Employee Engagement

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One of the most critical issues affecting people-intensive operations is individual engagement, motivation and turnover in the employee ranks. Losing an experienced employee-one that has satisfied customers, driven monthly sales figures, or mentored new staff-lowers the experience and talent base, decreases the pool for leadership and management development, and impacts the culture of the remaining operation. Neglecting middle and bottom performers with the attention and skills they need to feel empowered and perform, effects service levels and customer satisfaction.

Key Challenges

Several critical challenges often inhibit managers and executives in large, customer-facing organizations from keeping employees engaged and reducing unwanted attrition including:

• Inconsistent Supervisor coaching and development practices
• Slow or inaccurate incentive payouts
• Difficult for front-line employees to link their individual performance with specific metrics, goals, and compensation
• Employees are neglected and lack a robust career path
• Limited visibility for supervisors and managers into valuable attrition risk information

Overcoming these Attrition Challenges with Performance Management

Merced Performance Suite and Merced Incentive Management deliver the solutions to enable organizations to overcome their employee engagement and attrition challenges:

• Integrated views of supervisor performance and their effectiveness in retaining and developing top talent
• Performance dashboards reduce administrative tasks and increase coaching time
• Personalized views for all employees link specific employee behaviors with metrics
• Accurate, timely incentive payouts boost employee satisfaction
• Career path tools outline expectations for role change and track progress against goals
• Attrition early warning tools expose employee trends to prevent desirable employees from leaving

Case Study

Company: Leading Telecommunications Provider

Objective: Reduce undesirable attrition in customer service contact centers

Solution: Leverage Merced Performance Suite to:

• Provide timely reporting to front line contact center agents and supervisors, eliminating a reporting and tracking burden that consumed valuable supervisor time. Choice made to reinvest this time in additional coaching and career path development for agents
• Enable the transition from paper-based record keeping of coaching sessions and content to a centralized repository of coaching process tools, and supporting content.
• Automate coaching best practices, including performance-based and time-based alerts for task management

Results: Improvement in employee retention

• 16% reduction in short-term attrition
• 15% improvement in operational performance during this same period