Making empathy part of the business, the Jazz way!

The ever-changing technology and business needs have led us to implement processes which help us become more agile, user-focused, and empathetic. After all, business continuity is a reality and our employees help us deliver on that target day in day out for our customers.

The ongoing uncertainty and fear around the world has sent stock markets spinning out of control and business activity down an unprecedented spiral; however, this is an opportunity for us to learn the empathy exercise in how we do business.

This is a call to action for all organizations to review how social responsibility is defined. The prevention for the spread of COVID-19 so far has been identified in social distancing and isolation which means that day to day business activities get hampered. In the midst of such uncertainty, it is the social responsibility of businesses and organizations to keep their customers and employees safe while ensuring that the right practices are in place for business continuity.

Jazz champions the #PeopleFirst philosophy which cuts across all business tiers and customer touch points. In the wake of the spread of COVID-19, Jazz put together a landmark plan which not only helped support the business-critical activities but brought limelight on employee well-being. Doing our bit in keeping our communities safe, Jazz has launched a mandatory work from home for two weeks for all employees in order to #FlattenTheCurve. Awareness about prevention is essential so advisories such as list of hospitals and doctors with testing facilities and online nationwide webinar with specialists have been delivered. Employees have been covered separately for medical expenses related to testing.

Employees have been equipped with digital tools and 24/7 data connectivity to ensure business continuity for customers and business partners. Updated advisories are being shared with employees through SMS, email, intranet platform, and employee app “Jazz People”. Even in cases where employees have to visit the office, designated safe work zones have been identified. Facilities like hand sanitizers, face masks, and gloves have been made available to ensure safety and prevention. Employee-facing hotline and email are set to cater to matters related to the ongoing situation. Jazz’s Fitness Framework “Jazz Fit” continues to provide support to employees through counseling sessions which are being conducted online.

Our commitment to social responsibility doesn’t end there — Jazz has taken various proactive steps to service customers better. While most of the Jazz experience centers have closed down, the communication with customers is taking place through alternative mediums like: WhatsApp 0300 3008000, franchises, call centers, social media, and self-care app “Jazz World”. We are encouraging our customers to use JazzCash to make the payments for all their data, phone, and utility services online.

It is such uncertain times which make us realize what we need to change in order to evolve. Not to forget that such trying times have brought us back to our families and learning to juggle work with home life. Let’s take this moment to refocus on the human, more empathetic side of doing business.