• Wednesday, 20 June 2018

Key Factors to Improving Employee Engagement in Field Service

Employee EngagementEmployee engagement is probably one of the largest challenges facing field service companies currently. Despite the latest excitement regarding worker engagement, few businesses understand the impact or the way it may drive company outcomes.

Why is employee engagement so important for field service companies?

When employee engagement is high, it positively impacts productivity and improves customer satisfaction.

It’s hard to believe, but just 23% (source: Aberdeen Group) of organizations have a formal plan in place together with distinct initiatives to improve employee engagement. Consequently, engagement levels are usually perilously low – negatively influencing organizational output in addition to retention.

55.4% of best in class organizations identified skill shortages as a top current market pressure
(source: Aberdeen Group)

Changes in the workforce, along with changing job requirements, means that companies must find new ways to recruit and retain top employees. New ways of recruiting and hiring the right people for the job are certainly priorities for many organizations today.

What Employee Engagement Strategies are Leading Organizations Using to Contribute to Their Success?

In order for businesses to gain competitive advantages, employee engagement has to be based on performance, scored continually throughout the organization and powered by innovative technology.field-service-engagement-graph

With an eye toward finding more customer-oriented service professionals and creating and creating an environment that encourages employee engagement, many organizations now realize they must focus on building continuous training and development programs. There are a few strategies that help to build employee engagement in field service:

  1. Onboarding through mentoring, coaching and peer networking programs
  2. Training and development programs
  3. Performance management
  4. Employee recognition and validation for outstanding work
  5. Clearly defined corporate cultural values
  6. Regular interaction with direct manager

How to Implement Employee Engagement Strategies

The first step is finding the right employees. Working closely with recruiters to create a profile for the ideal employee will ensure that you find people with the right skills for the job.

Invest as much time, resources and budget as possible to create a training and onboarding program that focuses on overall customer satisfaction as a barometer for success.

Technician training programs should include videos that can be easily accessed on mobile devices, like cell phones and tablets. Including options like knowledge forums, social media and collaborative learning websites will help increase the employee’s knowledge retention.

Along with technical training, mentoring programs are a valuable tool in the employee development process. When organizations offer mentoring programs they see a 52% (source: Aberdeen Group) increase in service revenue.

Click here to access more insights from the Aberdeen Group report.

What type of programs have you implemented that have been successful in finding and training employees?

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