Paladin Consulting structures for the future
Category: Misc
Posted: Tuesday 30 September 2008 - 22:11:00
Posted: Tuesday 30 September 2008 - 22:11:00
Ruhling Herbst, a director at Paladin Consulting for the past two years, takes over from Andy Searle as Managing Director of the company on the 1st October 2008. Andy, the founding member of Paladin Consulting and the main shareholder, will remain as a director.
This role change signals a new milestone in the six year history of this dynamic consultancy business, which has evolved to become a highly credible player in the Contact Centre Industry in South Africa. Paladin Consulting has built great intellectual capital value through its extensive work in the BPO & O environment across the public and private sectors and spanning key industries: Financial Services; Transport and Logistics; Telecommunications; and ITES.
A key aspect of the company's medium term strategy has been its ability to develop highly relevant skill development programmes; using the business insights acquired from the consultancy. These programmes have found great traction in the local market; giving rise to the need to restructure the business with two distinctive, yet interdependent, focus areas: business consulting; and skills development.
A separate company, Paladin People Solutions, was established to provide the delivery reach and capacity to service the growing skills development needs in the local BPO & O Sector. This company is collaboration between Paladin Consulting, People Solutions and TL Consulting; People Solutions and TL Consulting are both established providers of training solutions to the BPO & O market.
Andy Searle will fulfill the role of Managing Director of Paladin People Solutions, starting in this capacity on the 1st October 2008. Ruhling has also been co-opted onto this board of directors together with Nita Goodall and Thembela Masuku.
This cross directorship will ensure that the two companies maintain close ties to exploit operational synergies and market opportunities for mutual benefit.
Ruhling is very well equipped to drive Paladin Consulting forward into the next phase of its development journey; consolidating the consultancy and eventually extending its reach to new provinces and regions.
With his very strong focus on delivering value, Ruhling will ensure that the Paladin Consulting brand strengthens and evolves to realise its full potential.
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This role change signals a new milestone in the six year history of this dynamic consultancy business, which has evolved to become a highly credible player in the Contact Centre Industry in South Africa. Paladin Consulting has built great intellectual capital value through its extensive work in the BPO & O environment across the public and private sectors and spanning key industries: Financial Services; Transport and Logistics; Telecommunications; and ITES.
A key aspect of the company's medium term strategy has been its ability to develop highly relevant skill development programmes; using the business insights acquired from the consultancy. These programmes have found great traction in the local market; giving rise to the need to restructure the business with two distinctive, yet interdependent, focus areas: business consulting; and skills development.
A separate company, Paladin People Solutions, was established to provide the delivery reach and capacity to service the growing skills development needs in the local BPO & O Sector. This company is collaboration between Paladin Consulting, People Solutions and TL Consulting; People Solutions and TL Consulting are both established providers of training solutions to the BPO & O market.
Andy Searle will fulfill the role of Managing Director of Paladin People Solutions, starting in this capacity on the 1st October 2008. Ruhling has also been co-opted onto this board of directors together with Nita Goodall and Thembela Masuku.
This cross directorship will ensure that the two companies maintain close ties to exploit operational synergies and market opportunities for mutual benefit.
Ruhling is very well equipped to drive Paladin Consulting forward into the next phase of its development journey; consolidating the consultancy and eventually extending its reach to new provinces and regions.
With his very strong focus on delivering value, Ruhling will ensure that the Paladin Consulting brand strengthens and evolves to realise its full potential.
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Intelleca, Paladin partner on contact centre skills upliftment
Category: Skills Development
Posted: Wednesday 25 June 2008 - 10:42:00
Posted: Wednesday 25 June 2008 - 10:42:00
2008-06-25
Intelleca, South Africa's leading contact centre company, and customer management and contact centre specialist Paladin Consulting have teamed up to boost skills levels in the contact centre, business process outsourcing and offshoring markets.
