NACCM 2010: Leadership Means Enabling Success for All Associates: How ADT's Employee Engagement Impacts the Bottom Line

Presented by: Georgia Eddleman Little, ADT SECURITY SERVICES

The Customer Monitoring Center – take calls for customers at times of emergency, answering calls for over 90,000 alarms a day. They also serve as the security for all WalMart products.

Employee engagement at ADT: IT’s critical to their success.
Four ways to link engagement to high performance with employees:
1) Build a line of sight
2) Increase involvement
3) Share of accurate decision making decisions
4) Reward and recognition

When evaluating individuals, the information goes to the direct manager’s boss. Every quarter, there is a meeting with the director a level above their manager. In addition, each quarter, one team from each center collects the information, collaborate across call centers, and then develop a report and share it on the company’s portal. It’s an easy way to get employee engagement and views from the front line.