Chapter 04
Your secret sauce: Happy employees = happy customers
The secret to customer satisfaction starts with your people
(Time to read: 3 mins)
The employee experience = the customer experience
Time and time again, research has proven that when employees are engaged, motivated and fulfilled in their roles, they are more likely to deliver exceptional service to customers. Satisfied employees tend to exhibit higher levels of enthusiasm, empathy, and commitment, which directly translates into positive interactions with customers.
Conversely, disengaged employees may provide subpar service, leading to frustrated customers and a negative perception of the brand. Research consistently shows that organizations with engaged employees enjoy better customer satisfaction scores, higher retention rates and improved overall performance.
In telecoms, at a time when competition has never been fiercer and keeping customers is critical, nurturing a positive work environment is essential for driving strong CX.
Case study
American telecommunications company improves customer satisfaction via operational transformation and employee experience
agent FTEs in 5 countries
increase to enterprise CSAT
The situation
Responding to the demands of a highly competitive market, Foundever transformed CX operations for a major telco brand across a global delivery footprint.
The result
- Foundever drove improvements to CSAT and employee retention by implementing an integrated center of excellence (COE) model and refreshed training approach across centers in Latin America, Asia-Pacific and the Middle East.
- Through COE best practices, additional growth in expansion locations was achieved while maintaining operational performance at the enterprise level.
Top six insights to keep in mind for engaged, satisfied employees
Creating an ecosystem of positivity within the contact center is similar to following a recipe for success. The key ingredients for happy employees include:
Listen, and then act
Establishing open lines of communication with employees builds transparency and trust. This means…feedback, feedback, feedback. Providing this kind of loop creates a healthy dialogue. It doesn’t stop there, though. Make sure you have action-focused processes that address and correct concerns discussed.
Gamification makes work a fun and competitive challenge
Who doesn’t love a game? In a recent survey, a whopping 90% of respondents said gamification makes them more productive at work.6 Gamification in the contact center transforms the environment by introducing elements of play, competition, and rewards, and creates a dynamic atmosphere where agents can track their performance, earn points and achieve milestones.
Give power to your people
Investing in employee growth through training and development opportunities shows that your organization is committed to their success. Providing access to workshops, courses and mentorship programs can enhance skills and career progression.
6 Zippia, “25 gamification stats 2023,” zippia.com.
Case study
Enabling revenue growth for a Nordic telco via a sales-centric CX organization
channel for sales in 2023 and 2024
higher sales conversion
The situation
Building upon a five-year partnership with a leading Nordic telco company, our sales-through-service approach at Foundever grew sales performance by over 37%, positioning the contact center as one of their leading sales channels.
The result
The approach integrated best practice approaches in hiring and training, data analytics, performance gamification and recognition programs to drive sales performance while maintaining CSAT results.
Flexible work leaves room for balance
Promoting a healthy work-life balance is crucial for employee wellbeing. Offer flexible work arrangements, such as remote work options or adjusted schedules, to help employees manage their personal and professional responsibilities.
A happy workplace matters
Cultivating a supportive and inclusive workplace culture encourages collaboration and teamwork. Make sure you provide employees the physical (or virtual) spaces to work together, learn and express ideas or concerns. Consider art and design as crucial necessities in the physical contact center — a well-designed space can make a drastic improvement in morale.
Zoom in on hiring and training processes
One of the struggles in the customer experience industry? Employee retention. By focusing on strong recruitment strategies and comprehensive training programs, you can make sure employees are well-equipped to deliver exceptional experiences.
Key takeaways
Prioritize employee satisfaction for delivering positive customer experiences; engaged employees are more likely to provide exceptional service.
Provide these key ingredients for happy employees: Effective communication, recognition and rewards, professional development and work-life balance.
Cultivate a positive work environment with collaboration and teamwork, which promotes a supportive culture that benefits both employees and customers.
Get creative with ways to engage employees. For example, use gamification in the contact center to make their job feel like a fun game.
Wired for success: Dialing into telecoms CX
