After a top year for the facilities sector, we now have to wait for a top year for the agents. The top three (TP, Webhelp and Yource) are members of the KSF and thus they (also) endorse service promise number 4: We treat our employees with respect, provide good terms of employment, good working conditions and development opportunities.

That service promise number four, according to the website of the KSF, has been preceded by something. The preliminary stage of the service promises consisted of scary dreams, according to the KSF site. Future dream number six was: “The customer contact employee has a full-fledged job with a full salary. He enjoys the same rights and obligations as his colleagues in other departments.”

Usually it's the other way around, but in this case the dream is a lot more concrete than the service promise. After all, what are “good working conditions, good working conditions and development opportunities”? Fortunately, the KSF has announced that it will reflect on this in the coming years and will further develop the seven service promises one by one.

To wait

But of course the employers do not have to wait for the KSF. They themselves know perfectly well what a 'full-fledged job' with a 'full-fledged salary' is – after all, they have it themselves. The half percent wage increase (the employers' commitment to the new collective labor agreement) is, how shall I put it neatly, an incredibly poor step in this context. Fortunately, the collective agreement that is currently being negotiated is a minimum collective agreement. So…. what is the chance that the facility managers will go the extra mile and thus commit themselves to the KSF principles?

TP earned worldwide last year more than 500 million euros (profit), but is listed on the stock exchange. Are you thinking of sustainable employment or of dividend? A Great Place to Work stamp does not mean that you treat all your stakeholders equally.

Dan Webhelp. There, the profit increased proportionally in 2020 more than sales; that should please the private equity firm GBL. The purpose of private equity is usually to resell a participating interest at a profit (usually after a period of 5 to 7 years, preferably with a return of at least 20%). That is why cost minimization is often part of the strategy. GBL is very keen to be sustainable, but the question is whether their portfolio managers ever dreamed the same dream as the KSF.

And finally Yource, which does not disclose figures and remains anxiously silent in other areas as well, something in which private equity firm Parcom Capital Management BV has a direct interest. Parcom also claims to go further than the ESG criteria for investing, but perhaps the investment managers should first finish the conversation with the top. Because that's where it starts - what are you on earth for?

Save costs

Ultimately, investing in 'good working conditions' is a form of enlightened self-interest. Offering sustainable employment (that is also: a wage with which you can make ends meet) will become part of the distinctive character in the coming period. After all, a normal salary means lower turnover, and lower turnover means higher service quality and lower costs. And that is exactly what the BPO service providers promise their clients.

(Ziptone/Erik Bouwer)

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