Inspiring our people
BPOs tend to focus on contact center tools, solutions and technologies rather than on helping team members realize their potential. At TELUS International, we take a different approach.
Sure, we offer the latest services – but what else do we do?
We also invest in our team members, their families, and the communities where we live, work and serve. An engaged agent is an inspired agent, so we surround them with things that matter to them. It’s part of our culture and DNA. We see the results of this people-first approach in increased agent engagement, loyalty and superior performance. Our clients also see the results reflected in their top and bottom‐line. We call this the Culture Value Chain – and invite you to learn more from this short video.
The business value of culture
At TELUS International, we believe that when an outsourcer maintains an equally high level of employee engagement as the client, it’s possible to predict a corresponding improvement in the client’s top‐line business outcomes over a given time period.
As an illustration, in a one‐year span, a TELUS International social gaming client experienced an employee engagement rate of 80%. During that same span:
- Annualized attrition fell by 7.1%
- Net Promoter Score (NPS) increased by an astounding 26%
- Revenue increased by 12%
Our caring culture in action
Along with our parent company, TELUS, we have donated over $396 million to charities and contributed over 6 million service hours through our Community Boards and volunteering programs around the world.
We take a “walk the floor” Lean Six Sigma approach, in which process intelligence is built into every client interaction.
Our workspaces are designed to engage the whole person and reflect our clients’ brands.
Health and wellness
We invest in the well-being of our people with onsite gyms, health clinics, daycare, health insurance for team members and their families (including their parents) and more.
Learning and development
We encourage our team members to develop and grow as leaders via our TELUS International University programs, our Coaching Excellence philosophy, Learning Roadmaps, and more.