What can we learn from Tesco Mobile’s award-winning Voice of the Employee programme?
Tesco Mobile’s success was recognised in the 2018 European Contact Centre and Customer Service Awards when they scooped the award for Best Voice of the Employee Programme.
Matt Currall, Tesco Mobile Operations Director, shared his advice in an interview with the editor at MyCustomer for those organisations that are considering undertaking a similar Voice of the Employee programme.
“It has to start with a desire to want everyone to contribute, and a belief that anyone’s view is as important as anybody else’s. To be honest, 90% of the organisations and colleagues that I speak to are still entrenched in the view that advisors can’t contribute to the strategic development of the business because they’re advisors and their job is to speak to customers. Well, that limits the ability for that organisation to genuinely realise the power and potential of their people.
“It is very difficult to optimise colleague engagement and optimise the Voice of the Employee if you perceive your people to be a role. That is the fundamental issue. I just see our people within Tesco Mobile as members of the team – they just happen to do different things. Some happen to be in planning. Some talk to customers. Some are managers. But they are all part of Tesco Mobile and they all have valid opinions.”
Find out more about Tesco Mobile’s Voice of the Employee programme at MyCustomer.
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