The PSF Economy
There’s this idea (which isn’t mine - I’ve been sold it by a fella called Tom Peters) which suggests that in 5-15 years time none of us will be working for the companies that we do at the moment. We’re all likely to be working either for ourselves, or for a much smaller organisation that provide professional services.

I bought into this idea so heavily it’s landed me where I am at the moment: as a consultant. I’m trying to get a headstart on the rest of the world.

Why should this happen? Because it’s now understood that lightweight companies are good. They can react to changes in markets quickly and are easier to account for. The suggestion is that everytime a company wants to execute a project it’ll bring in a series of contractors who will work together to complete the project. The key point is that these people are unlikely to be strangers. They would have worked together on different projects for different companies.

Just do something
It may sound silly, but it happens at the moment. Consider an international sportswear manufacturer. They don’t really do anything but own the brand. They contract designers, factories and advertising agencies. Hardly any of the work that gets the product made, on the shelves and selling is done by the core company.

How does this apply to call centres? Surely this is what we see already? Many of you will be working in outsourced (and possibly offshored) call centres.

The changes you’ll see
There’ll be more rented labour. Many more CSR’s will work through agencies, although these agencies will have to modify their pricing models to make this viable. Organisations will re-use CSR’s that have reputations for being good call handlers, or are known for picking up training easily.

As well as seeing more rented labour, you’re going to see more rented assets. I’m talking buildings, desks, computers, telephones. More on this another day…but this is key to making the PSF economy scaleable.

Management of telephony and IT systems will change. It may be that responsibility for all systems are outsourced to one PSF. Or it may be that your company decides to employ young, keen and cheap contractors on a full time basis to be managed by somone with more experience who operates on a part time basis.

What does this mean?
The important thing about the PSF economy is that we’ll see companies open up. People will be used to working for more than one organisation (possibly at the same time), and management will learn that this is a good thing and be able to deal with it.

Management will also learn that keeping employees loyal to your company will be about making them want to work there. It won’t be about making them feel like they’ve got no other option. The PSF economy will make recruitment quicker and easier - meaning people will more happily leave jobs that are no fun. If your call centre has a problem with staff turnover at the moment then brace yourself - it’s likely to get worse.

So what can you do to get yourself ready for this change? I’ll think I’ll save that for another day!

Regards,
DB