This month, we announced that we have been shortlisted in the ‘Best Colleague Engagement Programme’ category at the National Contact Centre Awards. We are thrilled to be named alongside an impressive list of nominees in a category that celebrates actions taken to create a supportive working environment.
One of our strategic pillars which supports our Group Purpose is ”Being a great place to work where people can realise their potential”. We invest significant time and resource into colleague satisfaction to ensure our teams are happy in their work. COVID-19 has only accelerated the need for strong colleague engagement. Communication was vital, to ensure that colleagues remained fully engaged and felt connected despite the challenges of the pandemic.
Putting colleague engagement and wellbeing at the heart of our business not only means that we are able to provide fulfilling employment, it is also a key factor in driving long-term company success.
Capturing insight when it matters
To ensure we have the most up-to-date and useful insights on which to base our customer engagement strategy, we’ve implemented systems that deliver real time mechanisms to understand the drivers of eNPS.
Colleagues have the power to drive forward change through a number of initiatives such as; monthly surveys and an Insights Forum. These activities encourage an ongoing, open conversation, which allow us to capture real time insight when it matters and ensure colleague opinions are represented in everything we do.
Tailored support during the pandemic
By understanding the specific challenges our team were facing, we were able to roll out a tailored package of support measures as and when required for homeworkers, workers who remained in the office, and colleagues on furlough.
Communication was vital to ensure that despite the differing circumstances, colleagues remained engaged and felt connected. From the beginning, we placed a strong focus on highly visible leadership, regular communication, and a strong collaborative spirit.
By ensuring that team members felt understood, supported and protected, we not only ensured that we were able to gather the insights to help those who remained working in the office, those on furlough and those who had transitioned to remote working but we were also able to support them on a personal level to balance work with family, parenting and their own mental health.
Build on our approach to engagement
As our business grows we take pride in talking to our future prospective colleagues about how we prioritise wellbeing and how we have used 2020’s challenges as a catalyst to embed and build on our approach to engagement.
Data-driven methods will continue to help us create an environment that enables colleagues to reach their potential. We will use colleague engagement to understand the moments that matter to our colleagues and use insight to enhance our facilities and experiences and shape the way we work in the future.
