DESIGN BUILD .. . we RUN THE POWER OF NE MAY 2024 | ESAT EDITION GAME CHANGER QUEST NEWSLETTER O.
18-19 FACES OF INDEED WE HAVE HIGH INTERGRITY WITH EXAMPLARY CHARACTER R&R WINNERS THE POWER OF ONE 03-04 27-35 CONCENTRIX HERO FUN PICTURES PROJECT INTERVIEW RESOURCES & EDITORIAL TEAM RESOURCES & EDITORIAL TEAM 05-15 36-39 CULTURE STATEMENTS & ESSENCE OF ESAT CULTURE STATEMENTS & ESSENCE OF ESAT 16-26
Dear gamechangers of Concentrix MY I wanted to send a personal thank you to all our staff and teams who directly & indirectly contributed in the many Integration activities and for welcoming our new team members to Concentrix. It is an important part of bringing new teams into our culture and create a sense of belonging. It also allows us to get up to speed faster in the business. I very much appreciate the effort to make it happen and embark on this new journey. When I think about what we have accomplished together, the challenges we have overcome, the new logos we have won, the focus we have put in to deliver world class performance and the smiles & satisfaction on the faces of the clients we serve, it is somewhat overwhelming & fulfilling. From the never ending support of our People Solutions, Talent Acquisition, Real Estate & IT, to our Service Delivery teams who have delivered time and again with quality, the uncompromised focus on delivery and innovation, and last but not least to the accounts team who have delivered new business at levels that I have never before experienced. It has been an amazing team effort. Thank you from the bottom of my heart for everything you have done and continue to do. The Concentrix Malaysia Leadership Team , your leaders and all support teams continue to hear your feedback & inputs and we have taken many proactive actions to make a difference and take the organization forward. We are fanatical about our staff and we do care about you, your mental wellbeing and your career pathway in our organization. We do acknowledge that you are the heart & soul of this organization. Brand Rollout: We have a plan to announce and implement our new brand! The intention of our brand rollout is to show up as one brand to the market and signal a shift in our positioning quickly and cohesively, while ensuring a smooth transition across all channels and markets. Launch 2 Apr il 23 Pre-launch Until April 22 Internal phase to prepare and begin consolidation to one brand including email migration to concentrix.com, internal tools, marketing guidelines, site branding guides, brand training,etc. External phase to show up as one brand externally as well as internally across all assets, channels & platforms. Continue transitions and establish new perceptions, targeting expanded buyer set. Post Launch 3 May and beyond As staff of the organization, I’m counting on your support to ensure we continue to deliver operation excellence, be highly satisfied & engaged, contribute to the success of your teams and thus enabling you to build your careers with us . The more staff we get involved, the more gratitude & appreciation will reach our staff and recognize the great work going on. I encourage you being your authentic self and contributing to an inclusive workplace. We look forward to your enthusiastic and wholehearted participation in all the activities planned. Let's continue to foster an environment of respect, equity and inclusion for all. So, here’s to a busy but promising Q2! Soon, we will be operating under a unified company name, with a new logo and in a commonly understood culture. I am excited about what the future months will bring! COUNTRY LEADER
Dear Game-Changers, Thank you for the support & enthusiasm towards ESAT in 2023 . We did it ! We delivered an ESAT Score of 4.13 (82.6%) putting a halt to a downward slide we saw in the last 3 years. As our organization is getting bigger, stronger, and more dynamic over time, it is important that we all have clear objectives in sight which will help us in our pursuit of building a positive & inclusive work environment. Concentrix + Webhelp Malaysia is a young & fun team, very diverse with so many different cultures & nationalities. We are like a mini United Nations! We truly believe in building a tribe/community as for many of our staff this is their home away from home. All our engagement initiatives are focused around building experiences . In the ASEAN culture, food, music & sports are great unifiers. From potlucks, to townhalls, to sports carnivals to career fairs, to DJ Nights to CNX Got Talent to birthday & anniversary celebrations, you name it we have done it. What is ESAT you may ask? Why is it important? What’s in it for me? Employee Satisfaction (ESAT) is a metric which measures how happy employees are in their job. Employee engagement is the process of creating a positive workplace culture where every gamechanger feels they make valuable contributions and are an important part of the team. You can make a difference! As the saying goes : "For the strength of the pack is the wolf, and the. strength of the wolf is the pack." - Rudyard Kipling, The Jungle Book. An organization is only as good as its people. The collective experiences, abilities, skills and motivations