Employee satisfaction data increases productivity by engaging workers
It makes logical sense that people are more productive when they are engaged. But this is more than just a common assumption; it's actually backed up by employee satisfaction data. A Gallup report found that only three out of 10 Americans are engaged at work. Even more alarming is that disengaged workers cost the U.S. $450 to $550 billion each year in decreased productivity. But the answer isn't to blindly aim by launching various new HR programs. Even if you can't devote an entire department to analyzing employee data on a large scale, your telecommunications company can use data analytics to increase productivity.
Evolv, a workforce-management company, examined 121 million of the company's behavioral and performance records and were able to learn tangible information they could use to make hiring and human resource decisions, TIME reports. Key findings were that Evolv's telecommuting employees stayed at the company 20 percent longer than those who worked at a traditional office, and workers with three or four social media networks had better job performance than those with fewer. Interestingly, employees who used Chrome or Firefox as their primary browser missed 15 percent less work, had more satisfied customers and stayed at their jobs longer than those using Internet Explorer. While these statistics from Evolv offer interesting insights, the most important data patterns are the ones from your own unique set of employees.
Gathering the right data
Management's first thought when measuring employee engagement and productivity is often, "Let's send out a survey." While a survey is an important part of gathering employee satisfaction data, it's just one component. In an article with CIO, Tina Davis, executive director of communications and employee engagement at Comcast Cable, said that in addition to surveys, her company analyzes social communities, focus groups, anecdotal feedback, voluntary and involuntary turnover and information from company losses.
Telecommunications providers can also use data from time-tracking systems to determine which types of service calls take longer than expected. This data can then be used to create employee training that increases productivity on those specific types of calls. Another beneficial strategy is to analyze call center customer satisfaction surveys to determine common patterns in high-performing employees. Providers can create a hiring profile that increases their ability to identify job applicants with a high likelihood of success.
Numbers and anecdotes are only going to provide so much insight into the day-to-day experience. Employees are human and often don't remember or provide the whole story. However, by using IoT devices, companies can see the full picture of employees' daily interactions and work patterns. Sensors can be applied to badges or furniture that detect motion and space usage. Businesses can use the sensor data to determine the optimal workplace setup for maximum productivity, both in conference rooms and general office space. Similarly, The Wall Street Journal reports that Bank of America employees wore sensor technology for several weeks. The company determined that employees who were part of close-knit teams were the most productive. This led the bank to encourage employees to take group breaks instead of sitting in the break room alone, which resulted in 10 percent more productivity.
Employers have been trying to increase employee productivity for years. However, telecommunications providers no longer have to blindly try. By collecting the correct type of data and using analytics, providers can be confident that their changes will make employees happier and more efficient. Even better, they will have the data to back up claims of increased productivity.
Learn how your organization can use analytics to transform how you use data for your telecommunications operations.