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Integrating Data and Systems
- 8/31/11
To successfully integrate talent management and data systems, companies should first define what attributes they will maintain in a given system.
Judith Almendra and Steve Clark connect data and people. They are part of a team of employees who recruit, train, measure and motivate a global workforce for TeleTech Holdings, a worldwide provider of business process outsourcing (BPO) including customer care and technical support.
As executive director for global talent acquisition marketing, Almendra is charged with attracting talent. Clark is executive director of human capital systems; he integrates the technologies that track and report on recruiting, learning and compensation for TeleTech’s 45,000 workers.TeleTech has 25 standard metrics including measuring a worker’s reliability, consistency and average handle time (AHT), or time to resolve a call. Overlaying these metrics are 500 additional client measures that ensure the company meets customers’ demands.To track all this data, TeleTech integrated an Oracle E-Business Suite, learning management system (LMS) from Meridian and homegrown performance management system dubbed “Empower.” TeleTech purchased the Oracle software in 2004 and by 2009 had integrated it with its performance management system and LMS. The three systems share data that lets TeleTech’s managers coach employees who are not meeting service thresholds. Clark said Empower is also a rewards tool. TeleTech’s clients set performance metrics. When a TeleTech employee excels and earns a bonus, Empower analyzes the performance metrics and brings the e-business suite a schedule of the payout. If the operations owner approves, then Empower sends the results to Oracle, which loads the data into payroll. If an employee needs to sharpen performance, Empower helps the manager document a coaching session with the employee. They agree to a set of activities meant to strengthen, for example, a competency. The manager might assign courses from the LMS to help the employee reach her goal before the next coaching session. Managers determine what training someone should take in the LMS based on the worker’s position, which is passed to the Meridian LMS from Oracle via Empower. The manager and employee then use Empower to update the employee’s coaching plan.Related Articles
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