In support services, engaging your employees is key. You want to hire the best people and keep them – we all know how expensive it is to fill open positions – but you also want to help them contribute to the business in the way that only engaged, motivated people can.
The benefits of doing this are huge. Gallup’s Global Workplace Report found that:
The report goes on to list five main ways in which an engaged workforce makes a real, measurable difference:
- Showing up and staying. Engaged employees make it a point to show up to work and do more work — highly engaged business units realize 41% lower absenteeism and 17% higher productivity. Engaged workers also are more likely to stay with their employer. In organizations with high employee turnover, highly engaged business units achieve 24% lower turnover. In those with low employee turnover, the gains are even more dramatic: Highly engaged business units achieve 59% lower turnover.
- Shrinkage and quality. Engaged workers care more about the products and services they deliver to customers and the overall performance of their organization. Highly engaged business units experience 28% less shrinkage (the dollar amount of unaccounted-for merchandise) and 40% fewer quality incidents (defects).
- Safety. Engaged workers are more mindful of their surroundings. They are aware of safety procedures and are diligent about keeping their coworkers and customers protected. Highly engaged business units realize 70% fewer safety incidents and 58% fewer patient safety incidents.
- Customer outcomes. Employees who are engaged consistently show up to work and have a greater commitment to quality and safety. Understandably, these employees also help their organization improve customer relationships and obtain impressive organic growth. Highly engaged business units achieve 10% higher customer metrics and 20% higher sales.
- Profit. The aforementioned outcomes converge to bring organizations increased profitability. Engaged employees are more present and productive; they are more attuned to the needs of customers; and they are more observant of processes, standards and systems. The behaviors of highly engaged business units result in 21% higher profitability.
In a nutshell, if your people are engaged, your business will be healthier and your customers will be happier.
But another great thing about engagement is that it's catching – it spreads like a benevolent virus through the organization, inspiring others to view their roles differently. In her book “Understanding Employee Engagement”, Dr. Zinta S. Byrne writes:
“Research … suggest[s] that engaged employees create engagement in those around them through a process I call ‘engagement contagion’.
“Others who are nearby those expressing their engagement at work "catch" the emotions, behaviors, and cognitions of engaged employees, thereby creating their own engagement.
“Thus, those who are fully expressing the characteristic state of employee engagement create engagement around them, increasing the number of employees who engaged at work and ultimately creating a healthy and thriving organization.”[i]
She also finds that “engagement is positively related to performance and well-being”, so employee, employer and customer all gain.
How businesses and their staff interact is a major determinant in employ engagement. This is where Timegate from Innovise really shines, making employee engagement a competitive, strategic point of differentiation for your company.
With Timegate, your people are no longer cogs in a machine; instead, they become part of a winning team.
And when they feel that, they’ll want to stay, they’ll perform better, and they’ll tell their friends, making your business the employer of choice.
As the Gallup report has shown, there’s real value in that.
Want to see how Innovise can help you engage your workforce? Why not call us now to arrange a free initial consultation.
[i] Byrne, Z. (2014). Understanding Employee Engagement: Theory, Research, and Practice (p. 142).