Template Corporate 2017 Employee Engagement

THE BEST
EMPLOYEE ENGAGEMENT

INSTRUCTION
● This template should be used Only for The
Best Employee Engagement category.
● Template can be modified, subject to your
company template or regulation.
● Please do not change the sequence of
content to avoid misunderstanding of
evaluators.
● All information and data that presented have
to be in period of Jan to Dec 2016 or Jul 2016
to Jun 2017.
● Estimated time to present, include Question
and Answer is 45 minutes per categories.

THE BEST CONTACT CENTER INDONESIA 2017

COMPANY NAME
contact center brand

PROGRAM
Award, Reward & Incentives,
Engagement (Participation)

1. BACKGROUND
• Please explain the background and analysis of
the program, including the opportunities,
risks and challenges.

THE BEST CONTACT CENTER INDONESIA 2017

2. OBJECTIVE
• Please describe the objectives, targets and
indicators to be achieved for the
implementation of this program.

THE BEST CONTACT CENTER INDONESIA 2017

3. CREATIVITIES

• Please describe the detail concept of this
program, includes scope of program,
participants, and methodology to measure
the successful of program.

THE BEST CONTACT CENTER INDONESIA 2017

4. KEY ACTIVITIES
• Please describe the type of activities and
timeline of implementation of this program.

THE BEST CONTACT CENTER INDONESIA 2017

5. KEY RESPONSIBILITIES
• Please describe the role and responsibilites of
the contact center and partners in the
implementation of this program.

THE BEST CONTACT CENTER INDONESIA 2017

6. KEY RESOURCES
• Please describe the requirements of this
program, in terms of labor, technology and
cost.

THE BEST CONTACT CENTER INDONESIA 2017

7. RESULT / ACHIEVEMENTS
• Please describe the achievement of this
program, includes impact on employee
turnover, retention, satisfaction and
engagement.

THE BEST CONTACT CENTER INDONESIA 2017

7.1 TURNOVER & RETENTION RATE
• Please provide number of agent that leave contact
center and number of agent that provide services
month by month within 1 year period.
KPI

Apr

May

Total Agent
New Agent
Agent Resign
Turnover Rate
(%)
THE BEST CONTACT CENTER INDONESIA 2017

Jun

Jul

Aug

Sep

Oct

Nov

Dec

Jan

Feb

Mar

7.2 EMPLOYEE SATISFACTION
• Please provide methodology to measure employee
satisfaction index and employee engagement, include
comparative performance achievement, before and after
the implementation of development programs.
Key Performance
Indicators (KPI)
Employee Satisfaction

Index
Employee Engagement
Other KPI

THE BEST CONTACT CENTER INDONESIA 2017

Methodology

Before the
program (by
date)

After the
program (by
date)

8. KEY PERFORMANCE INDICATORS
• Please explain performance achievement,
comparative before and after the execution of
this program.

THE BEST CONTACT CENTER INDONESIA 2017

9. ADDITIONAL INFORMATION
• Please provide any additional information as
evidence of the execution of this program.

THE BEST CONTACT CENTER INDONESIA 2017

THANK YOU
The Best Contact Center Indonesia
2017