There is no shortage of research on the importance of employee engagement. Firms like Gallup, Aon Hewitt, Forrester and others have clearly demonstrated the business opportunities available to firms that successfully engage their employees – and the potential peril of those who favor more transactional management and short-term incentives.
Most of the research, however, focuses on the benefits to the company when employees are engaged. In the customer service industry, we know that it’s all about engaging the individual, so we combed the research for individual impacts. In other words, we wanted to know how engaged employees behave differently than disengaged employees.
Impacts of engagement on Gen Y – reducing attrition and turnover
In the business process outsourcing industry, engaging employees is especially critical. As we’ve outlined in a recent framework with Frost & Sullivan, we can demonstrate a direct correlation between corporate culture and a highly engaged workforce.
In other words, we wanted to know how engaged employees behave differently than disengaged employees.
A highly engaged workforce (increasingly Gen Y) demonstrates significantly lower attrition (turnover), which results in higher customer satisfaction. The end result: satisfied, loyal customers that fuel top-line growth for our clients.
Check out our infographic below for more on the importance of employee engagement. You can also download a PDF version of the infographic here.
If you’d like to discuss our research, or how we can help your company grow your top-line revenue through industry-leading employee engagement, please contact us.