of the people is what makes a business successful — or not. •Goal >85% or more Happy Staff (4.25) •Focus on Top 2 Box (rating 4 & 5 from our staff) •Treat all our gamechangers with respect & dignity •Live our culture •Nurture & develop talent •Fix staff issues, problems & grievances. Close loop. •Consistent Implementation of EE Activities We wanted to take this opportunity to say a big THANK YOU and our heartfelt gratitude to all of you! We are indeed seeing the evolution & growth of our organization! This 2024, we aim to be like the dragon(as it is the Year of the Dragon!) We aim to be fast, progressive, and elegant! We aim to be legendary! It’s time to evolve with times and be future ready! Its time to put our teams on the map! We want to be the best among the rest! Last but not least - “Carry yourself in such a way that when people are sitting, you would be standing. And when they are standing you will stand out. And when they stand out, you'll be outstanding. And when they dare to be outstanding, you will be their standard” Must haves : EE teams powering your EE Initiatives on each floor, business, account Listening Sessions (Team Huddle, 1x1,Internal surveys) Education Sessions by our PS Team – RAMCO, ESAT, Tax Monthly R & R’s Townhalls/DPE Connects Meaningful 1 x 1 by TL Career Discussions Fun Activities/Teambuilding Celebrations Learning & Development – 1 or more Unique learning activity per gamechanger Kudos + Appreciation CHIEF HAPPINESS OFFICER
We are NOT here for the STATUS QUO! We are CHANGING THE GAME in our pursuit of EXCELLENCE We are FIGHTING FOR better brand EXPERIENCES Championing our PEOPLE Acting with INTEGRITY Always with EXEMPLARY CHARACTER! Collaborating CONSTRUCTIVELY We win when our CLIENTS WIN We are One team, One Company. To be the greatest customer engagement company in the world, rich in diversity and talent - powered by creativity and technology To be the greatest customer engagement company in the world, rich in diversity and talent - powered by creativity and technology STATEMENT CONCENTRIX
ESAT is like a joy gauge for employees! It checks if employees are feeling great about their tasks and if they're in sync with the company's goals. To calculate ESAT, our gamechangers get to pick a number from 1 -5, from feeling “not too happy” to “feeling fantastic”. We aim to nail the Top 2 Box of 4’s & 5’s as we truly believe we are focused on building a fanatical staff experience. While we are not perfect, we do listen and take proactive action to resolve staff issues and build a better work environment. Employee Satisfaction (ESAT) What is Word of the day: ESAT Annual survey that allows us to create strategies based on the opinions of our staff, in addition to improving and/or strengthening the experience we provide ESAT is generally measured on a five-point scale 1 being “very dissatisfied” and 5 representing “very satisfied”.
IIMMPPOORRTTAANNCCEE && BBEENNEEFFIITTSS OOFF Employee Retention ESAT helps identify factors contributing to employee dissatisfaction, allowing organizations to address them promptly. Increased Productivity Engaged employees are more productive. ESAT enables organizations to understand what motivates their workforce and what barriers hinder their productivity. Better Decision Making Organizations can make informed decisions based on the feedback received from ESAT. Customer Satisfaction & Loyalty There's a strong correlation between employee satisfaction and customer satisfaction. Enhanced Employee Morale When employees feel satisfied and valued, their morale is boosted. Identifying Areas for Improvement Through ESAT, organizations can pinpoint specific areas that need improvement, whether it's communication, leadership, work-life balance, or organizational culture. Attraction of Top Talent Positive ESAT results can serve as a powerful recruitment tool. Legal Compliance & Risk Management Regularly doing ESAT surveys shows the organization cares about employees wellbeing. ESAT is not only important for measuring employee satisfaction but also for driving organizational success. By listening and acting on employees feedback, organizations can create a positive work environment conducive to employee engagement, productivity and long-term success.
Tips & tricks of delivering an impactful ESAT Tips & tricks of delivering an impactful ESAT Encourage open, honest and transparent comments and discussion from all team members by asking open ended questions. Be tenacious in your pursuit of excellence by deciding with your team what is most important to address from the survey. Focus on what matters you, as a leader, can influence. Decide what will be done, by whom and by when Improvement is a journey, not an event. Review and follow up to ensure tasks are being completed, which is the foundation for showin13.5g actual improvements in the results of next staff engagement survey Discuss ReviewPlan Prioritize
Trust employees with autonomy and decision-making authority. Recognize and reward contributions, and foster a positive work environment. Provide resources, support, and opportunities for growth and development. Involve employees in meaningful work and decision-making processes.
