Infographic: The importance of employee engagement - TELUS International Europe

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  • Infographic: The importance of employee engagement

    November 17, 2014

    By Marilyn Tyfting

    The_importance_of_employee_engagement

    There is no shortage of research on the importance of employee engagement.

    Firms like Gallup, Aon Hewitt, Forrester and others have clearly demonstrated the business opportunities available to firms that successfully engage their employees – and the potential peril of those who favor more transactional management and short-term incentives.

    Most of the research, however, focuses on the benefits to the company when employees are engaged. In the customer service industry, we know that it’s all about engaging the individual, so we combed the research for individual impacts. In other words, we wanted to know how engaged employees behave differently than disengaged employees.

    Impacts of engagement on Gen Y – reducing attrition and turnover

    In the business process outsourcing industry, engaging employees is especially critical. As we’ve outlined in a recent framework with Frost & Sullivan, we can demonstrate a direct correlation between corporate culture and a highly engaged workforce.

    In other words, we wanted to know how engaged employees behave differently than disengaged employees.

    A highly engaged workforce (increasingly Gen Y) demonstrates significantly lower attrition (turnover), which results in higher customer satisfaction. The end result: satisfied, loyal customers that fuel top-line growth for our clients.

    Check out our infographic below for more on the importance of employee engagement.


    bio_t_marilyn_tyfting

    Marilyn Tyfting is Vice-President of Human Resources for TELUS International. 

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Team member quote

“Most of our games service reps are Gen Y – which means we focus on keeping them engaged with our unique, fun, democratic culture. We have to think and act like a games company – or our best talent would leave.”

TELUS International operations team member