[B-SIDE Podcast] Build a great place to work

[B-SIDE Podcast] Build a great place to work

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Teleperformance Philippines (TP) received its fifth consecutive Great Place to Work certification this year, based on responses to a 2022 Trust Index survey conducted by Great Place to Work, an international institute that researches the corporate culture.

In this B-side episode, Jeffrey Johnson, TP’s senior vice president for human capital resource management, recounts Business world journalist Brontë H. Lacsamana how companies can keep a human touch in a hybrid workplace.

“It’s really important that you listen to employees because employees will tell you what they want when it comes to engaging from a digital perspective,” he said.

“As long as you’re listening and actively applying solutions for this, I think that’s a key success factor in making sure you’re able to drive the right engagement.”


Train employees to have a continuous learning mindset.

“It takes a lot of training to understand the changing situation at work. It can be both self-contained and organizational,” Johnson said.

TP, which has more than 55,000 employees, understands that everyone in their organization learns in different ways and encourages them: some may prefer to read and process on their own while others may want to take an e-learning course. .

“When you have that culture, people are more likely to be successful,” Johnson said.

Improve programs, policies and partnerships with the times.

At the macro level, a large organization can influence the local community by improving its policies, implementing new programs and entering into public and private partnerships.

Teleperformance Cloud Campus, for example, is a long-term remote work solution that connects employees through a suite of software for those working from home. There are also hubs and microsites for those who want face-to-face meetings, training and support.

TP has just opened its first microsite in Laoag City in Ilocos, and the next is expected to open in General Santos City in Mindanao.

“We fully support the efforts of government and private telecommunications operators to ensure that digital penetration reaches as far into the countryside as possible, and that it is reliable, consistent and fast – everything you need in a digital world,” he said.

Employee feedback is the North Star for better policies.

For an information technology and business process management (IT-BPM) company to provide good services, its employees must be supported.

That means leaders need to ask each team member how they want to engage and connect, Johnson said. Meanwhile, company-wide sentiment and satisfaction surveys will yield important insights into policies that can be improved.

Diversity, equity and inclusion (DEI) policies, for example, have been found to address concerns about maternity leave for both men and women, and health care benefits and access to washrooms for lesbian, gay, bisexual and trans (LGBT+) employees.

“We make sure to go back and listen. Once we’ve made adjustments, what are the employees saying? Then change course and correct,” Johnson said. “It’s a constant process.”

Recorded remotely on August 11, 2022. Produced by Earl R. Lagundino and Sam L. Marcelo.

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