Why employee insight is as important as customer feedback

Why employee insight is as important as customer feedback

OABPO Blog Team Published on September 4, 2014

Why employee insight is as important as customer feedback- Open-Access-BPO
If you’re outsourcing to a Philippine call center, one of the added tasks that your staff probably carry out is conducting post-call surveys asking customers for comments and testimonials about your products or their overall experience with your brand. While gauging your market’s satisfaction is always a winning strategy, there’s another demographic that you should be pulsing if you want to get greater insight about how you can improve as a company.

What it means to your employees

Why employee insight is as important as customer feedback- Open-Access-BPO- What it means to your employees

Employee surveys are done as a way of measuring how happy a workforce is in the company it serves. In industries like customer service outsourcing where employee attrition rates are high, internal surveys can be used as part of a company’s retention strategy.

Conducting a survey, in itself, has an immediate effect to the morale of the employees who are taking it. Its ultimate advantages, however, will only be felt once you put the survey results into good use.

So what impression do give to your staff when you ask them about their stay wit the company?

• You value their well-being.

Employee surveys primarily identify problems within the workforce. Whether the questionnaire asks about your people’s working environment or their contentment with your benefits, it shows that you are taking initiative of finding out areas for improvement.

• Their opinions matter.

Internal surveys can take the form of simple rank-and-rate questions or complex ones requiring elaborate explanations. Whichever type you use, you show your workers that their suggestions matter, especially if their inputs would be used as basis for upcoming activities and policies that would be implemented in your whole organization.

How it affects the business

Why employee insight is as important as customer feedback- Open-Access-BPO -How it affects the business

On one side, it’s the customers who will greatly benefit from an effectively done survey. Since it explores areas for improvement, surveying can pinpoint weak performance areas, which can be remedied during agent training. As a result, your representatives can provide a higher-quality customer experience and boost the public’s loyalty to your brand.

The effects will also be felt well internally. Aside from employee satisfaction, surveys measure the effectiveness of your organization’s communication and the level of adherence to policies, goals, and standards. By knowing your standing on key areas, you can provide company needs before they become problems that your people demand to be addressed.

A scheduled survey should be conducted within your company to make sure that you are in sync with your employees. Knowing issues to fix and areas to improve on will not only keep cases of burn out low, but will also propel your business to greater heights through your appreciated, fulfilled, and understood employees.

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