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Nicky Toulouras has been involved in the Contact Centre Industry for the last 16 years, kickstarting the journey at Emmanuels Staffing Services, part of Adcorp Holdings which progressed from the delivery of the traditional staffing service into an active involvement in 90% of international start-ups in SA. The traditional service of providing staff was core to the service however always required additional consulting to offer true value. The consulting included feasibility studies into various locations, salary benchmarking, profiling, absence management, attrition and retention strategies etc. etc.. and thereby was able to offer a holistic solution to her clients. Nicky has over the years specialised in the BPO sector and has been more than comfortable to present SA’s value proposition. In her own words she sums it up: ‘Over the years I have gained insight into the BPO industry and have been able to successfully consult with organisations regarding their attraction and retention strategies. My management style, one of coaching, mentoring and developing, has been one of my strengths, impacting positively to the retention of key staff and reducing attrition. My innovative approach in developing and implementing creative solutions has been recognised periodically by BPeSA at the annual awards over the last 12 years’. The successful delivery of Recruitment and HR services into both the domestic and international arena has earned Nicky a credible reputation, which she sees her into her newly founded company, partnering with Clarese Kuhn, called MindMatch Consulting. MindMatch specialises in delivering HR services specific to contact centres. ‘Clarese and I have been working very hard to launch our next innovation in employee engagement through a gamification platform called Masteri, we are soft launching it shortly and will be sharing our case study to the industry in the next few months’
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