The contact center industry had to quickly adapt to new challenges in the wake of…
- Employee Relations
The State of DEI&A in 2023
- Sage Johnson
- 22 February 2023
With the challenges of 2020, including COVID-19 and the death of George Floyd, it’s become increasingly important for workplaces to foster inclusion and diversity. DEI&A (diversity, equity, inclusion, and accessibility) has become a key focus in areas such as hiring and business development. However, organizations still need to create clearer plans for what steps to take for DEI&A implementation, including benchmarks to measure progress and methods to compare programs with other companies. In this article, we explore the current state of DEI&A and tips for its implementation.
Which Groups Value DEI&A?
People of color and young people tend to care the most about DEI&A and want to be part of a work environment that represents their values. According to CNBC, among job seekers between 18-34, 80 percent say diversity, equity, and inclusion are very or somewhat important to them. Only 67 percent of people aged 55-64 agree, and 61 percent of those over 65.
Measuring DEI&A Progress
In order to know if DEI&A goals are being reached, data needs to be collected and progress measured. According to a report by Brilliant Link, 83 percent of organizations surveyed collected data, however “few organizations are collecting data beyond those related to visible characteristics of identity, such as ethnicity/race, gender identity, and age.” What’s more the data isn’t shared with key stakeholders. Only 34 percent of surveyed organizations share DEI&A metrics with leaders including executives and middle managers.
In addition to improving data collection, organizations need various systems for measuring DEI&A progress. While efforts may be working well in one area such as employee recruitment, they may not be having an effect in another area such as employees feeling a sense of belonging. A combination of metrics is necessary to get a true sense of DEI&A progress throughout the organization. These can include employee demographics, employee check-ins, hiring results, and employee surveys.
Before an organization can create a plan for DEI&A, it’s essential to establish a mission statement as a foundational principle to guide them and can more effectively help employees understand and support the goals. This helps to ensure that DEI&A plans are successful. Having a clear company DEI&A mission is particularly significant for younger workers who want to work for companies that match their values.
According to Sustainability, only 49 percent of organizations have an internal strategic plan. Yet, having a plan is one of the main predictors of building a diverse workforce. Also, to help ensure the success of DEI&A plans, it’s best for organizations to create roles within the organization that facilitate these programs. Sustainability notes that just 40 percent of organizations have dedicated DEI&A roles. The good news is they are becoming much more common; more than 80 percent of DEI leaders were hired within the past 18 months. In addition, companies must allocate resources for DEI&A plans to be successful. According to Sustainability, only 34 percent of practitioners say they have the resourcing they need to meet their goals.
The Future of DEI&A
Since DEI&A is seen as important part of a successful company, it’s expected that companies will continue to make efforts to create plans, implement programs, and measure DEI&A progress. The most diverse companies are more likely to outperform less diverse peers in profitability. According to Lever , in the case of gender diversity, it was by 25 percent. In the case of ethnic diversity, that number jumps to 36 percent. This shows that DEI&A programs not only enhance the employee experience, they also help companies increase business performance.
Solutions Built on Experience
CH Consulting Group is dedicated to fostering diversity, equity, inclusion and access (DEI&A) in our culture and in the workplaces of the clients we serve. Christa Heibel, CH Consulting Group Founder and President has worked with groups including the Professional Associations for Customer Engagement (PACE) in helping support and promote DEI&A content. To learn how CH Consulting Group can help your company attract and retain top talent, increase efficiencies, decrease costs and impact the bottom line, contact us today.
- 5 Contact Center Trends for 2023
- An Insider’s View Part 1: The Current State of Contact Center Technology
By Fred Stacey, Contact Center Technology Consultant, AInCX.com Together with Christa Heibel and her team…
- Contact Center Training: A Guide for 2021
Working with many customers across the world has allowed CH Consulting Group to amass an…