CONTACT CENTERS HAVE A UNIQUE OPPORTUNITY TO RECRUIT INDIGENOUS CANDIDATES AND LEVERAGE THEIR TALENTS ACTIVELY . tions — such as offering time off for cultural events and incorporating Indigenous practices into company operations — can promote retention and job satisfaction .
AGENT WORKFORCES
Contact centers have a unique opportunity to recruit Indigenous candidates and leverage their talents actively . Implementing culturally sensitive recruitment strategies is key . Contact centers must invest in infrastructure and partnerships . Collaborating with government initiatives and Indigenous organizations to advocate for improved broadband access is critical .
There are programs that provide opportunities for businesses to support local infrastructure development , such as :
• The U . S . Tribal Broadband Connectivity Program , a $ 3 billion program to support Tribal governments bringing high-speed Internet to Tribal lands .
• Canada ' s Universal Broadband Fund , a $ 2.23 billion ( U . S .) investment designed to help provide high-speed Internet access to 98 % of Canadians by 2026 .
Beyond connectivity , contact centers can offer satellite offices or mobile work hubs near Indigenous communities , creating localized employment opportunities without requiring long commutes .
Tailoring recruitment to the unique cultural contexts of Indigenous populations can establish trust and build engagement .
Building relationships with community leaders , partnering with Indigenous employment agencies , and designing inclusive job descriptions that resonate with these communities can enhance outreach .
Additionally , fostering a workplace culture that celebrates Indigenous tradi-
CONTACT CENTERS HAVE A UNIQUE OPPORTUNITY TO RECRUIT INDIGENOUS CANDIDATES AND LEVERAGE THEIR TALENTS ACTIVELY . tions — such as offering time off for cultural events and incorporating Indigenous practices into company operations — can promote retention and job satisfaction .
To ensure sustained engagement , employers should invest in leadership development programs tailored to Indigenous employees and provide mentorship opportunities to help them thrive . Building partnerships with Indigenous communities and supporting local initiatives can strengthen relationships and establish contact centers as inclusive employers .
By addressing these barriers and implementing inclusive practices , contact centers can open doors for the unique perspectives and skills that Indigenous employees bring to the workforce . These steps drive corporate social responsibility and strengthen organizational performance and innovation .
Brent Holland is the founder and CEO of Intelliante , Inc ., an applicant readiness and employee intelligence platform that removes the guesswork from hiring while continuously proving value and fairness .
MARCH 2025 23