At Teleperformance, we are usually providing a customer service function for our clients. So the customers of our clients are speaking to our team when they call. It is therefore really important that they are engaged and interesting in what they are doing – otherwise the service may not be as good as the customer expects.
But does this engagement really matter?
Any of us would say that it does. Think about the last time you were doing a job you did not really enjoy. The time passed slowly and you were probably making mistakes because your mind was wandering – as you wished you could do something else.
Now try recalling a time you were working on something you enjoyed. The time passed quickly and everything worked out. It’s clear that people who are engaged and interested will do a better job and this must surely apply to customer service too – if our team is engaged and enjoying their job then the customers will notice.
Solomon Markos and M. Sandhya Sridevi of Andhra University published “Employee Engagement: The Key to Improving Performance” where they found:
“Engaged employees are emotionally attached to their organization and highly involved in their job with a great enthusiasm for the success of their employer, going the extra mile beyond the employment contractual agreement.”
The Gallup Management Journal indicates that only 29 per cent of (US) employees are actively engaged in their jobs. Can you imagine how hard it would be to care for customers if 71 per cent of the team were not engaged in what they are doing?