on track. This ongoing support helps to maximise the effectiveness of the programme and ensures that your new hires are fully prepared for their roles.
Q: How does GROW help reduce early attrition in the contact centre?
A: GROW reduces early attrition by setting realistic expectations, providing thorough training, and fostering a strong sense of commitment from the start. By preparing new hires for the realities of the job and engaging them early in the process, GROW ensures that candidates fully understand the role before they begin. This clarity helps to avoid hiring individuals who may not be the right fit, thereby decreasing the likelihood of early attrition. This approach ultimately supports long-term retention and success within your organisation.
Q: Can the GROW programme be delivered remotely?
A: Yes, the GROW programme is fully accessible online, making it ideal for remote or hybrid working environments. Candidates can complete the training from any location, ensuring they are well-prepared regardless of their physical work setting.