Agent satisfaction plays a vital role in all areas of call centre performance.
The customer experience relies upon the skill, patience and attitude of the call centre’s agents; and it only takes a handful of negative experiences, caused by tired and stressed agents, for your call centre’s reputation to be dragged through the mud.
Worse still, unhappy agents can quickly cause serious issues with employee retention. With salary, hiring and training costs easily capable of exceeding £50,000 (even more by some counts), agent satisfaction can seriously impact the profitability of your call centre.
Despite the obvious importance of happy, engaged agents, over 40% of call centres make no effort to measure, analyse or act upon agent satisfaction. Thankfully, Employee Satisfaction surveys (or E-SATs) offer an effective way to identify and act upon issues of agent satisfaction before they turn into a problem.
How to Use E-SAT Scores in the Call Centre
1) Use a Third Party Surveyor
It’s easier for agents to engage with E-SAT surveys if they’re conducted by a third-party company, and the honesty of their replies will be greater if they’re made privately and anonymously.
2) Survey at the Right Time
As with Net Promoter Scores, E-SAT surveys need to be conducted at the right time. Surveys are most beneficial when they’re conducted after significant events – whether it’s a customer making a purchase, or an agent finishing a busier-than-forecasted shift.
Surveying at these points will provide crucial insights into important areas of an agent’s job, and helps gauge satisfaction with their key responsibilities.
3) Repeatedly Survey Throughout the Agent’s Lifetime
A single survey is rarely enough to fully gauge agent satisfaction. As well as surveying after key moments in an agent’s day-to-day workload, it’s important to survey at key times throughout the agent’s lifetime. It can be a great idea to survey after recruitment, induction, training courses, the introduction of new roles, and even upon exit.
4) Make Surveys Easy to Engage With
Agents have busy jobs, and it’s important that E-SAT surveys fit in alongside their existing workload. To ensure that surveys are completed, it can be helpful to explicitly schedule time to do so – and ensure agents are clear about the managerial mandate for engaging with the surveys.
5) Act on Your Findings
E-SAT surveys are only helpful if their findings are acted upon. As with all types of crucial performance metric, surveys are designed to offer insight into problems, and identify opportunities. Instead of fixating on numbers and statistics, it’s important to use KPIs to actively improve call centre performance.
With E-SAT scores, this means acting upon the feedback of your agents, and changing the working environment to improve their satisfaction and engagement with their role.
To learn more about improving crucial call centre metrics, download our free executive summary on Intraday Automation below.