Time Warner Cable Kansas City looks beyond the usual suspects for ways to retain and engage customer-facing employees

Citation

Vega, W. (2009), "Time Warner Cable Kansas City looks beyond the usual suspects for ways to retain and engage customer-facing employees", Human Resource Management International Digest, Vol. 17 No. 3. https://doi.org/10.1108/hrmid.2009.04417cad.006

Time Warner Cable Kansas City looks beyond the usual suspects for ways to retain and engage customer-facing employees

Article Type: Abstracts From: Human Resource Management International Digest, Volume 17, Issue 3

Vega W.Global Business and Organizational Excellence (USA), November/December 2008, Vol. 28 No. 1, Start page: 17, No. of pages: 7

Purpose - Describes the recruitment approach of Time Warner Cable Kansas City (TWCKC) to hiring staff, especially Millennials, in customer care positions. Design/methodology/approach - Discusses TWCKC’s recruiting strategies and costs, the on-boarding process, and programmes aimed at improving the experience of new TWCKC staff, including seven key messages relating to “Retention Deficit Disorder”. Findings - TWCKC has relocated to the central location of Kansas City and is a call centre hub which is home to over 80 call centres, which has intensified the importance of effective recruitment. The company has made the building of effective relationships the core of its people retention strategy, and uses a variety of programmes under an overall Retention Action Plan: there is now a formal Diversity and Inclusion Program plus a culture camp for new employees, “Stay Interviews”, “Love Em or Lose Em” retention workshops, the “Invest in Your Values” tool, and a Learning Ambassador programme. Originality/value - The policies have resulted in stronger relationships between new staff and supervisors, and the new-hire retention rate for 2008 is higher than it was for 2007.ISSN: 1932-2054Reference: 38AC560DOI: 10.1002/joe.20238

Keywords: Employee turnover, Human resource management, Retention, Time Warner