Template corporate 2015 employee engagement

THE BEST CONTACT CENTER INDONESIA 2015

INSTRUCTION

• This template should be used for Employee Engagement.

• Template can be modified, subject to your company

template or regulation.

• Please do not change the sequence of content to avoid

misunderstanding of evaluators.

• All information and data that presented have to be in period

of Jan to Dec 2013 or April 2013 to March 2014.

• Estimated time to present, include Question and Answer is 30

minutes per categories.

EMPLOYEE ENGAGEMENT

Company Name

Contact Center Brand/Name


1.1 BACKGROUND

• Please describe the main reason as the background of this

development program implementation, include

opportunities or obstacles encountered.


1.2 OBJECTIVE

• Please describe the objective along with targets and

indicators to be achieved for the implementation of this

development program.

• Please select one or more of the following indicators as

targets of the program: Corporate Competitiveness, Income

or Profits, Decrease / Cost Savings, Customer Satisfaction,

Employee Satisfaction.


2.1 RECRUITMENT PROGRAM

• Please provide recruitment programs with 1 year period,

including type of recruitment and number of hired employee.

Please include any creative ideas that has been implemented

as new recruitment programs (if any).


2.2 TRAINING PROGRAM

• Please provide lists of training program, including

information on average man-days or man-hours per

employee training. Please include any creative ideas that has

been implemented as new training programs (if any).

• Please provide any certification programs that has been

implemented within 1 year for employee both internal and

external to perform the job.


2.3 RETENTION PROGRAM

• Please provide any retention and motivation programs that

has been implemented within 1 year for employee to retain

them in contact center. Please include any creative ideas that

has been implemented as new retention programs (if any).


3.1 TURNOVER & RETENTION RATE

• Please provide number of agent that leave contact center

and number of agent that provide services month by month

within 1 year period.

KPI Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

Total Agent

New Agent

Agent Resign

Turnover Rate (%)


3.2 EMPLOYEE SATISFACTION

• Please provide methodology to measure employee

satisfaction index and employee engagement, include

comparative performance achievement, before and after the

implementation of development programs.

Key Performance

Indicators (KPI)Methodology

Before the

program (by

date)

After the

program (by

date)

Employee Satisfaction

Index

Employee Engagement

Other KPI


4.1 ADDITIONAL INFORMATION

• Please provide any additional information as evidence that

able to support the implementation of program. Supporting

information can be provided in the form of videos or

photographs or images.

Services

Template corporate 2015 employee engagement