Suggested Actions Plan for regular 1-on-1 meetings with your team to discuss career development 1, 2, and 5 years out. Create a 2-year “contract” with staff that outlines their career goals and expectations and the skill and performance required in return – build a development plan and touch base quarterly. Clarify that it is the role of the staff member to articulate goals, build skills and perform in managing their own career trajectory. Work with People Solutions to help team members understand career paths. Look for development opportunities for your team members outside your department. Ensure access to internal job postings and help uncover opportunities for internal or lateral career moves. Look for role models and mentors that can offer your team members advice and help them advance. CommonSurveyPriorities Staff do not know or understand available career opportunities. Staff do not see a tie between performance and promotions. Unclear expectations required to get to the next step. QuestionstoAsk Howlonghas someonebeen in theirjob Where do your top team members want tobe in 2 to 3 years? What are yourteam’s expectations about whatittakes togetpromoted? How do they learn about new opportunities in the company? EmpowermentandAutonomy BestPracticesonSettingPriorities CareerOpportunities CommonSurveyPriorities Staff feel as though their ideas and opinions are undervalued. Staff do not feel involved in decision-making about projects and roles. QuestionstoAsk How do you encourage Staff to step up andtake initiative? How do you solicit ideas from Staff as changesare rolledout? How do you bring your team into the decision-making process for projects that involve them? Help staff understand the decision-making process. Loop them into the process as soon as is appropriate. Create a regular meeting time with your team to discuss new ideas and provide feedback on decisions and encourage staff to ‘speak up’. Have meetings with no agenda and use different approaches e.g. SWOT, brainstorming - that encourage multiple voices. Schedule 1-to-1 meetings that specifically focus on new ideas and proposals. Use this time to discuss examples of successful projects at your organization. Encourage initiative, risk taking and solutions. Create and share a document that breaks down decision-making authority across team member roles for particular projects. suggested actions suggested actions
Suggested Actions Find time to provide regular feedback to staff – provide behavioral observations, impact of behaviors and suggestions for changes. Include progress on development goals as part of (monthly) manager-employee discussions. Set up time to discuss team patterns of developmental needs with PS. Regularly share a book or article with your team on topics relating to their development and schedule a review session to discuss it and incorporate into daily work tasks. Identify opportunities for learning on the job, stretch assignments, and strategic projects. Reinforce that 70% of skills are built through experiential learning. Encourage individuals to share learning from training with others through formal/informal meetings. Include membership in industry groups or attendance of events and seminars in yearly goals. suggested actions CommonSurveyPriorities Staff do not feel learning and development is supported. Staff do not understand their developmental needs. Lack of connect between L&D and career progression/career paths. Little opportunity for on-the-job learning. QuestionstoAsk How are Staff’ learning needs assessed andcaptured? How do organizational goals, role descriptions and performance reviews inform developmentplans? What classroom, online and on-the-job trainingopportunities exist? PerformanceManagement BestPracticesonSettingPriorities Learning&Development CommonSurveyPriorities Staff do not see value in the performance management process. Staff do not see relationship between individual goals and organizational goals. Skepticism that performance management helps staff understand strengths and improvement areas. Process not seen as simple, transparent or fair. QuestionstoAsk How are staff involved in setting their performancegoals? How do you provide performance feedback throughoutthe year? How do you help staff connect individual goals with team, unit and company goals? How specific, measureable, achievable, realisticandtime-boundaregoals? Use every opportunity to provide positive and constructive feedback – not just the annual performance management process. Get a full understanding of the performance management process, key interventions and available resources. Communicate these aspects to your staff. Clarify any doubts. Cascade SMART goals/objectives and ensure clear links to overall business plan/ strategy/ KPIs. Ensure there is consistency in the level of stretch both within and outside of your work unit. Collect information on staff’ strengths and opportunities from multiple sources. Ensure that your team feels they have the adequate resources to achieve their targets. Schedule 60-90 minute feedback sessions and discuss performance holistically and connection between performance and pay decisions (not just rating). Be a role model for asking for feedback. Ask your direct reports what you can do more of, less of, or differently to be more effective as their manager. suggested actions
