Investing In Your Employees: Ritchie Tendencia Of CSV Now On The Benefits of Offering Continuous Professional Development (CPD) Initiatives For Employees
An Interview With Chad Silverstein
Improved Innovation and Competitiveness: A well-trained workforce can drive innovation and maintain a competitive edge in the market.
Investing in team development has become increasingly crucial for forward-thinking companies, who understand that their greatest assets are their people. From implementing innovative training programs and wellness initiatives to cultivating a supportive work environment, these strategic investments play a vital role in enhancing employee satisfaction and retention. As the business landscape evolves, mastering effective methods to support and retain employees is pivotal for achieving long-term success. I had the pleasure of interviewing Ritchie Tendencia.
With a decade of experience in talent acquisition, I’ve played a pivotal role in driving hiring initiatives at major companies like AppDynamics just before their $3.7B acquisition by Cisco, Meta (formerly Facebook), and Houzz. I also led the recruitment efforts during Mixpanel’s pre-IPO surge, showcasing my ability to manage high-stakes growth periods. Currently, I head a consultancy that assists tech companies in scaling their teams, expanded a BPO division, and serve as the head of talent for a prominent Venture Studio in Silicon Valley. Additionally, I act as a talent advisor for high-growth startups, including recently advising the Toronto-based startup Shippie through a successful acquisition.
Thank you for joining us. To start, could you share a little about yourself, and how you got started? What was your biggest challenge in those early days?
In the early days, the biggest challenge was attracting and retaining top talent in a highly competitive & saturated market such as the BPO industry . As a startup ourselves, we needed to build a reputation and establish credibility quickly. Additionally, launching the offshore BPO division introduced complexities in managing a diverse, geographically dispersed team and ensuring consistent quality across different locations. Being new, all I had was my name and my reputation. Luckily for me, I’ve worked in the talent acquisition / recruiting space for over a decade so I used my experience & skills to tell a story like I’ve done countless times with other startups I’ve scaled in the past to hire for my own company. To me that was my biggest advantage that most startup founders typically have a hard time with which is recruiting.
Was there anything specific that inspired you to prioritize CPD initiatives in your company?
The inspiration to prioritize CPD initiatives came from witnessing firsthand how rapidly the BPO landscape evolves. To stay competitive, I realized that my employees needed to continuously upgrade their skills. Moreover, feedback from clients highlighted the importance of staying current with industry trends and technologies, which reinforced the value of investing in my team’s professional growth. Examples of this would be leveraging AI as a tool to equip our employees to be more efficient in their duties.
Can you explain why this is important for the success of a business?
Continuous Professional Development is crucial for business success because it ensures that employees are equipped with the latest knowledge and skills. This not only enhances their productivity and efficiency but also drives innovation. Additionally, CPD initiatives foster a culture of learning and development, which can improve employee satisfaction and retention, ultimately contributing to a company’s long-term success. If you’re not consistently challenging your employees to be better then it leads to complacency and overall dissatisfaction in the workplace.
Can you please share with us, and briefly explain the first major initiative you started that directly benefited your employees?
The first major initiative we launched was a comprehensive training program focused on emerging technologies and soft skills. The management team worked together to not only research but also create / deliver workshops on topics such as AI tools, data analytics, and leadership development. This program not only upskilled our employees but also empowered them to take on more challenging projects, which benefited both their personal growth and our company’s service offerings.
Do you have an example of a situation where you didn’t get the result you were looking for, and tell us what happened as a result?
One of our early CPD initiatives involved an online learning platform that offered a wide range of courses. However, we found that employee engagement was lower than expected. The courses were not sufficiently tailored to our team’s specific needs, leading to a lack of motivation to complete them. As a result, we shifted our approach to be in person instead, targeted to what our customers’ needs are, customized training sessions that were directly aligned with our business objectives and employees’ career goals.
What has been the most impactful CPD initiative you’ve seen other companies offer, and how did it inspire or influence your own approach?
One of the most impactful CPD initiatives I’ve seen is the concept of “learning sabbaticals,” where employees are given time off to pursue specialized training or research. This approach inspired us to offer “Innovation Breaks,” where employees can dedicate time to explore new technologies, develop new skills, or work on business problems they thought were important. This not only enhances creativity and innovation but also keeps the team engaged and motivated.
What challenges might companies face when implementing these initiatives, and how can they overcome them?
