Leaders recognize that in today’s environment, strong employee engagement is a necessity. Organizations cannot compete for talent or market share without an engaged workforce. For many leaders, however, it's not clear what to actually do about engagement. This is a story about how one organization took steps to improve engagement. (Spoiler alert–with data, analysis, and expert guidance from the Truist Leadership Institute, the investment paid off.)
The context
This organization is mainly a phone-based Customer Care Team (we’ll refer to them here as “CCT”). The team has around 900 employees, is part of a Fortune-250 corporation and had up to eight locations in the Eastern U.S. The Truist Leadership Institute conducted an engagement study in November of 2017. Although CCT’s engagement level was high by call center industry standards, it stood out as one of the lower-scoring areas of the corporation. CCT had just announced the upcoming closure of a location.
CCT embarked on several programs in 2018, including focusing on improving customer feedback and revamping some processes. Improving employee engagement was one of those programs.