The combined offering will help elevate the shortage of skills, which have been eroded as demand has outstripped supply in these rapidly growing markets: there are more than 63 000 frontline call centre agents in 1 000 locations across South Africa, while the number of frontline business process offshoring agents is set to grow from 8 500 to 25 000 by 2010.
"This rapid growth in demand for contact centres has depleted the available pool of suitably skilled agents," says Mike Renzon, CEO of Intelleca. "With demand outstripping supply staff costs have soared while productivity and service quality have deteriorated. Our partnership with Paladin is focused on addressing this challenge."
Together, the two companies will offer customised skills development solutions that combine best practices in high-performance skills development with technology that enables the correlation and management of competency, skills and performance outcomes.
Intelleca is South Africa's fastest growing contact centre company, focused on delivering the dynamic contact centre on either a hosted or premise basis. Intelleca's specialist skills and experience in interaction management, resource optimization, processes and contact centre insights enable a holistic offering to the contact centre market.
Paladin, in turn, is a professional services company which focuses on unlocking the value of customers for organisations. It specialises in customer management, contact centre consulting and task-based skills development for high-performance environments.
Underpinning the partnership is Skills Manager, a Web-based content delivery and resource management tool from UK-based Silver Lining Solutions, which Intelleca represents in South Africa. Skills Manager enables organisations to accurately capture the required and actual competencies of learners, to assess competency development throughout the programme, and to measure the relationships between specific competencies and operational outcomes. Skills Manager defines and manages progress relative to a learner's "skills DNA", which can be customised for any company and any operating environment.
The initial offerings to arise from the partnership include:
Both programmes are enabled by Skills Manager, which has been custom-designed for this industry and proven internationally, and can be delivered in either on-site or off-site modes. In addition to being the enabler for these programmes, the Skills Manager solution can also be deployed in a client's systems environment, as an integral part of the people and performance management systems.
"We are confident of achieving results," says Andy Searle, MD of Paladin. "Hundreds of learners in South Africa have been through the programmes, with performance typically being improved between 30% and 300%. We are excited by the opportunity to make a difference by addressing a critical area, which is fundamental to the success of the business process outsourcing and offshoring sector."
Ends
Intelleca, South Africa's leading contact centre company, and customer management and contact centre specialist Paladin Consulting have teamed up to boost skills levels in the contact centre, business process outsourcing and offshoring markets.
The combined offering will help elevate the shortage of skills, which have been eroded as demand has outstripped supply in these rapidly growing markets: there are more than 63 000 frontline call centre agents in 1 000 locations across South Africa, while the number of frontline business process offshoring agents is set to grow from 8 500 to 25 000 by 2010.
"This rapid growth in demand for contact centres has depleted the available pool of suitably skilled agents," says Mike Renzon, CEO of Intelleca. "With demand outstripping supply staff costs have soared while productivity and service quality have deteriorated. Our partnership with Paladin is focused on addressing this challenge."
Together, the two companies will offer customised skills development solutions that combine best practices in high-performance skills development with technology that enables the correlation and management of competency, skills and performance outcomes.
Intelleca is South Africa's fastest growing contact centre company, focused on delivering the dynamic contact centre on either a hosted or premise basis. Intelleca's specialist skills and experience in interaction management, resource optimization, processes and contact centre insights enable a holistic offering to the contact centre market.
Paladin, in turn, is a professional services company which focuses on unlocking the value of customers for organisations. It specialises in customer management, contact centre consulting and task-based skills development for high-performance environments.
Underpinning the partnership is Skills Manager, a Web-based content delivery and resource management tool from UK-based Silver Lining Solutions, which Intelleca represents in South Africa. Skills Manager enables organisations to accurately capture the required and actual competencies of learners, to assess competency development throughout the programme, and to measure the relationships between specific competencies and operational outcomes. Skills Manager defines and manages progress relative to a learner's "skills DNA", which can be customised for any company and any operating environment.
