When back office or contact centre teams are built focusing on the number of team members instead of the capability of the complete team, the focus is moved to managing headcount, not managing better outcomes. It’s not about the number people, it’s the quality and capability of them.
Your teams should be structured around skills, capability and the entire process – rather than headcount. This is accentuated when looking to outsource. Put simply, most outsource contracts are built for long term FTE engagement. At Omada One we believe there is a better way.
While each individual plays an important part in the team, personal wins aren’t the goal. A team who shares a joint focus on the outcome are more likely to feel valued, that their effort is meaningful, and that the team would suffer if they left. The result is teams who can do more with less, stay longer, and deliver better outcomes.