Develop Employee Engagement
Even with the best processes and technology in place, you will not have satisfied customers if you have disengaged staff.
Understanding just how engaged your staff are is key to driving change so that your people really are your greatest asset.
Bright has proven a direct correlation between employee engagement and both C-SAT and efficiency.
With Bright Employee engagement surveys you can measure engagement, support and development, have the results benchmarked as well as get recommendations on how to narrow the gap to best in class.
WHY BRIGHT EMPLOYEE?
Bright Employee is a robust yet easy solution to understanding more about your people and how engaged they are with your business. We will help you to:
- Benefit from an employee engagement survey solution built for the contact centre environment
- Understand how your employees are really feeling
- Identify what best practice for your business looks like
- Know what needs to change to achieve an engaged workforce
- Make employee surveying effortless and effective
- Ultimately improve the customer experience
- Link employee engagement scores with productivity and C-SAT metrics, to get an automatic view of how they drive each other
WHY EMPLOYEE ENGAGEMENT?
We’ve developed this really simple, yet incredibly effective solution that will take the pain of employee surveys away and give you the information you need to increase employee engagement.
How satisfied your employees are, how knowledgeable they are and how supported they are, are just some of the areas we measure. We also explore much more to really understand how engaged your people are. The results are reported back both to management and employees. We will also present a report showing you how you compare against your peers and give you actionable recommendations on how to close the gap to best practice.
Employees have such an incredible impact on customer satisfaction. You can make them much more engaged in an effective and sustainable way by understanding what they really care about.
THE POWER OF ADDITIONAL PULSE SURVEYS
Conducting regular pulse surveys will help you temperature check engagement during your busiest and most challenging periods. Clients tell us that results from their own companywide employee engagement surveys is often presented too late to do something about it.
With Bright Employee we can help you spot emerging trends and do something about them before they become demotivating issues.
FREE DOWNLOADGet your Bright Employee brochure here
Read more about the Bright Employee benefits in this digital brochure or email us to get a hard copy for you and your team at firstname.lastname@example.org
“The survey results have enabled us to build a career journey so that advisors can see what they need to achieve to reach certain pay grades. Already the impact has seen a reduction in attrition by 10% and advisors are driving their own careers.”
Customer Escalations Manager
“We have seen a significant increase in customers saying they were very satisfied with the contact centre experience, from 58% before working with Bright to a consistent 78%. Employee engagement scores have also increased from 50% to 70%+."
Customer Service and Sales Director
“There is no doubt that working with Bright to understand our contact centre performance, customer satisfaction and employee engagement has helped ING Direct maintain its high standards of quality service delivery. Bright helps us ensure that we continue to excel at delivering an award winning customer experience.”
Head of Customer Experience
“We began working with Bright to get a holistic assessment of our performance. Through reviewing performance metrics, employee engagement and customer satisfaction, we got a much better understanding of relevant KPIs for us. Other key outcomes were greater employee engagement and a better structure for FCR. Last but certainly not least, it contributed a major sales increase last year.”