Tools to Increase Human Potential and the Bottom Line

In the past, decision makers and stakeholders did not understand that there is a connection between human potential and a company's profit. Even if leaders had a sense that there was a connection, they did not know what to do about it. This chapter is to help anyone in a call centre increase the effectiveness of the selection, recruitment, training, and development processes by providing a new business paradigm and tools that increase human performance. This chapter describes the tools fully, including how and when to use them, what they do, and how they do it. The purpose of detailing these tools is to showcase them as part of a new management theory called human performance management (HPM). HPM provides the foundation for connecting the bottom line to corporations' human potential value (HPV). Some of the benefits of implementing these tools are reduction of turnover, increased customer service, and increased profits and sales. The return-on-investment (ROI) for using the HPM can be as high as 1,000 percent. [PDF Download]