Outsourcing Impact Award on Community Building (Silver)
SixEleven CALLS
© 2024 Outsource Accelerator Outsourcing Impact Review
Outsourcing Impact Award on Community Building (Silver)
SixEleven CALLS
SixEleven Global Services, with its innovative SixEleven CALLS (Community Advancement, Livelihood and Leadership Services) program, showcases the company's commitment to fostering a cohesive and productive multi-generational workforce.
The company realized that generational differences in the workplace led to communication breakdowns, dissatisfaction, and reduced overall productivity. SixEleven conducted extensive research, including surveys, focus groups, and one-on-one interviews, to gain deep insights into the needs and motivations of each generation. Hence, the findings became the basis to develop targeted engagement programs, including mentoring which connected older workers with younger ones, adaptable communication channels and individualized career advancement schemes.
As a result, SixEleven has seen measurable improvements in employee satisfaction, productivity, and innovation.
SixEleven identified a significant issue within their organization: generational differences were leading to communication breakdowns, dissatisfaction, and reduced productivity. With a workforce spanning from Baby Boomers to Generation Z, the company needed a solution to bridge these gaps and foster collaboration.
Mission: To create an inclusive and collaborative workplace by bridging generational gaps and fostering cross-generational mentorship and collaboration.
Vision: To develop a more engaged and cohesive workforce that drives productivity and innovation across SixEleven Global Services.
The impact of SixEleven CALLS has been remarkable:
One of the significant outcomes of the SixEleven CALLS initiative is the marked improvement in employee engagement and productivity. The company’s approach to mentoring has played a crucial role in this success, enabling senior employees to share their knowledge and experience with younger team members, while also learning new skills from them. This exchange of knowledge has resulted in higher morale, increased collaboration, and greater productivity across teams.
The initiative's tangible impact is best illustrated through the experience of Maribeth, a senior employee with over a decade of experience at SixEleven. Initially skeptical about collaborating with younger colleagues, Maribeth's perspective changed dramatically after being paired with Pam, a younger team member, in the mentorship program.
Pam introduced Maribeth to new digital tools that streamlined her workflow, while Maribeth provided Pam with invaluable industry insights. This exchange not only improved their individual performance but also strengthened the cohesion and productivity of their entire team.
In numbers
5,000
strategically positioned seats across multiple locations
4,000
full-time agents and growing
35%
increase in cross-generational mentorship pairings
25%
increase in employee engagement scores
20%
reduction in project turnaround time
18
years of experience in the Call Center and BPO sector
Now in its second year, the OIR Awards recognize outsourcing companies that have made positive impacts in areas such as community building, education, diversity, and health.
Accompanying the OIR Awards is the comprehensive OIR Report that analyzes each outsourcing company’s impact initiatives and highlights how their projects are transforming lives and industries.
This two-pronged campaign comprises an Outsourcing Impact Awards event, which honors outstanding impact initiatives by outsourcing companies, and an Outsourcing Impact Report, encapsulating the compelling case stories behind these initiatives.
By documenting and acknowledging the far-reaching impacts and corporate social responsibility efforts of outsourcing companies, we aim to foster a broader, more nuanced understanding of the outsourcing landscape and its potential to drive positive change.