How a Strong Employee Engagement Strategy Leads to Great Service

At Arema Connect, people are our business. At every level of our operations, our business is built on relationships, collaboration, and communication. While we believe in innovation and evolution in line with the latest technology, we also believe that human interaction will remain at the heart of our services. A strategic blend of automation and human voice is key to providing top-class customer service experiences. We believe that building positive relationships between employees is vital to our success as an outsourced customer service provider. 

For an industry like customer service support, one that is rooted in human interaction, it is crucial to build and maintain a strong employee engagement strategy. It’s safe to say that since 2020, one of the greatest challenges businesses across the board have faced is maintaining employee engagement. With the adoption of a hybrid working model came greater flexibility for employees, reducing the cost of transportation, increasing time efficiency, etc. Yet with this comes the additional challenge of keeping employees engaged with one another. Here are some of our biggest takeaways from prioritising our staff engagement strategy  in order to enhance customer satisfaction. 

Meet your employees where they are

One major thing we’ve learned in our 24 years in operation is that communication is not one size fits all. As we have diversified our communication channels so that customers may make contact via their preferred channel, so too must we diversify our approach to employee communication and engagement. 

We have been proactively engaging all our staff, no matter their status as remote, hybrid, or on-site. Facilitating these check-ins, or ‘Coffee Catch Ups’ allows for greater cohesion among staff and fosters positive working relationships. 

Engagement fosters open communication

When you have an engaged staff, where people feel comfortable with one another, you are much more likely to establish an environment for open communication. Staff who feel comfortable with one another are much more likely to share any feedback or pain points as they arise, minimising frustration in the long run. 

Part of our employee engagement strategy is to continuously gather feedback from our team. We then use this feedback to enhance our client operations, something that has proven on many occasions to be a successful means of identifying areas for improvement in processes and procedures. 

An engaged staff is more efficient 

A successful employee engagement strategy empowers staff to feel invested in their success, both personally and as a member of the team. When staff are invested and feel valued for the work they do, they are more likely to be proactive and work efficiently toward resolving queries. 

Employee and client retention 

Regularly checking in with your staff in a less formal environment can lead to a culture wherein staff feel empowered to provide feedback. When employees know that their experience and feedback is important to the company, they are much more likely to remain on a long-term basis. As a result of our staff engagement strategy, Arema Connect has among the highest retention rates in the industry, at 95%. 

Having long-term, dependable staff has additionally been key to our success in fostering long-term relationships with our clients. We have many clients who have been with us for several years, and we firmly believe that this is in large part due to the quality of our staff. We are consistently able to staff client accounts with experienced agents. 

Conclusion

Prioritising our employee engagement strategy has undoubtedly only led to positive outcomes for our business. By continuously checking in with our staff members, not only do we identify and proactively rectify any pain points, but we develop stronger, longer-lasting relationships with our staff and in turn our clients. This culminates in our ability to provide excellent customer service on behalf of our clients.

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