Suggested Actions Escalate internal and external pay fairness issues with People Solutions. Have conversations with staff to clarify expectations, performance goals and pay vehicles (base, bonus, incentives). Review pay bands and level within bands where appropriate. Educate yourself on reward philosophy, process and objectives - can you explain reward simply? Invite PS to talk with staff on any issues relating to reward or benefits policies. Ensure that people understand performance metrics and link to pay, and how pay programs work. Clarify scenarios on minimum and maximum payouts. Find opportunities to reward/recognize Staff on a continuous basis (not just year-end). Understand individuals’ needs for recognition (especially non-monetary benefits), in the context of their personal circumstances. suggested actions CommonSurveyPriorities Pay is not seen as fair /adequate. Pay/incentives level and differentiation not seen as linked to performance. Staff do not think they appropriately share in company financial success. Recognition (beyond pay) is missing. Benefits plans are unclear/not aligned to staff needs. QuestionstoAsk What pay and incentives do your staff think are fair for performance levels and comparedto others? How clearly are pay and bonus targets tiedtoperformance expectations? What recognition beyond pay is available?Howhas itbeen used? How effective is program design and delivery? SeniorLeadership BestPracticesonSettingPriorities Rewards&Recognition CommonSurveyPriorities Senior Leadership’s direction for the organization is unclear / not communicated. Sr. Leadership is inaccessible to Staff. Sr. Leadership is not seen as inspirational/ motivating/exciting. Staff doubt the business direction/ business decisions of the Sr. Leadership. QuestionstoAsk How do I cascade leadership’s vision and goals to my team? How can I facilitate more dialogue between my team and the senior leadership? How can create visibility for my team in front ofthe seniorleadership? What can my team learn about leadership’s responsibilities? Feed perceptions of leadership up the line to PS and other leaders. Ensure you understand senior leadership’s vision, strategy and objectives – share with your team. Encourage mechanisms for 2 way communication with leaders – listening and feedback. Highlight individual and team accomplishments and achievements to senior leaders. Cite examples of senior leaders who have grown through the system, and portray them as role models. Work with PS to identify mentors from the leadership for individuals in your team. Also look for opportunities to have your team participate in reverse mentorship programs. After meetings with the Senior Leadership, carry out a quick briefing session for your team. Ask yourself 'How can I support senior leaders to help ensure that messages are communicated effectively?' suggested actions
Suggested Actions Set up or revisit 360 degree feedback processes to gain insights into your own performance, as well as your team’s. Request other personality and leadership style assessments from PS. Take time to share your personal purpose and what makes you engaged with your team. Take time to ask about team member early experiences, personal interests, motivators. Have regular meetings with team members to discuss which parts of their jobs motivate them, and what they perceive are strengths and weaknesses in their own skillsets. Hold quarterly meetings to ensure team and individual goals are clear. Capture priorities on a chart or white-board which is visible for everyone. Address underperformance by team members utilizing immediate and development-focused feedback (observations, impact of behavior, recommendations). Recognize superior performance regularly beyond typical reward and recognition programs. suggested actions CommonSurveyPriorities Staff feel they do not have the resources or support they need to succeed. Perceptions that people are not held accountable for performance. Staff are not clear on objectives. Staff do not think you understand what motivates them. Staff do not think they get enough feedback. QuestionstoAsk Howengagedam I? How much time do I take to connect personallywith staff on my team? How often do you provide feedback to staff? Howdo you serve your directreports and helpthem grow? How often do you work side by side with your direct reports to help them deliver work? WorkTask BestPracticesonSettingPriorities Supervision CommonSurveyPriorities Staff do not feel a sense of accomplishment during, or after a task is completed. Staff feel underutilized. Staff are bored. The team is overwhelmed with responsibilities. QuestionstoAsk How do you connect an individual’s work toasense ofpurpose? Have staffbeen in theirjobs too long? Are team members overqualified? Underqualified? What other skills do staff have that could be used with expanded roles/responsibilities? Break down large jobs into smaller, attainable goals, and link these to a sense of customer value, company vision and purpose for staff. Have 1-on-1 meetings with team members to discuss tasks they enjoy, and which they do not. Make sure the right tasks are assigned to the right staff. Actively seek and encourage stretch assignments and career paths for Staff that are regular or stellar performers. Identify at least one goal that the individual owns themselves and is not an enforced target. Ask yourself 'What other skills do team members have that could be used with expanded roles/responsibilities?' Work with PS to review the selection process for new Staff, and make sure that you are selecting staff with the right skills, attitude, and values. suggested actions
what do we want to recognize? PERFORMANCE Monthly/ Quarterly/ Annually performance CULTURE Recognize staff members living the culture statement DIVERSITY In liaison with the Global Diversity Team KINDNESS Recognize the individual/volunteers who contributed to any CSR initiative and highlighting the impact INNOVATION In liaison with the Delivery Excellence Team (ROOTS) Awards & Certificates Virtual / office parties Peer-to-peer recognition Personal notes from you / your leader E-Cards Workday Badges & CNX One Kudos Staff / Team Spotlight article in CNX Buzz 01 Team breakfasts with pastries, donuts, etc. Escape Rooms Happy Hours Lunch Outings Picnics Casual sports like bowling, soccer, etc. 02 03 Wall of Fame is a great place to recognize our Game Changers that have gone above and beyond. You will find awardees & winners highlighted with their name, picture and year the award was won. Each month highlight the Unsung Heroes recipients 04 Badges Workday Give Feedback Job Aide Not only is CORE a useful resource for rewards and recognition information, but this is also a great resource for all things Concentrix related! 05 06 CNX One is a great place to keep up-todate with the Rewards & Recognition Studio and give Kudos to your fellow peers.
