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Listening To Employees Wins RSA The 2007 Award For Employee Engagement
Success was celebrated last week by four contact centres who demonstrated exceptional improvements in making their organisations a better place to work and to contact.  The award was presented at Call Centre Planning 2007, the Professional Planning Forum’s sixth annual conference in Dublin on 25th April. Over 250 industry professionals gathered for the two-day conference at which all the award winners presented their achievements and the latest benchmark survey results were presented. ‘Employees who feel empowered and listened to are changing the way everyday business is conducted in contact centres’, comments Paul Smedley, Executive Director of the Professional Planning Forum, the Award’s organisers. ‘I’ve never felt so much part of something that I wanted to share’, explains Jill Newman, Human Resource Consultant. ‘It’s had a huge impact on attrition. It means we need to do less induction and training and we can release more off-phone time for this initiative’, continues a team member. Building on planning and performance management successes that had made RSA previous award winners, initiatives included visible wins in the workplace environment, a major salary uplift for high performers, flexible working options that included holiday buy-back and new work challenge and personal development programmes. In an industry where sickness and attrition are considered key management problems, this initiative shows the huge positive impact that can be made on the everyday working life of call centre colleagues, by combining people initiatives with operational resource planning. The Contact Centre Innovation of the Year Award 2007 was presented to the Salford City Council for a ‘Think Customer’ approach which has delivered new services built on a completely new concept of developing what the customer wants and needs at first point of contact, on behalf of a wide range of local public service providers such as the fire, health and police authorities. One new service has had a direct impact in preventing fire deaths, with 40 fewer fires and injuries down 30%. Another service prevented the need for 8,000 unnecessary calls by bereaved citizens. The Resource Planning Innovation Award went to the AA for delivering a £12m saving while improving revenue and service. Project Sakura created focus and efficiency by thoroughly reviewing resource effectiveness while re-structuring the planning function, which almost halved in size. Initiatives included cross-skilling, teleworking, split shifts, shrinkage re-alignment and performance management. The Workforce Management Innovation Award was presented to Abtran, an outsourcer based in Cork, Ireland, for an implementation that drove change across the entire business, halving sickness and reducing attrition by 80%. Using a hosted TotalView system from QPC, the implementation spurred every member of staff to use their time more effectively – form agent to site director – with new ways of allocating holidays, reporting on performance, managing real time and giving live financial updates to key stakeholders. ‘These centres are demonstrating that they are ‘Fit for Success’, the theme of this year’s conference explains Paul Smedley, Executive Director of the Professional Planning Forum. ‘We offer these Innovation Awards because we want to show the huge progress that is being made in call centres to improve the experience of both the customer and agent – and to demonstrate that research and planning analysts are often critical to making these improvements happen.’ Awards finalists are hosting site visits over the next few months as part of the Planning Forum's Best Practice Programme.
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Congratulations to: To view the full list of winners click here |