How can you measure employee engagement in a virtual Account Management team?
Account management is a skill that requires strong communication, collaboration, and relationship-building with clients and internal teams. But how can you ensure that your account managers are engaged, motivated, and productive in a virtual environment? In this article, we will explore some ways to measure employee engagement in a virtual account management team and how to use the data to improve your team's performance and satisfaction.
Employee engagement is the degree to which employees feel committed, passionate, and aligned with the goals and values of the organization. Engaged employees are more likely to deliver high-quality work, exceed customer expectations, and stay loyal to the company. On the other hand, disengaged employees are more likely to underperform, lose interest, and leave the company. According to Gallup, disengaged employees cost the U.S. economy up to $550 billion per year in lost productivity.
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A sophisticated method is needed to gauge worker engagement in a virtual account management team: Frequent Check-Ins: To assess morale and address issues, hold team and individual check-ins on a regular basis. Employ Surveys: Use anonymous surveys to get input on general engagement, work-life balance, and job satisfaction. Performance Metrics: Monitor project results and key performance indicators (KPIs) to gauge dedication and drive. Feedback mechanisms: Provide accessible avenues for team members to voice their opinions and concerns. Use Collaboration Tools: Keep an eye on activity on platforms for collaboration to get a sense of participation and interaction.
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To assess employee engagement in a virtual account management team, use methods like employee surveys, pulse surveys, Net Promoter Score, KPIs, activity metrics, recognition programs, one-on-one check-ins, team meetings and events, quality of virtual collaboration, employee development opportunities, retention rates, absenteeism and punctuality, employee well-being metrics, feedback mechanisms, and benchmarking. Regularly analyze these metrics and gather feedback to understand the team's morale, productivity, and overall satisfaction. Adapt strategies based on feedback and work towards enhancing the virtual work experience.
There are different methods and tools to measure employee engagement, but the most common ones are surveys, feedback, and analytics. Surveys are the most direct way to ask your account managers how they feel about their work, their team, and their company. You can use online platforms like SurveyMonkey or Typeform to create and distribute surveys to your team. You can also use feedback tools like 15Five or Lattice to collect regular feedback from your account managers and their managers, peers, and clients. Feedback can help you identify strengths, weaknesses, opportunities, and challenges in your team. Analytics are the data-driven way to measure employee engagement. You can use tools like Hubstaff or Time Doctor to track your account managers' time, activity, and productivity. You can also use tools like Slack or Microsoft Teams to monitor your account managers' communication, collaboration, and participation in your virtual team.
Once you have collected data from surveys, feedback, and analytics, you need to analyze and interpret them to understand your team's engagement level and areas of improvement. Excel or Google Sheets are useful for creating charts, graphs, and tables to visualize the data. Qualtrics or Tableau can be used for advanced analysis and generating insights. The key metrics to look at are the engagement score, which is the overall measure of how engaged your account managers are with their work, their team, and their company. It can be calculated by averaging the responses to survey questions that measure engagement such as satisfaction, motivation, loyalty, and alignment. Furthermore, engagement drivers are the factors that influence your account managers' engagement level such as recognition, autonomy, feedback, growth, and culture. You can identify these by looking at the correlation between survey questions that measure engagement drivers and the engagement score. Lastly, engagement gaps are areas where your account managers' engagement level is lower than expected or desired such as communication, collaboration, or support. You can identify these by looking at the difference between survey questions that measure engagement gaps and the engagement score.
Based on your employee engagement data, you can design and implement strategies to improve your team's engagement level and performance. To do this, you should communicate clearly and frequently with your account managers, recognizing and rewarding their achievements, contributions, and efforts. Additionally, you should provide autonomy and flexibility to manage their own time, tasks, and resources. Finally, support and coach your account managers to overcome challenges, solve problems, and achieve their goals. Tools like Zoom or Skype can be used for video calls, meetings, and presentations. Bonusly or Kudos can be used for recognition and rewards. Asana or Trello can be used to assign and track tasks. Calendly or Doodle can be used to schedule meetings. 15Five or Lattice can be used for feedback. Coursera or Udemy can be used for learning opportunities.
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I find it critical to take action the moment survey results are released. What employees care about today may not necessarily be the same as what they cared about when they took the survey. Speed is important. As we have 1:1s, what seemed to have worked for me over the years is to start with a Thank You. The team's feedback is valuable no matter how the score came back!
Improving employee engagement is an ongoing process that requires constant monitoring and evaluation. You should measure your team's engagement level and performance periodically and compare them with your previous data and benchmarks. You should also solicit feedback from your account managers and their managers, peers, and clients to assess the impact and effectiveness of your engagement strategies. You should use the same tools and methods that you used to measure employee engagement in the first place, such as surveys, feedback, and analytics. You should also use tools like Google Analytics or Salesforce to track your team's outcomes, such as customer satisfaction, retention, and revenue.
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