Training & talent development
The educated and skilled workforce is cited by the business services centres in the Czech Republic as one of the main reasons for their location in this region. The centres are able to provide high value-added services by a workforce, which consists of 72% university graduates who are eager to continue developing their professional skills.
72%
of business services employees are university graduates or higher
13%
of business services employees have a professional certification (by e.g. The Hackett Group, ACCA, CIMA, ITIL, etc.)
Apart from company-specific onboarding the employees within the business services are the most interested in management & coaching skills, learning languages and F&A professional certifications.
46
average number of training hours provided in business services
21% increase since 2017
33%
of centres subsidize postgraduate studies or other professional courses to their employees
75%
of centres subsidize language courses to their employees
Compared to the previous year, the centres use less face-to-face classroom training and eLearning. Instead, they increased the use of Virtual classrooms live webinars, which they plan to utilize even more in the next 2-3 years.
Self-learning at employees’ own pace via recorded sessions is also gaining popularity as a training method within the Czech centres.
“To build World Class business services centres, organizations have to build the skills and capabilities across their people. The research shows that there is a huge gap in skills and ABSL Fusion plays a fundamental part in helping to build the leadership, communication and networking skills that are going to be essential to help organizations move up the value curve.”
The Hackett Institute
- Technology / Automation
- Innovation
- Flexibility & Adaptability
- Customer centricity
- Leadership
- Digital skills
- Data Analytics
- Communication skills
- Process Excellence
- Complex problem-solving
Source: ABSL Survey 2020
“Top in-demand skills follow the transition of GBS centers into value-driven digitally-enabled centers, such as technology savviness, data savviness, customer centricity, analytics, agility, and change orientation.“
– A Leader’s Vision for Business Services in the New Digital Era –
Kiwi.com was awarded for an educational initiative focused on using internal trainers instead of relying on external ones. The initiative includes 3 company-wide programs that Kiwi.com introduced at the end of 2019 and during 2020. The first is Mentoring, which brings together internal mentors and employees of the company who are interested in professional development in cooperation with their more experienced colleagues and provides them with support in the form of online workshops and consultations. The second program is the Expert Train, which trains future in-house trainers in teaching methods, preparation of curriculum or educational materials. The third program is Leadership Essentials, which focuses on managers training. This program was originally designed to be face-2-face, but due to the pandemic it was transferred to the online environment. The education in the company is managed with the help of a Learning Management System (LMS) and uses internally created educational materials and digital tools. In 6 months, more than 300 employees participated in the individual programs. These included not only employees from the Czech Republic, where it was established, but also from other global branches. The result a reduction in the cost of external trainers and courses as well as greater cooperation and creativity across teams.
Over the last 2 years, Technology & Automation remain as the skill most missed by the Czech business services centres. However, the centres have largely began developing Technology & Automation experts in-house, which is reflected by the share of centres reporting the Technology & Automation skills deficit decreasing.
70%
of the robotics and automation capability is built by the centres in-house
50%
of centres experience Technology / Automation skills deficit
10% less than in 2018
33%
of centres experience General Business Acumen deficit
The highest increase over the last 2 years