The initial offerings to arise from the partnership include:
- The internationally accredited EDEXEL BTEC Professional Award in performance management (aimed at the team leader level); and
- The high-performance simulation programme (addressing functional skills at the agent level)
Both programmes are enabled by Skills Manager, which has been custom-designed for this industry and proven internationally, and can be delivered in either on-site or off-site modes. In addition to being the enabler for these programmes, the Skills Manager solution can also be deployed in a client's systems environment, as an integral part of the people and performance management systems.
"We are confident of achieving results," says Andy Searle, MD of Paladin. "Hundreds of learners in South Africa have been through the programmes, with performance typically being improved between 30% and 300%. We are excited by the opportunity to make a difference by addressing a critical area, which is fundamental to the success of the business process outsourcing and offshoring sector."
Ends
Level 4 BTEC Professional Award in Performance Management
Category: Skills Development
Posted: Tuesday 11 December 2007 - 12:50:10
Posted: Tuesday 11 December 2007 - 12:50:10
On the 29th October 2007, Edexcel approved Paladin Consultings application to dleiver the innovative and highly relevant Level 4 BTEC Professional Award in Performance Management.
This programme is aimed at Team Leaders in BPO&O roles, and their counterparts in key support roles such as: Quality Assurance; Management Information; and Resource Planning .
It is offered with two modes of delivery: an intensive (off site) ten day session, followed up with coaching support; and an extended fourteen week session, which is dleivered in the live operational environment.
The programme was conceptualised in 2005 and has since been enhanced to the extent of it now being the only Internaitonally accredited programme of this sort in the South African BPO&O market.
Partnering Paladin Consulting in the enablement of this programme is Intelleca Voice Solutions (Pty) Ltd, the leading provider of voice based solutions to the BPO&O sector in South Africa; and Trainiac, a leading South African provider of adult education services.
Intelleca, through its relationship with Silver Lining Solutions (a UK based compnay specilaising in performance management) provides and supports a web-based content delivery and resource management tool known as Skills Manager. This tool enables users to accurately capture the required and actual compatencies of learners, to assess competency development through out the programme, and to measure the relationships between specific competenices and operational outcomes (e.g.: sales conversion rates). It defines and manages progress relative to a learners "Skills DNA", which can be customised for any company and any operating environment.
Trainiac provides picture-based training solutions, customised to each clients environment.
With a highly credible track record (having trained more than 300 team leaders in Spouth Africa to date), and a most relevant offering, Paladin Consulting is gearing up its delivery capability to roll out this programme in 2008 to all the key regions in South Africa.
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This programme is aimed at Team Leaders in BPO&O roles, and their counterparts in key support roles such as: Quality Assurance; Management Information; and Resource Planning .
It is offered with two modes of delivery: an intensive (off site) ten day session, followed up with coaching support; and an extended fourteen week session, which is dleivered in the live operational environment.
The programme was conceptualised in 2005 and has since been enhanced to the extent of it now being the only Internaitonally accredited programme of this sort in the South African BPO&O market.
Partnering Paladin Consulting in the enablement of this programme is Intelleca Voice Solutions (Pty) Ltd, the leading provider of voice based solutions to the BPO&O sector in South Africa; and Trainiac, a leading South African provider of adult education services.
Intelleca, through its relationship with Silver Lining Solutions (a UK based compnay specilaising in performance management) provides and supports a web-based content delivery and resource management tool known as Skills Manager. This tool enables users to accurately capture the required and actual compatencies of learners, to assess competency development through out the programme, and to measure the relationships between specific competenices and operational outcomes (e.g.: sales conversion rates). It defines and manages progress relative to a learners "Skills DNA", which can be customised for any company and any operating environment.
Trainiac provides picture-based training solutions, customised to each clients environment.
With a highly credible track record (having trained more than 300 team leaders in Spouth Africa to date), and a most relevant offering, Paladin Consulting is gearing up its delivery capability to roll out this programme in 2008 to all the key regions in South Africa.
Ends