The Challenge

The client experienced a significant drop in employee engagement (as measured through Voice of Employee surveys) when they moved from a physical call center environment to a 98% work from home / remote work environment in the USA. Globally, they saw a smaller decrease as those teams remained mostly in a physical environment. However, there was some drop in the non-USA locations as well. The client sought to restore employee engagement knowing that to deliver a positive customer experience required a positive employee experience. Partnering with EX4CX, the client desired to create and deliver authentic and sustained improvements to employee experience.

The Approach:

EX4CX utilized existing employee listening posts such as surveys and on-line forums (both client sanctioned forums and those existing outside of the client’s control) to understand current themes and sentiment. Additionally, EX4CX interviewed front-line employees, team leads and higher levels of the corporate hierarchy to understand the drivers in the drop of employee engagement.

Synthesizing those views into 3 key themes, EX4CX presented a prioritized view of problem areas. Using those as inspiration, EX4CX partnered with the client team to co-design solutions across 4 work streams, each targeting a specific theme from employee engagement concerns.

Client asked EX4CX to drive the execution of the solutions to ensure completion of the highest value items and keep execution teams focused on key activities.

The Outcome:

Within 4 months, early “checkpoint” surveys showed a marked improvement in employee engagement. Qualitatively, the tone of discourse on employee forums showed an awareness of and a positive view of the changes. 

At the next formal employee engagement survey, the measurements improved even above the earlier results (measured before the move to a remote work environment). Client achieved key engagement objectives through EX4CX partnership.