Development of a Value Proposition for Contact Center Employees on the Example of the «N» Group of Companies

The purpose of the paper is to develop a value proposition for contact center employees on the example of the «N» group of companies. To achieve this goal, foreign and domestic literature on the topic of "employer's brand" was studied, which included consideration of the concept and essence of this term, identification of the features of the formation of the employer's brand, as well as the study of the value proposition in the context of attracting and retaining employees of the contact center. During the practical part of the study, a survey was developed based on the Universum Global model of employer attractiveness factors. Based on the data obtained from the analysis of respondents' answers to open and closed questions, the following employee values were identified: «Reliable employment», «Financial stability of the company», «Comfortable workplace», «Friendly and supportive atmosphere», «The ability to maintain a work-life balance», «Competitive salary which includes overtime pay, as well as bonuses for achievements in work» and «The respectful attitude of management towards the company's employees». Further, an analysis of vacancies for the positions of employees of the contact center of the company «N» and its competitors was carried out, as a result of which a value proposition was developed for the employees of the contact center.