Heroes Day at TELUS International Europe – listening and learning from our experts - TELUS International Europe
  • Heroes Day at TELUS International Europe – listening and learning from our experts

    September 24, 2015

    By Stefaniya Duncheva

    1We are excited to have held our second annual TELUS International Heroes Day and listen and learn from for our frontline team members, our experts – who daily interact with our customers. Frontline and administration and members from the leadership team had the chance to participate in the event held on September 10th. Leaders partnered with frontline team members to observe how frontline roles influence customer experience, and how our leaders can best support the success of our front line teams.

    An idea born last year as a way of showing appreciation towards our frontline agents or our “heroes,” Heroes Day lets TELUS International’s leaders—vice presidents, directors, and managers—spend time with the agents while at work. This initiative happened on the same day in TELUS International centers all around the world.

    With great success and enthusiasm we held our second Heroes Day at TELUS International Europe. Eighty team members from our offices in Bulgaria and Romania took part at the event. Participants from the administration department along with representatives from the high management team spent two hours with frontline team members to observe how frontline roles influence customer experience, and how our leaders can best support the success of our company.

    Every sit-in is quite intimate as the leaders really drop everything – calls, meetings and other business engagements to dedicate the day to our frontline agents. The objective is to gather as much as we can so we can help our agents have better tools and processes and equip them with better skills to do their jobs easier.

    There is an open friendly conversation in this acquaintance meeting, an attempt to get direct feedback and help the company think of ways to support the agents—the company’s own “heroes”—in the long term.

    Heroes Day is also a good opportunity for TELUS International’s leaders to recognize the hard work that makes its agents the heroes that they are.

    The events support our commitment to putting customers first, creating a caring culture for our team members, and helping us on our journey to becoming the global leader in customer experience innovation.

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    Stefaniya Duncheva is HR Manager at TELUS International Europe

     

     

     

     

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