Define Goals Determine the purpose of the team-building activity. Are you aiming to improve communication, enhance problem-solving skills, or simply boost team morale? Clear objectives will guide your planning process Understand Your Team Consider the interests, preferences, and needs of your team members. Take into account their personalities, abilities, and any potential physical limitations when selecting activities. Choose the Right Activity Select a team-building activity that aligns with your objectives and the preferences of your team. Activities can range from outdoor adventures like ropes courses to indoor activities such as escape rooms or team challenges. Set a Budget Determine the budget for the event, including costs for venue rental, transportation, activities, food, and any additional resources required. Ensure that the chosen activities fit within the allocated budget. Select a Date and Venue Choose a date and time that works for the majority of your team members. Consider whether the event will take place during work hours or outside of regular working hours. Select a venue that can accommodate the chosen activities and the size of your team. Plan Logistics Arrange transportation if necessary, book the venue, and secure any required equipment or supplies for the activities. Create a schedule outlining the timing of each activity and any breaks or meals. Communicate with Participants Provide clear and timely communication to your team regarding the details of the event, including date, time, location, dress code, and any necessary preparations or requirements. Facilitate the Activity On the day of the event, ensure that everything is set up and ready to go. Brief participants on the agenda, rules, and objectives of the activities. Encourage active participation and foster a positive and inclusive atmosphere throughout the event. Debrief and Reflect After the activities are completed, facilitate a debriefing session where participants can share their experiences, insights, and lessons learned. Encourage open and honest communication, and discuss how the teambuilding activities relate to their work environment.
WHAT SPECIFIC FACTORS DO YOU BELIEVE CONTRIBUTED MOST TO THE ESAT SCORE FOR THE TEAM? THE ESAT SCORE OF OUR TEAM IS GREATLY INFLUENCED BY FACTORS LIKE CLEAR COMMUNICATION, EFFECTIVE LEADERSHIP, AND PROFESSIONAL DEVELOPMENT OPPORTUNITIES. WHEN TEAM MEMBERS FEEL HEARD AND SUPPORTED, IT OFTEN RESULTS IN HIGHER ESAT SCORES. TO FACILITATE THIS, WE'VE IMPLEMENTED AN OPEN-DOOR POLICY AND A CONFIDENTIAL SUBMISSION LINK FOR CONCERNS. ADDITIONALLY, ACCESS TO TRAINING AND GROWTH OPPORTUNITIES BOOSTS MORALE AND SATISFACTION, REFLECTING POSITIVELY ON THE ESAT SCORE. WE PROMOTE LEARNING THROUGH CNX UNIVERSITY COURSES AND OUR "LEARN NEW SKILL" PROJECT FOR CONTINUOUS SKILL DEVELOPMENT. LOOKING AHEAD, WHAT ARE YOUR PLANS AND STRATEGIES FOR INCREASING YOUR TEAM'S ESAT SCORES DESPITE THE CHALLENGES YOU MAY HAVE FACED IN THE PAST? IN OUR FUTURE STRATEGY TO IMPROVE ESAT SCORES, WE'RE REFINING FEEDBACK PROCESSES, ENHANCING MENTORSHIP PROGRAMS, AND INTRODUCING WELLNESS INITIATIVES. DESPITE PAST CHALLENGES, OUR GOAL IS TO CREATE A MORE POSITIVE WORK ENVIRONMENT, DRIVING HIGHER TEAM SATISFACTION.FUTURE STRATEGY TO IMPROVE ESAT SCORES, WE'RE REFINING FEEDBACK PROCESSES, ENHANCING MENTORSHIP PROGRAMS, AND INTRODUCING WELLNESS INFUTURE STRATEGY WHAT SPECIFIC CHANGES OR IMPROVEMENTS DO YOU FEEL WOULD MAKE THE BIGGEST IMPACT ON INCREASING YOUR SATISFACTION AND ENGAGEMENT WITHIN THE TEAM? IMPLEMENTING REGULAR FEEDBACK MECHANISMS, CREATING A CULTURE OF RECOGNITION, AND PROVIDING AVENUES FOR SKILL ENHANCEMENT CAN SIGNIFICANTLY ENHANCE TEAM SATISFACTION AND ENGAGEMENT. FOR INSTANCE, ORGANIZING MONTHLY FEEDBACK SESSIONS ALLOWS TEAM MEMBERS TO VOICE CONCERNS AND IDEAS, FOSTERING INCLUSION. PUBLIC RECOGNITION OF ACHIEVEMENTS OR REWARDS MOTIVATES TEAM MEMBERS AND BOOSTS ENGAGEMENT. ADDITIONALLY, OFFERING TAILORED SKILL DEVELOPMENT OPPORTUNITIES DEMONSTRATES A COMMITMENT TO CONTINUOUS LEARNING, FOSTERING A SENSE OF PERSONAL AND PROFESSIONAL GROWTH.
