Sagility + Qualtrics

Turning around attrition, turning up engagement

As a managed service provider, the most important driver of growth is the service level that Sagility’s employees deliver on behalf of their customers. In the world of business process outsourcing where a high attrition rate is the norm, Sagility wanted to increase retention and raise the service level delivered across processes. The Voice of the Employee program was launched with the aim to drive employee engagement and elevate the overall experience at the workplace.

To understand the key drivers of engagement and capture employee feedback effectively, Sagility collaborated with Qualtrics. The partnership enables Sagility to understand their employees’ experience and identify actionable areas of improvement – from onboarding through to exit.

Having a single platform offers leaders a holistic view of employee experience and helps mitigate issues that vary across different locations. These insights inform the strategic quarterly action plans owned by leaders across the business.

Making tangible differences to improve employee experiences

Feedback from the Voice of Employee programs has resulted in a significant transformation, including influencing Sagility’s hybrid working policies, reducing the time taken to resolve technical issues raised by employees, and addressing employee concerns surrounding organisational ownership changes.

Why Qualtrics

Single system of action
Sagility is able to capture, integrate, analyse, and translate feedback from 30,000 employees spread across 5 countries.

Deliver best-in-class employee experience with speed and confidence
Powered by AI and automation, Qualtrics helps you continually listen to employee feedback and gain a holistic view of every touch point so you can take the right actions at the right time.

Impact on bottom line
Listening better to employees to close experience gaps has seen Sagility deliver higher quality services – achieving as high as +80 NPS for their customers.