Here’s What to Consider When Building an Employee Experience Program



Matt Wujciak
09/30/2019

employee

We know that delivering quality customer experience is one of the most imperative components to operating a profitable business. And in today’s era of customer centricity, we are constantly seeing some of the wealthiest enterprises across different industries develop creative omnichannel customer service programs in an attempt to retain and expand their base of satisfied customers. Examples include Disney’s Magic Band program (an all-in-one hotel room key, photo storage device, and a food ordering tool), or Timberland’s Near-field communication technology (a tablet that in-store shoppers press against an image/chip to receive product information). 

But what about an employee experience program? After all, we all know quality customer experience begins with quality employee experience.

 

Quality employee experience leads to quality customer experience

Around 1 trillion is lost each year as a result of poor management and lost productivity stemming from disengaged or unmotivated employees. Customer experience and sales outcomes are often tied to individual employee performance and assessment. For one to be successful, the other must also perform well. 

According to one study, happy employees are 85 percent more efficient at their work, providing a better experience to customers and end users. Working with HR to build an employee experience is a great way to not only retain employees, but increase employee productivity, which in turn helps with customer retention.

 

Read More: Best Personalities for Customer Service Agents

 

Perfect the onboarding process

One of the first experiences an employee has within a company is the onboarding experience.  Keep in mind, a company never gets a second chance to make a first impression. The key is making sure new hires feel welcomed and prepared to take on the responsibilities of their new role. Adjust the onboarding experience to focus on familiarity, simplicity, and culture, while making it personal for each new hire.

For example, greeting new hires by the person(s) the individual interviewed with during the candidate phase is a great way to welcome new employees.  Consider creating a ‘who’s who’ area on your company intranet or portal (photos, names, titles) so that new hires gain a deeper understanding of different co-workers in the office than just the company site. 

 

Read More: Understanding the Evolution of Customer Centricity

 

Invest in the physical environment

 In a recent Gallup study, a 25% chunk of Americans work between 45-59 hours per week (between 9 and 11.8 a day), yet the average salaried U.S. worker only gets about 3 hours of work completed each day. This is why  tech giants like Google and Apple are investing billions into their campuses.

Instead of gloomy cubicles and offices, companies should redesign with relaxing furniture, flexible seating, open common areas, mobile-friendly systems and workstations and more access to sunlight. This more desirable environment increases employee satisfaction and productivity (according to a recent CCW special report)

 

Read More: Why Agent Motivation Should Be Your Biggest Performance Goal

 

Offer flexible schedules for specified positions

Recognizing the correlation between quality employee experience and customer experience, successful call centers  have responded by offering remote or hybrid positions that give their workforce greater flexibility and work/life balance. This individualized benefit can prove useful after getting to know your employees. For example, some may be finishing a master’s program, raising a family, taking care of a sick family member, etc. Individualizing benefits and letting certain employees work their own hours can be a great way to maximize efficiency and reduce time off and turnover rates.

 

Value career progression

According to the same CCW special report, many successful call centers have invested in career progression, as well as training and development to counteract the exceedingly high turnover rate of 30-45 percent in an industry where wages range from $12-$14 an hour and agents cite a lack of promotional opportunities as the main motive for deserting their posts.

Increasingly sophisticated workforce management tools empower agents to take control of their work schedules, monitor their performance, and receive personalized training and development. Because remember, happy employees equal happy customers.

 

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