At AXA we ask our employees frequently (at least once a quarter) in a survey if they have any comments to feedback. Every single one of these comments, that are captured anonymously, is read by the leadership team and the managers so they can hear what our employees are recommending to the CEO by way of improvements.
Listen to your staff, stop implementing stupid rules that upsets your workforce
Look behind the lies and pre prepared questions and vetted staff on your visits. Have a truth day...you'll he amazed at what you'll truly see. Look beyond the figures to the people, you have no idea what's really going on.
Come in line with other contact centres opening until 6pm or 8pm. Management need to do things by the book instead of winging it depending on the day.