Turning a Dangerous Workplace into a Healthy Ecosystem: How Quantum Group Assisted Buzz Teleservices

Buzz Teleservices is the setting for an all-hands meeting.

While addressing his staff, Buzz Teleservices’ Rahul, a middle manager, appeared visibly irritated.

He declared, “I don’t understand what’s happening here” as he paced the floor. There appears to be zero motivation, complaints are mounting, and deadlines are falling by the wayside. This must be resolved immediately!

Buzz Teleservices, a rapidly expanding telecommunications provider in India, has been facing a morale crisis for months. When compared to the industry standard of 75%, attrition was at a record high of 28%, productivity was down 18%, and employee engagement was at a record low of 55%.

Determining the Issue:

Buzz Teleservices’ poisonous culture had a devastating effect. Workers already felt overworked and underappreciated, and leadership’s lack of emotional intelligence made matters worse.

Team lead Priya vented her frustrations in a private meeting with human resources, saying, “I feel like I’m constantly walking on eggshells.” Even though he is quick to point out our shortcomings, my boss seldom gives us credit for our efforts. It wears me out.

The HR department became aware of the systemic nature of the problem when the volume of complaints exceeded their ability to handle. Someone frantically contacted the Quantum Group.

Welcome to Quantum Group: Your Go-To Source for Emotional Intelligence

Dr. Pratik P. SURANA and the rest of the Quantum Group team arrived, and they immediately set out to audit the entire organisation. Leadership evaluations, productivity studies, and anonymous employee surveys were all part of this. The results were concerning:

*Almost 90% of workers said their bosses didn’t understand them.

– Gaps in team communication were reported by 78% of participants.

-The Net Promoter Score (NPS) for the company’s employment practices was a pitiful, 15.

The Buzz leadership team was addressed by Dr. SURANA.

Poor systems and unqualified leaders are the root causes of toxic work environments, not bad behaviour alone. Starting with emotional intelligence, let’s rebuild this from the beginning.

A Program for Emotional Intelligence and Performance Coaching as a Solution

The First Step: To attend a workshop on emotional intelligence (EI). Buzz Teleservices’ Emotional Intelligence Program was developed by Quantum Group specifically for them. Over the course of six weeks, employees at all levels participated in interactive sessions focussing on:

– Self-awareness: Recognising one’s emotions and triggers. Recognising and accepting the emotions of one’s coworkers is an example of empathy. – Constructive feedback delivery: communicating effectively.

During one session, Priya practiced having an awkward talk with her supervisor. Dr. SURANA taught her manager to pay attention and refrain from talking over her. Priya exclaimed with a grin, “I’ve never felt so heard before!” following the workout.

The Second Step: Coaching Leaders to Improve Their Performance

The Buzz leadership team participated in a performance coaching program to gain practical knowledge on how to assemble winning teams.

Stress management training was provided to managers.

The coaching centred on encouraging a growth mindset and recognising and praising achievements, regardless of their size.

Although Rahul first wrote off the program as “soft skills fluff,” he later came to terms with the fact that his words and tone had a significant impact on his team. My perspective has been expanded by this trainin

Docs Don’t Speak Like Results

A spectacular change occurred at Buzz Teleservices within three months of program implementation: The rate of employee turnover decreased from 28% to 15%.

– We achieved levels not seen before the crisis, with productivity increasing by 25%.

– The industry benchmark for employee engagement was surpassed as scores soared to 80%.

Staff members were more complimentary of their supervisors’ increased availability and encouragement, leading to a 40% increase in leadership satisfaction ratings.

After the training, 92% of the employees said they felt more motivated, and 88% said their complaints were handled well.

Welcome from a Happy Client 

Mr. Ramesh Sharma, CEO of Buzz, took the stage at a celebratory event that marked the end of the program.

I didn’t think anything could change things when we set out on this adventure. But now I see a group that is doing more than just cooperating; they are flourishing as a unit. Thanks to Quantum Group and Dr. SURANA, we now have hope in addition to solutions.

Toxic conditions need not characterise your place of employment, Dr. SURANA remarked with his signature modesty. It is always possible to undergo transformation with the correct mindset and the right tools.

The Overarching View

The story of Buzz Teleservices’ success proves that leadership coaching and emotional intelligence can make a difference. Workplace culture isn’t a nice-to-have in a highly competitive field like telecom, where employees are a company’s most valuable asset.

Buzz Teleservices and similar businesses show that EQ is about more than just being “nice.” It’s a smart move for the company’s future that will increase productivity, retention, and profits.

The following are some statistics to consider:

• 92% of employees reported feeling more motivated after the training.

• A 46% decrease in attrition was noted
• 25% uptick in output was achieved.
• The level of employee engagement exceeded the industry standard, reaching 80%.

The Quantum Group has shown that significant change is achievable even in the most difficult of settings, and this has served to motivate organisations in a wide variety of industries.

© Dr. Pratik P. SURANA (Ph.D.)

Quantum Group.

#WorkplaceTransformation #EmotionalIntelligence #LeadershipMatters #CorporateSuccess #QuantumGroup

*Name of the client, places, and people have been changed for obvious reasons.