Contact centre employee survey exceeds targets

Results released from Fusions’s latest employee satisfaction survey have exceeded the target set for employee engagement and surpassed the benchmarks for the Global Financial Services sector.

The survey of the company’s 450 staff asked a wide range of questions to measure how employees feel about Fusion and its products, the work they do and their loyalty to the company. Based on these measures, Fusion Sunderland achieved an employee engagement result of 80 per cent, which is up 26 per cent on the last survey, completed in 2010. This score far exceeds the Global Financial Services industry benchmark of 68 per cent.

Some of the highest scoring questions for 2012 included:

• Fusion is committed to charitable giving – 99%
• The company celebrates success – 89%
• I know how my work contributes to company success – 89%
• I feel I am part of a team at work – 90%
• We are open and honest with each other at work – 85%
  

  Sarah Burns

Sarah Burns, Head of Site at Fusion Sunderland, said: “We know that the success of our business is due to the expertise and commitment of our people, so it’s very important to understand their perceptions of Fusion. This survey has given us some excellent insight into our strengths and weaknesses as an employer. We originally set a target in 2009 to increase employee engagement to 73 per cent by 2012. It was one that we thought was a stretch, so I am delighted that we have managed to achieve such a strong result. Now our challenge is to maintain, and strive to continuously improve on, the positive feelings our employees have about working for the company.”