TELUS International Philippines’ Record-breaking Employee Engagement Rate Reflects Exceptional Company Culture

These days, employers looking to recruit the best new team members face greater challenges than they did a decade ago. Today’s job seekers, first-timers and shifters alike tend to look beyond salary and benefits. Nowadays, employers are scrutinized for their work and office culture and how it bleeds into the prospective employee’s personal and family life, as well as how the job could potentially impact the community and society.

TELUS International Philippines, one of the country’s leading digital solutions and business process solutions companies, understands the values of, and what is important to, today’s workforce. The company uses these values as guides to boost recruitment and drive employee engagement. Programs and initiatives dedicated to team members’ need for growth and purpose are given priority. This has resulted in a world-class employee satisfaction and engagement score of 90%, as noted by the recent 2018 TELUS International Philippines Pulsecheck Survey, a yearly engagement survey conducted by Aon, an independent third party and a global leader in Human Resource solutions. TELUS International Philippines’ score is 17% higher than world-class standards, and participation was overwhelming with 83% of the company’s over 14,000 team members across its five offices responding to the survey.

TELUS International Philippines further strengthens its employee engagement programs by conducting periodic check-ups with people managers whose team members measure employment brand, client servicing, executive leadership, diversity and inclusiveness, career development, company processes, daily tasks and influences, and performance recognition.

Based on the results of these check-ins, team leaders and senior leaders strategize and create action plans in response to the expressed needs of their team members. In addition to action plans that would benefit the entire organization, there are also plans that focus on the specific needs of particular teams to ensure that improvement programs are customized to the unique needs of the company’s different departments and groups. All of these employee-centric efforts are part of the company’s #HappyHere program, which incentivizes not only participation in the employee engagement activities but also the pursuit of their personal interests and passions.

This way, #HappyHere works to keep employees motivated and satisfied within and outside work, and brings them a sense of pride in being part of the company.

Fostering a caring culture

One of the significant findings of the Pulsecheck Report is that team members respond well when they are given the chance to dedicate their time and channel their interests to purposeful causes—from among a list of items related to employment brand, the TELUS Days of Giving was scored 95% by team members.

“TELUS Days of Giving are year-long volunteer opportunities for team members to experience the joy of sharing and taking care of our communities, the core of our caring culture at TELUS International Philippines,” says Director for Operations, Paul Abello. “All year round, there are activities that are aligned with team members’ personal passions and advocacies.”

Inclusiveness and diversity is another employee engagement area that TELUS International Philippines continuously scores very high in. Team members have noted extraordinary pride in the company’s diversity and inclusiveness practices, management of workforce diversity, and communication of its diversity strategy.

These positive experiences of team members have encouraged family and friends to join them in the company. Because employees are highly engaged, proactive, and more satisfied, they have longer tenure and tend to referrer their friends more often, belying the misconception that BPO jobs can be dead-end jobs.

“Team members are still the best advocates of the company. We recognize that each team member’s contribution is what makes TELUS International Philippines a great place to work,” says Abello. “Team members usually stay longer with us, they say amazing things about the company, and they give their whole heart in the work that they do.”

Aside from world-class engagement scores, TELUS International Philippines has already received peer and industry recognitions that celebrate their company culture. Most recently, they were awarded one of the Best Employers in the Philippines by the Aon Best Employers Awards, and one of the Top Workplaces in Asia by the Asia Corporate Excellence and Sustainability (ACES) Awards for 2018.

TELUS International Philippines’ employee programs have enabled the company to continuously grow, offering more employment and growth opportunities within and ensuring there is clear career path for those who join them. Satisfied employees, in turn, drive better company results, enabling it to pour more resources into employee programs. Indeed, investing in employee programs has created a virtuous circle for TELUS International Philippines, reinforcing the strong and committed company culture that young people look for.

To apply or to know more about TELUS International Philippines, visit telusinternational.com or
check out their Facebook page at facebook.com/TELUSph.