Companies may face challenges such as budget constraints, lack of employee engagement, and difficulty in measuring the ROI of CPD initiatives. To overcome these, it’s essential to start small, focus on high-impact training areas, and seek feedback from employees to tailor programs to their needs. Additionally, setting clear goals and metrics can help in tracking the effectiveness and value of these initiatives.
Can you share a story of an employee who significantly benefited, and how it affected their performance or career trajectory?
One of our call center agents (we’ll call her Maria to keep her anonymity), participated in a specialized CPD initiative focused on advanced customer service skills and communication techniques. The training included modules on conflict resolution, empathy in customer interactions, and efficient use of our CRM software. Before the training, Maria was a competent agent but struggled with handling escalated calls effectively. After completing the program, her performance metrics improved significantly. She received consistently high customer satisfaction scores and was able to resolve complex issues more quickly and effectively. As a result of her outstanding performance, Maria was promoted to a team lead position within six months of completing the training. In her new role, she not only continued to excel in her customer interactions but also mentored other agents, sharing the skills and techniques she had learned. This not only boosted her career trajectory but also had a positive impact on her team’s overall performance and morale. Maria’s success story is a testament to the power of investing in employee development and the tangible benefits it can bring to both the individual and the organization.
Could you please list the “Top Five Benefits of Offering Continuous Professional Development (CPD) Initiatives For Employees”? Can you explain what you mean?
- Enhanced Skills and Knowledge: CPD keeps employees’ skills current, making them more effective in their roles.
- Increased Employee Engagement: Employees feel valued and invested in, leading to higher job satisfaction and retention.
- Improved Innovation and Competitiveness: A well-trained workforce can drive innovation and maintain a competitive edge in the market.
- Career Advancement Opportunities: CPD provides employees with the tools to advance their careers, fostering loyalty and reducing turnover.
- Attraction of Top Talent: Companies that prioritize CPD are more attractive to high-caliber candidates, enhancing recruitment efforts.
How do you measure the success and ROI of these CPD initiatives?
We measure the success of our CPD initiatives through several metrics, including employee satisfaction surveys, completion rates of training programs, and the achievement of specific skill milestones. Additionally, we track the impact on business outcomes, such as project success rates, innovation metrics, and client feedback. These data points help us assess the return on investment and refine our programs accordingly.
Looking forward, how do you see the role of CPD evolving in the next 5–10 years?
In the next 5–10 years, CPD will likely become more personalized and data-driven, leveraging technology to offer tailored learning experiences. The rise of AI and machine learning can facilitate adaptive learning platforms that respond to individual employee needs. Moreover, the focus will likely shift towards holistic development, encompassing not just technical skills but also mental well-being and emotional intelligence.
What advice would you give to business leaders who are hesitating to make these changes?
For business leaders hesitating to invest in CPD, it’s important to recognize that the cost of inaction can be higher than the investment in development. A skilled and motivated workforce is a key driver of innovation and business success. Start with small, targeted initiatives and gradually expand them as you see positive results. Engaging employees in the process and seeking their input can also help in crafting effective programs.
Can you share any upcoming initiatives or plans you have for further investing in your employees?
We are planning to launch a “Leadership Accelerator Program” aimed at developing future leaders within our organization. This program will combine mentorship, workshops, and practical projects to equip employees with the skills needed for leadership roles. Additionally, we are exploring partnerships with educational institutions to offer certifications in Six Sigma.
How can our readers follow your work?
Our readers can follow our work through our company website, where we regularly post updates and insights on industry trends and our initiatives. Additionally, we share content on our LinkedIn page, including articles, thought leadership pieces, and news about our company’s activities and achievements. We welcome engagement and look forward to connecting with those interested in our journey.
This was great. Thank you so much for the time you spent sharing with us.
About the Interviewer: Chad Silverstein, a seasoned entrepreneur with over two decades of experience as the Founder and CEO of multiple companies. He launched Choice Recovery, Inc., a healthcare collection agency, while going to The Ohio State University, His team earned national recognition, twice being ranked as the #1 business to work for in Central Ohio. In 2018, Chad launched [re]start, a career development platform connecting thousands of individuals in collections with meaningful employment opportunities, He sold Choice Recovery on his 25th anniversary and in 2023, sold the majority interest in [re]start so he can focus his transition to Built to Lead as an Executive Leadership Coach. Learn more at www.chadsilverstein.com
Investing In Your Employees: Ritchie Tendencia Of CSV Now On The Benefits of Offering Continuous… was originally published in Authority Magazine on Medium, where people are continuing the conversation by highlighting and responding to this story.