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  • 2018 Corporate Responsibility Report

Employee Development and Satisfaction at Makedonski Telekom

During 2018, Makedonski Telekom ran a number of training and development programs for employees that focused on activities for expanding Growth Mindset. At the beginning of 2018, the company collected information about development needs and implemented a vendor selection procedure. This involved collecting information about training providers to cover different topics and organizing training sessions and team-building activities in MKT. We then launched team-building activities, since this is a very productive way to foster collaboration and understanding among employees from the same units or different ones. We organized training sessions for our PMP professionals, PMP certification, and SDI certification, etc.

Development of Front Line Employees
Every three months, Makedonski Telekom organized training courses to develop communication skills for new employees in direct contact with customers. The training sessions are based on SDI methodology, and they provide them with outstanding and practical methodology for improving the communication skills they need and their approach to dealing with customers.

The company also started the process of implementing training sessions in order to develop advanced sales skills in all the employees working in our shops. Before training started, the needs and challenges of our employees were analyzed. MKT also defined potential solutions for improving management and professionalism across all the operations in teams and in interactions with our customers.

MKT is organizing Level Up Training for about 70 employees in the B2B and B2C segment as part of the learning program: sales process and sales skills, field sales coaching, conflict resolution, and conflict management.

Digitization and Agile Work
Makedonski Telekom is seeing a need for learning and developing different ways of working, and diverse approaches and skills. Starting from September, the company has therefore been carrying out training for design thinking and agile methodology. Up to now, 85 employees from different units have taken part in this training. Moreover, training sessions were organized for employees on digital marketing, digital PR, and Adobe Photoshop.

Talent Management Program
This year the management of Makedonski Telekom identified 23 employees as valuable assets for our company. These employees were promoted as part of the Global Talent Pool and they took part in the Talent Summit 2018 held in Bonn.

Leadership Development
At the end of the year, Makedonski Telekom embarked on the process of implementation for F2F training sessions in leadership, responsibility, and teamwork for team leaders at the call center.

The company worked on implementation of a program for developing leadership skills for managers in a complex business environment. We also implemented global leadership programs such as the Level Up program and the Open Leadership Portfolio program. Managers who have recently taken up their first MG4, MG5 leadership position in Makedonski Telekom took part in the LeadFirst program. Nine of them started the program to gain a clear understanding of their new role and to build a robust leadership foundation.

Promotion of Digital Learning
At the end of the year, we started to operate the HR Suite platform. This is a platform for digital learning. It is available for all employees in the organization and everybody has 24/7 access to digital-learning offerings tailored to the individual. This is a flexible scheme designed to acquire any necessary skills. The HR Suite digital platform provides content on PC skills (Office, Microsoft, SAP, etc.), IT (software, network, OS, database development, etc.) and business administration (soft-skills, management, project management, sales, human resources, strategy, etc.). Employees also have an opportunity to learn languages through Learnlight, a digital platform for learning English and German.

Let’s Grow Initiative
Employees from Makedonski Telekom were part of the biggest initiative for Growth Mindset organized in DT Europe. This initiative started in London where our CEO was part of the Learning Journey program. 123 employees from different units in MKT took part in the Growth Lab program. The participants worked together in international teams to create pilot projects in nine different areas. Three employees were members of the winning teams that presented their projects to the DT EU Management in Bonn. The topics they worked on were Digitization, FMCC, and Design EU 5G Story. Eight of our leaders are part of the Growth Leaders program. Three of our employees are part of the Influencers program. While the program is running, we work together, learn how to communicate better, talk about our mistakes, learn how to give and receive feedback so as to create a beneficial working atmosphere. At the beginning of 2019, MKT is going to start the local transfer of Growth Mindset activities and launch a project to create a more modern organizational culture within the company.

We recognize Best Performance
This year Makedonski Telekom marked a milestone in recognizing best performance. The company created a special Program aiming at saluting best performers and their successful results. A culture of recognition is the #1 reason for optimum engagement of employees in the company. High performers exhibit greater loyalty and deliver more. MKT therefore focused on promoting our culture of recognition to a higher level. The company created a program under the motto “I TRY HARDER” and established a group of employees who excelled in their performance and delivered excellent results. The selection process was complex and painstaking. This Club has 60 employees. Their promotion prospects benefit from participation in the Club, along with advanced development and public recognition. We also established a list of rewards selected specifically for Club members to choose from. Each year we are planning to select our best performers. This will allow them to enjoy the benefits of participation in the “I try harder” Club for one year. Our best people worked on key strategic topics for the Company and they generated some fantastic, creative ideas across a wide range of topics. These ideas will be communicated to the executive management.

Attraction and Retention of Talent
Makedonski Telekom offers opportunities for fresh graduates from colleges who are looking for their first job, and for students in their final years of education. At the same time, the company offers many opportunities for technical and non-technical career development. This year, MKT provided training for approximately 50 trainees in successful cooperation with a number of universities around the country. Some of the trainees achieved outstanding results and became part of the team.

Since digitalization is our priority, MKT created the Digitalization Hub. The most talented students develop optimum digital solutions for our business needs in this hub. Their creative minds combine with in-depth technical and IT knowledge to develop successful digital solutions that are competitive in the marketplace, improve our performance, and meet our requirements in full.

We communicate openly with our Employees
Open communication and discussion are a priority for Makedonski Telekom. This year, the company held an open event to share various HR initiatives. All employees had an opportunity to come along and discuss the new Wellness Program, e-learning platforms, and Let’s Grow initiatives. For the first time, they were able to apply for and win a voucher that entitles them to training. Feedback from employees indicated that the event was a big success and this motivated us to organize similar activities as an open forum for discussing HR issues.