Latest News  

TELUS International Europe: In the global war for talent, CSR goes from ‘nice to have' to ‘must have'

Building a corporate social responsibility (CSR) strategy that truly impacts the vision and direction of a company can be a vital component of business success in the 21st century

2017-10-11 23:43:27





Grégoire Vigroux
Vice-President Marketing Europe at TELUS
International


In addition to positively impacting people and communities, CSR initiatives have been directly linked to top and bottom-line growth, brand differentiation, customer loyalty and employee engagement in many instances. A meaningful and well-executed CSR strategy can also help attract and retain top talent in an increasingly competitive human capital market, especially in industries with large numbers of customer-facing frontline employees.

Here are some of the ways that giving back pays big dividends for companies with big hearts.

Attract. Retain. Engage.


In the contact center space, the key to exceptional customer service is an exceptional team. Despite earlier predictions, the total number of customer service agents is anticipated to grow in the next 2-3 years, with IDC reporting an an expected increase of between 10-50 percent. As a direct result, competition for highly-qualified candidates is heating up.

With exponentially more choices, candidates judge potential employers on more than just the standard set of benefits. Millennials in particular are looking to be part of something ‘bigger.' They want to be inspired, to feel good about their employment choice and to join an organization that fits with their values. This often means seeking potential employers that support causes they are passionate about, or more broadly, that share their views on the importance of giving back.

In addition to attracting employees, CSR is also an emerging and increasingly important driver of employee retention and engagement. A report by Project ROI indicates that a year-round CSR program can reduce a company's staff turnover rate by up to 50 percent while increasing employee engagement by up to 7.5 percent. Working at an organization where employees view their CSR efforts as positive, has a significant and favorable impact on how they rate their pride in the organization, their overall satisfaction, their willingness to recommend it as a place to work and their intention to stay.

From CSR to CX (customer experience)


Employees who work at companies with strong community ties also tend to have more positive attitudes in areas that correlate with better performance, such as customer service. In fact, according to recent Robert Half research, 61 percent of surveyed employees felt that volunteering helped them do their job better. These inspired and motivated individuals are the ones who become intrinsically engaged with your brand and are able to offer the empathetic and personalized service that engenders customer satisfaction and loyalty. Additionally, as our society becomes increasingly aware and engaged in our ability to effect positive change, individuals and companies are making the decision to do business with CSR-focused brands and providers.

A day of golf or a day of giving?


When it comes to attracting clients and winning new business, the days of building relationships on a golf course or over lunch may be numbered. Inviting current and prospective clients to participate in a volunteer activity alongside your employees offers them a glimpse into the heart of your organization and provides a deeper understanding of your culture and values.

According to a paper commissioned by Mandrake, a global recruitment firm, CSR is most effective when employees play the role of the actual enactor of CSR programs, with the company acting as an enabler. In the case of TELUS International, TELUS Days of Giving activities are a perfect example of how engaging employees, as well as their families and friends, in large-scale volunteer activities in their community can foster a sense of pride, teamwork and unity towards a common goal. Clients often join the volunteer activity and report feeling a deep sense of pride and accomplishment after putting in a hard day's work alongside their partner team.

Last year marked the 10-year anniversary of these popular events at TELUS International that continue to grow in size and scope, now taking place in 11 locations around the world. Since 2006, more than 40,000 individuals have volunteered over 340,000 hours, to make a positive difference in the lives of over 70,000 citizens worldwide. Working hand-in-hand, team members have built entire schools in Central America, refurbished youth centers in Eastern Europe and constructed villages from the ground up for the homeless in the Philippines.

Achieving the maximum benefits of a CSR program demands that companies view it as a strategic imperative, devoting the corresponding level of attention and dedication. When CSR activities are executed with care and commitment, all stakeholders stand to benefit – customers, executives, frontline team members, and especially the communities that need it most.

Keep up-to-date with the latest thinking about BPO, ITO and Contact Center solutions. Each month, TELUS International, a global provider of contact center outsourcing and BPO solutions, shares insights on the latest customer service trends.

Related articles: www.telusinternational-europe.com /
www.telusinternational.com


0 COMMENTS ^ Go back to Top
WRITE A COMMENT ^ Go back to Top
 
Your email address will not be published.
Nickname
Email
Comment
Validation Code
   
 
 
NEWS
The most appreciated companies from the outsourcing industry, awarded at ABSL Gala 2018 Romania

The most appreciated companies in the outsourcing industry were awarded last night, at the ABSL Romania Awards Gala, a recent announcement of the company stated.