TEAM SPECIFIC ENGAGEMENT EVENTS, TO HAVE THE TEAM UNDERSTAND EACH TEAM MEMBER PERSONALITY, THE ESSENCE OF TEAM WORK AND MANAGEMENT DIRECTION TRANSPARENCY, CURRENT GENERATION DEMANDS TRANSPARENCY, THEY APPRECIATE THE MATURE COACHING AND INFORMATION TO BE SHARE TO THEM AND LIFE GUIDANCE. REWARD AND RECOGNITION, NOT ONLY BASED ON PERFORMANCE, BUT ALSO ON TEAM CONTRIBUTION, BECAUSE EVERYONE HAS STRENGTH AND WEAKNESS, WE AS LEADERS SHOULD CONTINUE ACCELERATE HELP TO FACE OVERCOME THE WEAKNESS CONSIDERING YOUR HIGHER ESAT SCORE FOR PREVIOUS YEAR, WHAT SUGGESTIONS DO YOU HAVE FOR MAINTAINING AND EVEN IMPROVING THE CURRENT HIGH STANDARDS? WHAT ARE THE SPECIFIC FACTORS DO YOU BELIEVE HAVE CONTRIBUTED MOST TO YOUR POSITIVE SCORE WITHIN THE TEAM? ALL THE LEADERS MINDSET, LEADERS ARE PASSIONATE TO DRIVE THE HAPPINESS FOR OUR PEOPLE. THOMSON
WHAT SPECIFIC FACTORS DO YOU BELIEVE CONTRIBUTED MOST TO THE ESAT SCORE FOR THE TEAM? ORGANIZATIONAL EFFECTIVENESS THRIVES ON COMMUNICATION, TRANSPARENCY, AND CONSISTENCY, ESSENTIAL FOR FOSTERING SUCCESSFUL RELATIONSHIPS. COMMUNICATION PROMOTES ALIGNMENT AND COLLABORATION AMONG STAKEHOLDERS, WHILE TRANSPARENCY CULTIVATES TRUST AND ACCOUNTABILITY. CONSISTENCY ENSURES RELIABILITY AND STABILITY, INSTILLING CONFIDENCE IN BOTH INTERNAL AND EXTERNAL STAKEHOLDERS. WHEN COMBINED, THESE ELEMENTS CREATE AN ENVIRONMENT CONDUCIVE TO PRODUCTIVITY, INNOVATION, AND SUSTAINABLE GROWTH. WHAT SPECIFIC CHANGES OR IMPROVEMENTS DO YOU FEEL WOULD MAKE THE BIGGEST IMPACT ON INCREASING YOUR SATISFACTION AND ENGAGEMENT WITHIN THE TEAM? OPEN COMMUNICATION ABOUT THE COMPANY/PROGRAMS OBJECTIVES, GOALS, AND DEDICATIONS BUILDS TRUST AND MAKES EMPLOYEES FEEL MORE INVOLVED AND CONNECTED TO THE ORGANIZATION. LOOKING AHEAD, WHAT ARE YOUR PLANS AND STRATEGIES FOR INCREASING YOUR TEAM'S ESAT SCORES DESPITE THE CHALLENGES YOU MAY HAVE FACED IN THE PAST? STRATEGIES AND PLANS TO INCREASE ESAT SCORE IS TO MAINTAIN THE CONSISTENCY ON THE COMMUNICATIONS, REGULAR CHECK INS WITH THE TEAM MEMBERS, ENSURING TO EDUCATE ON CAREER GROWTH AND OF COURSE WITHOUT SKIPPING FUN ACTIVITIES!
