Employee Loyalty Programs that Telecommunication Companies Need to Offer

 

Introduction:

 

According to Dialog Axiata Company which is a one of leading mobile service provider in Sri Lanka, they mentioned that the importance of the listening to the stakeholders. The Annual Report, 2020 mentioned that the innovative and diverse workforce is essential to deliver the best digital customer experience. We drive a culture of high performance and accountability that attracts, develops, and retains the best talent to deliver on our strategy (Dialog, 2020) and also they linked their risks to the strategies and have been identified financial, market and the regulatory risks for the strategies developed. At that point of view the management of Axiata has been identified market category under the risk factor. The IT executive employee category works under this market risk category. Axiata’s OpCos operate predominantly in emerging markets which are exposed to economic uncertainties and sensitive towards changes in developed countries and OpCos challenged by stiff price competition with little certainty of market consolidation in some markets, and industry revenue declining in others (Dialog, 2020). Also Axiata operates under the lack of operating environment where they do not have enough talent team to achieve their business targets in a wining environment.

As a country in Asian region the people in the Sri Lanka are strongly engaged with the culture and they are more implicit than the Europeans. Therefore the expectation level of the Sri Lankan people regarding the consumable goods and services are very high.  But on the other hand it is very difficult to understand their real expectation at once including internal and external customers. Hence local service providing companies are tiring at their level best to fulfill the customer expectation through employee loyalty. So the companies are trying to fulfill the satisfaction at once. The telecommunication service providing sector in Sri Lanka mainly consists with the private sector and semi government sector. The employees in the private sector are highly motivated and looking forward to achieve many goals because customer satisfaction is directly affecting to entire them. Due to that the customers who obtain the service from such employees can enjoy more loyalty regarding the goods and services while keeping the satisfaction and loyalty towards employees in the respective organization. But the visions of the most semi government employees are not high as the private sector employees. Therefore private sector is very much ahead in the satisfying the employee expectation rather than the government sector to promoting the business. Especially, skilled employees are looking for competitive advantages and they are expected convenience packages to stay at the current organization.

Lack of the right digital talent to affect organizational digital transformation strategies and need for telecommunication experience to adapt operating and business models to capture IR 4.0 opportunities (Dialog, 2020). For this barrier the company has identified the strategic implication as recruiting the skilled digital talent employees to company and through that finds the new customer experience to maintain and increase their customer pool where they can increase the annual revenue. Skilled digital talent required to drive strategic digital initiatives that seek to transform customer experience, generate new revenue streams and enable organizational efficiencies and continuously evolving the business and operational model in line with rapidly evolving technology trends and consumer expectations (Dialog, 2020).

Importance of Employee Loyalty:

 

IT executive employees are responsible for delivering new products, new experience to the customers in the service sector and ultimately determine the quality of service the customer receives. It is important to understand what influences IT executive employees’ because there is evidence that satisfied employees deliver better customer service (Rust, Stewart, Miller, & Pielack, 1996). In the service industry, customer satisfaction has the potential to impact organizational profitability (Baydoun, Rose, & Emperado, 2001) through repeat business or positive word-of-mouth advertising and increased revenue.

Employee loyalty also reduces turnover (Borzaga & Tortia, 2006). Loyalty describes an employee’s faithfulness to an organization, but may not translate into an emotional attachment to the organization (Niehoff, Moremann, Blakely, & Fuller, 2001). Loyalty is about demonstrating pride in an organization and being willing to defend the organization against criticism. Loyalty also includes not complaining about the organization (Niehoff, 2001). According to (Eskildsen & Nussler, 2000), employee loyalty measures to what degree an employee takes personal responsibility for their work, and how likely they are to look for another job. This latter component is also a measure of an employee’s organizational commitment.

Also loyalty describes an employee’s faithfulness to an organization, but may not translate into an emotional attachment to the organization (Niehoff, Moremann, Blakely, & Fuller, 2001). Having faithfulness employees is a pride to the organization.  The meaning behind faithfulness is having more loyalty to the organization. It is hard to break the bond in between the employee and the employer. Also being faithfulness employee and having faithfulness employee is a two separate part in the working environment. Being faithfulness employee obtains personal encouragement to the company.

Good Employee Loyalty Programs:

Motivating staff for training and certification may be very effective. Now you could tune worker publications and apprehend their achievements. Properly monitoring staff overall performance and manufacturing guarantees accountability, permitting your enterprise to reward top performers and offer greater training to others. Employees are a super useful resource for brand new customer referrals however additionally a super place to begin while you are recruiting new hires. As your frontline, your body of workers will absolute confidence be capable of offer a few really precious insights, counseled improvements, and customer feedback.

There are all varieties of innovative and interesting methods you could provide incentives and rewards for your employees beyond the conventional trophy or certificate (Collins, 2019). The following are a few examples of credible worker loyalty applications carried out via way of means of a few properly to do corporations with inside the area.

• Kazoo

Companies in telecommunication area Kazoo specializes in “human management” equipment and has evolved a popularity and rewards program for his or her personnel stimulated via way of means of social media. A virtual feed we could every person see whilst any other worker is identified or nominated for the work they do.

• Snappy

Snappy has created a stock of worker popularity items for award recipients to choose from. They have a whole gift-giving platform, highly personalized, providing plenty more than the average. International trips is only a few examples of the items personnel can get hold of via Snappy’s platform, and items are given out thru virtual scratch-off cards.

 

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