With staff numbering tens of thousands, American Express faced formidable human resources challenges. Believing that call centre staff felt underpaid, we were asked to develop a ‘campaign’ that positioned Amex favourably against other employers’ payscales.
Our research, however, revealed that it wasn’t ‘all about money’ and that staff actually felt undervalued and disengaged.
Our solution was to create an Online Career Development portal, ‘You’ offering clear, easy to find career opportunities while simultaneously giving each individual the opportunity to personalise their achievements and maintain their own career record.
The project was deemed so successful that it went global within 3 weeks (The American Express average is 9 months) and employee retention improved significantly.
When I saw the results of the staff response survey I knew we had cracked it.
Customer Services Director EMEA