What does it take to truly support a diverse, global workforce? We helped a telecom leader uncover what their employees really needed — and built a model to guide their rollout.
The Challenge
During the global pandemic, and following, our client faced a question – how to adapt to meet the needs of employees now and in the future? With support centers in global locations with diverse cultures, it was clear that there was no one size fits all solution. They asked us to help reveal the front-line experience of their agents and inform their future strategy and investment.
Our Approach
To ensure we covered a diverse range of agent experience we took a mix-methods approach. Combining a diary study, interviews, and surveys we were able to fully immerse in the lived experience of agents on a daily basis, and at the same time engage with over 700 agents across India, Columbia and the Philippines.
During our research we were attuned to small details, like stories about where to find Halal food in the cafeteria, or the distance from workstations to women’s bathrooms, as well as broader patterns of behavior. We mapped common frustrations, and explored how a shift to work at home had really impacted the lives of agents and their families, which varied across geographies.
Using this approach allowed us to analyze the agent experience, drivers and motivations, and build tools for decision-making that were grounded in real employee needs.
The Outcomes
We created a Global EX Playbook, outlining a strategic model for the future which would allow leadership to address the issues that highly impact employees day-to-day, as well as adjusting working conditions to accommodate a diverse range of employee needs and hybrid work environments.
Our clients’ success has been recognized through Great Place to Work® awards in several countries.
Looking to strengthen your business by improving your employee experience? We’d love to discuss how we can help you meet your goals.