BHARTI AIRTEL LANKA
Q: How have workplaces changed since early last year?
A: Workplace culture has changed in terms of where employees work from, interactions with colleagues and how they deliver the expected results. These changes brought with them four main areas for organisations to focus on.
The first is greater focus on improving employee wellbeing to ensure that not only are they protected from the threat of the pandemic but also their emotional, physical and financial wellbeing are supported.
Adapting to working from home (WFH) is the second focus area. This culture began as a novel alternative to physically being in the office but after a year, it has evolved into a way of life.
The third area is encouraging a comfortable and flexible working lifestyle. Employees can put in their own hours and work when it is most suitable to them. We don’t monitor employees but trust their capacity for timely delivery.
And the last aspect of focus is utilising effective tools and platforms for employee skills development. Businesses have witnessed platforms and digital tools improve rapidly and become more adaptable for employees, as was the case for us.
Focussing on these areas gave companies an edge over their competitors. For us, implementing this train of change before the first lockdown helped facilitate a quicker and more efficient adaptation process. As a result, our culture has become more collaborative and empathetic, equipping us to handle the high demand.
Q: In terms of being a great workplace in the midst of a pandemic, how does Bharti Airtel Lanka look to stand out from the competition?
A: Airtel attributes its success to two factors – viz. the trust built with employees and how they have embraced the ‘new normal.’ Humans thrive on good relationships and trust, and our approach towards employees reflects this.
Our strategic business continuity plan was developed with employees’ involvement prior to the pandemic. We were prepared for even the worst case scenario of an oxygen shortage.
Creating a sense of security and safety among employees has been key. We provided everything from necessary personal protective equipment (PPE) and access to quality healthcare for preferential treatment, to insurance cover for COVID-19 related testing and consultancy.
In the unfortunate event that an employee tests positive for the virus, we’ve ensured paid leave and family support during the period.
We have made it a point to enhance engagement with employees by being connected through new and innovative digital mediums, engaging through virtual games that are fun and helpful in development, and even hosting traditional events and competitions for the whole family online.
Even at a corporate level, after realising the importance of increasing and improving communication, the CEO Connect and HR Connect sessions were accelerated.
Airtel hasn’t reduced its investment in the workforce; in fact, this has increased. We introduced an innovative and competitive rewards and recognitions programme, to motivate and drive them to achieve the best.
The return on this investment and care for employees is clear. Our engagement scores improved drastically with attrition being at an all-time low.
Q: What role does innovation and customer satisfaction play in workplace cultures?
A: It is an integral component that drives employee dedication and commitment. At Airtel, we don’t limit ourselves to striving to provide a best in class mobile experience, and extend innovation and customer satisfaction to empower youth in Sri Lanka.
We’ve conducted many noteworthy initiatives including two recent programmes.
Through Airtel Sri Lanka’s Fastest, we sourced talented fast bowlers from across the country and offered opportunities to them. Most now play for a number of renowned clubs officially.
The other is positioned as Sri Lanka’s first mental health chat line – 1926 – in partnership with the National Institute of Mental Health.
We invest in these programmes because they give us a larger purpose and sense of pride. We also believe these invaluable achievements influence a healthy and motivating workplace culture.
