Qualfon, a mission-driven business process outsourcing (BPO) company and global provider of contact center services, uses a bi-weekly employee survey to make prioritized improvements in the workplace. After three years of maturity, the survey has opened lines of communication, enabling Qualfon to effectively capture, share, and respond to employee feedback.
Called the You Matter with Mike survey, this one-question poll keeps a finger on the pulse of employee satisfaction and routes information from 13,000 employees to the desk of CEO, Mike Marrow. Feedback is then shared across the organization to ensure suggestions are turned into action plans for improvement.
“I don’t know any other company with this type of employee feedback channel. Mike and the executive team take the time to stop and listen to our employees, which makes it much easier for Qualfon to make improvements,” said Qualfon’s Chief Mission Officer, Roberto Sanchez Mejorada. The Mission Office is responsible for executing and managing the survey.
Participation is voluntary and response rates average around 70%. Roughly 1,500 comments are received from each survey question. The CEO and survey team review the results and comments, noting recommendations for improvement and year-over-year trends. Each comment is color coded into three categories: positive, negative, and recommendations. (Immediate escalations to the Human Development department and Code of Ethics team are made as needed.)
“Very quickly, managers get a clear view into the sentiment and verbatim responses of our employees. We edit the comments as little as possible, only removing curse words and any names or identifying information to ensure anonymity,” explained Pamela Hernandez, Qualfon’s Mission Index & Reports Coordinator, who orchestrates the survey and data analysis.
Within one week, results and anonymous comments are shared with the entire leadership team, and visibility continues with employees. At the contact centers, scores are presented on video walls and posters so employees can review the information and discuss local response strategies.
“Employee comments allow us to see where the largest opportunities are, how to make the greatest impact, and where we need resolve important or urgent issues. Through this channel, we can hear which drumbeats are loud, soft, and constant. Mike and the executive team use this information to prioritize initiatives,” added Hernandez.
The Human Development office, Mission Office, operations Presidents, as well as each local contact center management team all take the lead in responding to the feedback, often conducting additional data analysis to craft hyper-localized response plans. The result: lists of prioritized action items.
From simple to complex, employee comments are inciting real change. Improvements include everything from new headsets for contact center agents and additional sick beds in the nurse’s room to more investments in employee training.
Mejorada describes You Matter with Mike as a “smooth-running timepiece that has everyone listening to each and every tick.”
Qualfon is a mission-driven BPO company and a global provider of contact center services and back-office processing. With experienced BPO leadership and a strong track record of business growth dating back to our founding in 1995, Qualfon helps companies reduce costs and deliver superior customer experiences. Today, we have approximately 12,000 employees serving international brands across many industries, and our intelligent outsourcing locations span the United States, the Philippines, Guyana S.A., and Mexico. Qualfon’s mission to “Be the Best BPO, Make People’s Lives Better” means we invest in our people and, in return, they take better care of you and your customers. Qualfon’s employee retention regularly exceeds the industry average, which creates a people-driven value chain: Our employees stay longer, providing you a higher quality service at a lower price.