Focus on Your People and Growth Will Follow by Mark Eldridge at Engage 2016

Focus on Your People and Growth Will Follow

Mark EldridgeALKU

Stats

• 2015: 952,330 dials – 447 per desk per

week• 2015: Average

margin of 31.5%• No indirect business –

no VMS or MSP

Hiring Model

• Internal headcount: 124 • Entry-level people• Cultural fit – Have fun

working hard!• Character traits >

experience

Personnel Development

• Everything is measured• Fixed weekly meetings

focused on skills building• All employees should enjoy

being challenged• What do employees want to

improve?

Going Above & Beyond

• We expect more because we reward more

• Find good people, hold them accountable, give them opportunity

• Pay it forward

Connecting Them to the Cause• Every employee knows the

value and importance of his or her contribution

• Transparent leadership• Open communication• Raising awareness of company

weakness• Celebrating all victories

Development Fuels Growth

• The better the individuals perform, the better the company performs

• As individuals improve, they can now teach

• Process is key• Motivation fuels success

• Hard work can be fun• Hire people, not skill sets• Employees should enjoy a challenge• Give them something they care about• Transparent communication• Teach them to teach

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Wrap Up