Considering your higher ESAT score for previous year, what suggestions do you have for maintaining and even improving the current high standards? Considering your higher ESAT score for previous year, what suggestions do you have for maintaining and even improving the current high standards? Consistent R&R and recognition with Fun Friday activities happening throughout the year Identify agent voice of unsatisfaction and basics – monthly schedule release, paired off days, seamless AL process, break times adjusted from 1hr 15mins to 1hr 30 mins Having 1:1 to connect with 100% of eligible staff going through ESAT questions as a mock survey to get feedback and solve it before actual ESAT survey goes out Share clear objective of the survey done by CNX not client specifics Regular skip levels with DPE to gather feedback Monthly feedback of performance and areas of improvement shared with agents consistently Ensuring agents payroll are not missed and processed accurately on timely manner – RAMCO OT,NSA Having Funcentrix team within the LOB and driving engagement activities Thank you note and appreciation card What are the specific factors do you believe have contributed most to your positive score within the team? What are the specific factors do you believe have contributed most to your positive score within the team? Having fun at work while also keeping highest interests of Game Changers of their basics right in place – schedules, shifts, leaves and etc Accuracy of their payroll Consistent engagements
Are there any resources or support that you believe would be beneficial for increasing your teams ESAT result? Are there any resources or support that you believe would be beneficial for increasing your teams ESAT result? joey perez By following these steps and actively engaging with the team, a team lead or people manager can play a crucial role in implementing changes or improvements that enhance ESAT scores and overall team satisfaction. Reinforcing the quality of 1x1 coaching that encompasses the overall wellbeing of our gamechangers: knowing them on a personal level, their interests and Pet peeves; an extra mile can go a long way. Enhance the Leads’ Emotional Quotient to Look into underlying reasons that may not transpire in the numbers. Those opportunities will help understand the root cause of their unspoken behaviors to bridge the gap. How do you see yourself playing a role in implementing changes or improvements to enhance your ESAT scores within the team? How do you see yourself playing a role in implementing changes or improvements to enhance your ESAT scores within the team? When I think about how I can help boost our team's ESAT scores, we see ourselfs as someone who can really get everyone pumped up and growing. We want to focus on giving our agents the skills they need to be awesome at their jobs. That means hooking them up with all sorts of cool learning materials and training sessions that fit what they're into. Plus, We are all about creating an environment where people can chase after their career goals. We are not just looking to make individuals shine brighter; We want our whole team to be on a journey of getting better together. That way, we'll smash those ESAT scores and rock it as a team!
The resource needed from the organization would be Concentrix brand merchandise to give-away to floor agents; Regardless of big or small, it's a gesture from Concentrix to express gratitude to have this group of game-changers to stand side-by-side with our clients' vision. Plus, to organize more classroom learning for agent level to attend instead of e-learning platform, this allow agents to relate to grooming experience. How do you see yourself playing a role in implementing changes or improvements to enhance your ESAT scores within the team? How do you see yourself playing a role in implementing changes or improvements to enhance your ESAT scores within the team? In the working environment, people often go after an excellent scorecard, and tend to miss out for people around us, around the organization. The thing we have to practice is, sometimes the captain has to drop the anchor to stop the cruise for a while and look back at the group of sailors, heartfully reviewed each of them from top to toe, to acknowledge each drop of their sweat, each ounce of their contribution, and how's their existence mean to this incredible cruise world tour. Here's a forum to come clean, in the past few months we have been focusing on improving operational performance. Upcoming, we will be kicking off festival celebrations & decorate the floor to be joyful environment. In addition to the below, Action #1 : Foster an environment where everyone feels valued and part of something bigger. Ensure that efforts are recognized and contribute to the organization’s success. We have introduced agent level scorecard to make the team aware of we're recognizing their contributions to the project. From time to time, we sent positive message to agents by recognizing their value & contribution Action #2 : Back in January 2024, we have started the first batch by enrolling agents to attend classroom training to learn different topics outside of daily BAU, this allows the team to explore & get in touch with the different layers. Are there any resources or support that you believe would be beneficial for increasing your teams ESAT result? Are there any resources or support that you believe would be beneficial for increasing your teams ESAT result?