 Read Full article »
Cybersecurity Tech Accord: 34 leading companies sign pledge to fight cyberattacks to promise equal protection for customers worldwide

Companies across every layer of internet communication vow to defend against misuse of their technology; promise to protect all customers regardless of nationality, geography or attack motivation.

 Read Full article »
Accenture study finds 87 percent of focused cyberattacks are prevented

With ransomware and distributed denial of service (DDoS) attacks on the rise, the average number of focused cyberattacks per organization has more than doubled this year compared to the previous 12 months (232

 Read Full article »
Romanian software group expands to Bulgaria

Romanian group Global Technical Systems, which specializes in software development and providing technological solutions for building efficiency and security infrastructures, aims to double its turnover this ye

 Read Full article »
Vodafone Survey: Romanian youngsters would rather work for themselves, than for a company

Romania ranks first in terms of percentage of youngsters who would rather work for themselves/be an entrepreneur than for a company, with 51 percent expressing this preference, according to Vodafone survey.

 Read Full article »
Bucharest office market: Over 30 per cent of the demand came from the companies that moved from old buildings in modern projects

Companies have rented in the first quarter almost 70,000 square meters of office space in Bucharest, one third of the demand came from companies that formerly had its headquarters in old, small buildings or in

 Read Full article »
ABSL Romania: The Business Services sector has thousands of jobs available for young professionals

The Association of Business Service Leaders in Romania (ABSL) announces thousands of positions available for young professionals with little to entry-level experience in the business services sector. Accounting

 Read Full article »
Zitec rents 1,700 sqm at Vastint's Timpuri Noi Square

Vastint Romania has leased 1,700 sqm of office space to Zitec, in the mixed-use development project at Timpuri Noi Square in Bucharest, the developer recently announced.

 Read Full article »
Ness Digital Engineering reached 100 employees in Timişoara and 2,800 sqm in the UBC 2 building in the Openville mixed-use project

In March, Ness Digital Engineering reached a 2,800 sqm area in the United Business Center 2 (UBC 2) building located in the Openville Timişoara development, after taking over a new floor of the office building

 Read Full article »
Timpuri Noi Square awarded the highest LEED certification

Vastint Romania was awarded LEED Platinum certification for the first two office buildings of Timpuri Noi Square.

 Read Full article »
 
 
MOST READ ARTICLES
» BPO: the ideal breeding ground for BPI
» Romanian software group expands to Bul...
» Deloitte opens European Regional Deliv...
» Large office space leases dominate the...
» Bitdefender: Half of Romanian fear tha...
» What do digital, automation and outsou...
» CBRE: Bucharest will witness a fivefol...
» CBRE: Romanian outsourcing industry ha...
» CBRE: Bucharest and Budapest should be...
» Oracle study: Less than half of employ...
 
EDITOR CHOICE
The voting for The Brand of the Year 2018 in Outsourcing and Shared Services is now open!

Outsourcing Today presents the fourth edition of the annual Romanian Outsourcing & Shared Services Awards, the event that recognizes, rewards and celebrates the success of the most prominent companies acting in

 Read Full article »
Romanian Outsourcing & Shared Services Summit: The very definition of millennials is change

Adapting to future workforce trends whilst balancing intelligent automation, digitalization, and millennial teams was one of the most discussed topic of the second session of the Fourth Edition of Romanian Outs

 Read Full article »
Stefanini invests in AI and reinforces Sophie's capabilities

Recently, Stefanini announced it is reinforcing its investments in Sophie, an artificial intelligence platform with the ability to turn data into valuable solutions. Fully developed within Stefanini's research

 Read Full article »
Romanian Outsourcing & Shared Services Summit: Diversity is value

The second session of the recently ended Romanian Outsourcing & Shared Services Summit highlighted topics on the future workforce trends such as digital transformation, automation, the repositioning of the impo

 Read Full article »
ROMANIAN OUTSOURCING & SHARED SERVICES SUMMIT, with Irina Sersun-Gürtler, Noerr: Bringing the employees on board

This March, the professionals, leaders and key voices in the outsourcing and business shared services industries joined for three rounds of lively knowledge exchange within the Fourth Edition of Romanian Outsou

 Read Full article »
Latest News  
 
about us | newsletter | contact | members area
Copyright © 2015 by Diplomat Media Events Design by Diplomat Media Events