How a global ITES firm improves talent outcomes with real-time analytics

Aglobal ITES company with more than 240,000 employees wanted to ensure that it captured employee engagement drivers in real-time. It believed that monitoring engagement drivers through talent analytics would enable it to sustain organizational performance, particularly during and after the COVID pandemic.  

The company realized the need to provide consistent employee experience in the new virtual hybrid workplace to drive employee engagement, by building an innovative, human-centric and data driven listening ecosystem that senses employee perceptions, milestones, events, and translates their needs into meaningful action for the organization at scale. It wanted to move away from traditional point in time employee satisfaction surveys to real-time sensing of employee perceptions, to retain talent, and which could result in better top and bottom-line growth. The solution had to be capable of determining critical engagement factors of employee personas and allow the organization to visualize relevant measures and metrics.

The company, therefore, sought to implement a solution which could provide them the necessary analytics for capturing intelligence about employee engagement drivers and turn them into necessary actions. 

To enable better analytics and visualization of real-time engagement factors a large-scale transformation was inevitable. We began the journey by securing buy-in from key stakeholders, including CXOs, business unit heads, account heads, HR leaders, operations managers and HR managers. The transformation had four key objectives.

We conducted a detailed design exercise through focused group discussions to come up with a blueprint of phased transformation interventions.

The solution was implemented in three phases:

Phase 1: Employee sensing using surveys and micro-feedbacks
Phase 2: Employee engagement using employee perceptions and employee data
Phase 3. Employee Experience using events and milestones across employee experience life cycle

We implemented our proprietary solution, EY Talent Command Centre with on-demand ‘Data Analytics as a Service’ ecosystem, to sense, analyze and respond to enable consistent employee experience. The solution has several features which can allow an organization to gather deep insights about their employee engagement measures and metrics.

• User persona-based access
• Data Protection Organization (DPO Rule)
• Row level security
• Built in library of KPI benchmarks, reports and analytics use cases
• Sentiment analytics
• Recommendation engine
• Geographic map view
• Correlation analysis
• Benchmark
• Attrition analysis
• Engagement landscape

The solution architecture is depicted in the following figure.

We enabled real-time monitoring of employee engagement in the organization. The results were unprecedented and better than typical annual employee engagement surveys. But to achieve these outcomes during the especially tough COVID-pandemic period was a significant step in the right direction for the organization’s talent team. The organization witnessed an overall improvement of talent outcomes, employee wellbeing and productivity.