CGS Romania integrates new machine learning and AI technologies to increase employee retention

Computer Generated Solutions (CGS) Romania, the leader of the local business process outsourcing (BPO) market, integrates Artificial Intelligence in human resource management to increase employee retention. Thus, the company is working on an internal tool to increase the level of predictability regarding the staff turnover phenomenon. The pilot project will be developed with the support of a specialized external tool, and will undergo periodic adjustments.

If initially the prediction was run using an AI algorithm, CGS Romania is already working on its own machine learning platform, with customized algorithms, which will increase the degree of predictability regarding employee satisfaction and, thus, give the company the opportunity to be proactive in addressing their requirements.

“It is a natural trend and, at the same time, a sustainable movement if we refer to the changes in the labor market in recent years and the way in which employees have reconsidered their relationship with the job. The phenomenon of staff turnover is not a new one, but it is important to improve, as generationally relevant and digitized as possible, the strategies used for managing human resources. Such an in-house developed tool offers us high-level predictability, but also secure, when we talk about employee retention, a situation that, inevitably, any employer faces. We want to know ahead of time what are the aspects that influence employees to make a career change, outside the company, and thus show increased proactivity”, said Vladimir Sterescu, Country Manager CGS Romania.

According to his statements, this machine learning tool operates on the basis of a carefully mapped employee profile, which is based on his level of satisfaction and which influences him starting from the moment of the interview, until he leaves the company. The tool will periodically scan the data.

“Through these algorithms, we also find out which is the opportune moment to approach the respective employee and treat the situation, see how he feels and how we can fix the relationship. Basically, it gives us information to start discussions with employees and analyze their feedback. It is important not to be reactive, but proactive. Beyond the innovative element behind the project, I would mention another advantage, even seasonal. We will know in which period of the year the flow of people willing to leave the company increases, automatically when to apply the Inbound methodology, related to our organizational culture”, Vladimir Sterescu added.

According to a McKinsey study, Generation Z starts to occupy an increasing share of the total volume of influential employees. The same study showed that Gen Z is a goal-oriented generation. Their desire to know how their individual contributions and role as a team helps support the organization’s mission helps them. They make career choices driven by the impact they have, and managers should consider holding sessions to talk about the team’s vision and impact on the organization. This is also confirmed by the steps taken by CGS Romania by implementing the employee retention prediction tool, a tool that will give the company the advantage of having much better communication with the entire team.

US-based CGS (Computer Generated Solutions) is one of the most important providers of business process outsourcing solutions in the world, present since 2006, on the Romanian market. The company provides, locally, services in 18 foreign languages, having 7 support centers in Bucharest, Brașov, Sibiu, Târgu-Jiu, Miercurea-Ciuc, Constanța and Galați. The approx. 4,000 employees of CGS Romania interact daily with customers from Romania, Germany, Great Britain, Spain and other European countries, as well as from the United States of America or Canada. The main services offered by CGS Romania are customer care, technical support, help desk, telesales and other outsourced services for companies operating in the field of telecommunications, IT, banks, insurance and retail.