MEANINGFUL WORK is the Answer
Challenges continue at home, but people do not want to return to the old model.
In 2021, leaders will need to seize the opportunity to build a sustainable work-at-home model.
We Discovered the Solution to Turnover, Engagement, and Performance Problems
25%
Employee
Turnover
10%
Customer Satisfaction
5%
Cost to Serve
MEANINGFUL WORK
5th Talent is the only company that helps you achieve a meaningful work environment for your people.
When companies use our methodology, they enable employees to find meaning in serving others. The result is lower turnover and higher customer satisfaction.
The Key to Thriving at Home
E5th Talent has conducted three contact center work at home studies since the beginning of the COVID-19 pandemic to track the work at home evolution.
The Work at Home Evolution
5th Talent has conducted three contact center work at home studies since the beginning of the COVID-19 pandemic to track the work at home evolution.
May 2020
November 2020
March 2021
The Work at Home Dilemma
Rapid Transition to Working at Home Due to the Pandemic
A “Physical Gap” Was Created Between Supervisors & Agents
Challenges Working at Home Continue
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More effort & fatigue
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Increased loneliness & isolation
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Poor communications & collaboration
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Less effective coaching
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Separation from company culture
Risks
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Disengagement
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Employee turnover
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Less productivity
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Low customer satisfaction
After the Pandemic Employees Don’t Want to Return to the Center Full-Time
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Only 2% of employees want to return to the center 100% of the time, yet most do not want to be 100% virtual.
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Employees can now easily get work at home jobs with other companies.
Solve the Work at Home Dilemma
Align & connect all levels of your organization & extend your culture remotely
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Based on breakthrough research to address the major challenges of working at home
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Grounded in our meaningful work methodology that keeps employees engaged, connected to a common purpose, and energized to serve
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Encourages leaders to adopt a “life coach” mindset and develop people to be self-learning and self-coaching
People Want Meaningful Work
Meaningful work has never been more important than it is today, especially for Generation Z. Studies show that 70% of today’s employees want more meaning in their work.*
*Roffey Park Institute
Serving People is Meaningful
The defining characteristic of meaningfulness is that a person’s work makes a difference in someone’s life.
Grind Destroys Meaningful Work
Promoting meaningful work is not enough, because there are opposing forces that we call “grind” which is destroying the meaning your people find in their job. Grind is the leading cause of frustration, stress, and anxiety arising from the work they do.
Grind [grīnd] \ noun:
Wear and tear caused by pressure to give what customers want, while being restrained in the ability to do so
Why Do People Quit?
People tend to leave their jobs when the level of frustration, stress, and anxiety arising from their work outweighs the level of personal meaningfulness they receive from it. Our studies show that together meaningful work and grind can predict over 65% of a person’s intent to quit.
The 5 Talents are the foundation that enables your people to experience more meaningful moments in their work.
The 5 Talents Increase
Meaning and Engagement
The 5th Talent is the Most Important
Being Myself
Personal
Ownership
Serving
Authentic
Giving
Trust
Empowerment
Confindence
Strengths
Engagement
5thTalent Aligns What Everyone Wants
Companies Want
Loyal Customers
When employees are highly engaged, customer retention rates are 18% higher and earnings per share are 147% higher than their competition.
3
4
Employees Want
Meaningful
Work
70% of employees want more meaning at work.
1
Customers Want
Engaging Employees
8 of the top 10 things customers want relate to engaging employees, but only 1 out of 3 customers are getting what they want.
2
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Roffey Park Institute
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Rage Survey – CCMC
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CVENT
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Gallup
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Become more like a life coach
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Develop agents to be self-learning and self-correcting
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Facilitate more collaboration with their teams
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Harness the joy of authentically serving others
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Utilize 5 key talents to increase meaningful moments
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Develop leaders to foster a meaningful work environment
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Identify root problems and issues
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Create a plan to fill the gaps identified in the assessment
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Communicate the plan to stakeholders
Testimonials
Working in the service industry is difficult, tiring, emotionally draining. But that's not what employees say who work in companies that implement the 5th Talent method.
Executive
The most important thing we have noticed is that the Facebook sentiment of our employees is changing for the positive.
Manager
I have been through a lot of courses for management, but this course is the first one that addresses what I need as a human in charge of other humans.
Employee
Thanks for messing with my head. Once you see GRIND, you can't un-see it! I am seeing it everywhere now, and I want to fix all of it.
