Staffing for Growth: Focus on Human Resources
In addition to the pre-hiring processes already in place, Headsets.com has developed an ongoing — and non-traditional — CSR training program. It involves using outside professionals.
When Faith first talked to a business psychologist a few years ago, he found the feedback invaluable. “I try to surround myself with others who can help me see the big picture,” he recounts. He decided to make this service available to his entire staff.
About half of Faith’s employees now speak to the business psychologist on a regular basis via telephone, often to flush out negative feelings or resolve communication problems they’re having with other employees. Faith claims this telephone-consulting process results in better corporate-wide communication and accountability, and it helps to eliminate harmful office politics.
Faith also employs a Sydney, Australia-based voice coach, as well as a U.K.-based managerial and organizational specialist to help employees develop skills such as time management. Participation in these services is solely at employees’ discretion, although most take advantage of the resources. Faith also requires job candidates to speak to each of these coaches.
Headsets.com has seen concrete results from the programs: seven out of eight customers now rate their experience as excellent, an increase over previous surveys. Faith admits he has huge expectations for himself and his employees. “I want the office to run like a nearly perfectly efficient team.”
Close to Home
Such thorough applicant screening and extensive employee training and retention programs may explain why Faith keeps most corporate functions in-house. Although consultants are used to provide insight in various departments, employees are responsible for most creative, and they even write their own software.
Additionally, the staff designs and operates the Headsets.com Web site, which receives 3,000 unique visitors per day, as well as records 35 to 40 percent of overall sales. Currently in the works is a plan to develop better online customer account management tools.