What specific factors do you believe contributed most to the ESAT score for the team? What specific changes or improvements do you feel would make the biggest impact on increasing your satisfaction and engagement within the team? Practice of situational leadership, coaching culture and recognition of individual and collective achievements to boost team morale are the factors that I believe contributed to our ESAT. Consistent PULSE check thru one on one coaching for performance and career development Consistency on EE initiatives as this will build good team relationship and promote fun at work Leaders consistent visibility/update on resolution or action done to address concerns/issues raise Looking ahead, what are your plans and strategies for increasing your team's ESAT scores despite the challenges you may have faced in the past? Execution/governance in resolving agents issues or concerns, visibility and continuous update and education on things that aren’t fully controllable. For Dyson, it is a balancing game of driving the team to achieve excellent results while making sure the good working relationship is present and to constantly communicate what has been done and what we'll continue to do for the team's success as a group and as individuals.
Considering your higher ESAT score for previous year, what suggestions do you have for maintaining and even improving the current high standards? What are the specific factors do you believe have contributed most to your positive score within the team? Transparent and Openness. Lazada scored very badly in year 2021 which made us think, why? What went wrong? Then we realized that we were always chasing performance numbers and failed to realize that we did not pay attention to our employees morale and needs. We openly confessed to the team that this was the fact and ensured that we are all working on this and definite changes will be shown in future. It’s not easy to confess but we thought it was important. Regular Connects. Post taking the feedback from the team, we ensured that we connect regularly with them and provide updates. We realized that we have build trust in the team and our employees feel that any feedback given will be taken seriously. Considering your higher ESAT score for the previous year, what suggestions do you have for maintaining and even improving the current high standards? Improving employee engagement involves three main steps: open communication, rewards and recognition, and regular townhall sessions. Firstly, fostering open communication means encouraging feedback and assuring employees that their thoughts are valued. Conducting internal surveys and acknowledging past communication shortcomings are crucial steps in this process. Secondly, recognizing and celebrating team achievements through consistent rewards programs can significantly boost morale and motivation. Lastly, holding regular townhall sessions is essential for reinforcing the importance of employee feedback and sharing progress on addressing their concerns. These actions build trust and confidence among employees, ultimately leading to a more engaged and productive workforce.Add a little bit of body text
LEARNING AND DEVELOPMENT CURRENT TRAINING OFFERED IS VERY GENERIC FOR CL 11 AND 12 HR OPEN FORUM ON GROWTH AND PROMOTION I SEE MYSELF AS A FACILITATOR FOR OPEN COMMUNICATION. BY ENCOURAGING HONEST FEEDBACK AND TRANSPARENT DISCUSSIONS ABOUT CHALLENGES, I CAN HELP IDENTIFY AREAS FOR IMPROVEMENT AND CHAMPION CHANGES THAT BENEFIT THE TEAM.
Continuous improvements are needed in everyday work including employees wellbeing and satisfaction towards their jobs, catering to individual personalities & cultures is an important in finding what drives and leads to a highly motivated team Consistency in supporting all employees on their daily job and further mentoring them for growth in their field. It's crucial for staff to understand their roles and responsibilities and what the future holds for them, as leaders we mentor them to explore their skills and provide them with opportunities to apply them and channels to improve them. This will create a deeper self fulfillment towards their work and sense of progress. What are the specific factors do you believe have contributed most to your positive score within the team? Considering your higher ESAT score for the previous year, what suggestions do you have for maintaining and even improving the current high standards?
We will continue the good work that has been the DNA for Matrix thru the years. Primarily, being Employee accessibility to support thru multiple connects and keeping Communication across all channels open be it for guidance, Upskilling, Support, etc. We do keep finding innovative ways to keep our teams connected and positive all the time. This will continue to give us the right output of how our teams feel. The issues and concerns are addressed at Ground level and immediately so that we do not let the discontent simmer Considering your higher ESAT score for the previous year, what suggestions do you have for maintaining and even improving the current high standards? What are the specific factors do you believe have contributed most to your positive score within the team? TGIM : Thank God Its Monday We celebrate the beginning of the week by honoring our top performers in person or on a call regularly Open door hour : Where the team members can walk into the Managers/ DPEs to voice out their concerns, suggestions, ask for advise and a whole of things (not limited to work only) We celebrate diversity in gender and culture both as we have close to 50+ nationalities working with us All OM and DPE connects are directed towards career building, Opportunities, What the organisation is all about, etc. This is all the more important as we are based out of Client site with almost no visibility to CNX Birthday celebrations every month, Pot lucks, Team outings, CSR activities, Give back to the society and tons of connect building programs Wellness programs to ensure mental well being
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