Managing the talent pipeline in a retail bank contact center in KwaZulu-Natal : a case study.
Talent management is essentially all the activities in the Human Resource value chain that seeks to identify, develop and retain employees. The aim of this study is to understand the importance of talent management in the Nedbank Contact Centre (NCC) and the perceptions of employees by collecting relevant information to enable a better understanding of strategic HR practices that the NCC can employ to manage and retain its key people. A comprehensive literature review was undertaken to determine the role of talent management in the NCC, the challenges around managing talent and the impact on employees and overall success. The literature review was used as a basis in the development of a guideline for the Nedbank Contact Centre to develop, implement and manage talent. Respondents from various departments were requested to complete a questionnaire in order to determine their perceptions of talent management and current practices in the NCC. Using the quantitative approach and the probability sampling method, the total population size was 100. Of this number 88.0% (88) of the sample responded. The perceptions of these 88 respondents were analysed and compared to the findings of the literature review. The research findings indicate that employees at the NCC have a good understanding of talent management and the current practices. Respondents indicated that although current practices are good and they believe their skills add value to the organisation, there is room for improvement. The information obtained from the literature review and respondents has thus resulted in various recommendations and conclusions.