One significant factor in your call center’s success is how happy and satisfied the employees are. Employee satisfaction has an extremely high correlation with customer satisfaction since the happier your employees are, the better they’re going to treat your customers. They’re also more apt to show up for work and be on time, as well as more likely to adhere to processes and give their best efforts. But if they’re not happy, you have a call center with absenteeism and adherence issues, poor productivity, and lackluster service. Therefore, it’s vitally important that you know what their level of satisfaction is and what key issues and factors are driving discontent so you can address them promptly.
Despite the significant correlation between employee satisfaction and customer satisfaction, fewer than half of call centers do regular employee satisfaction surveys. Most centers do track turnover and look at factors cited in exit interviews, but by then it’s too late. The time to ask questions is before they leave, while you still have the ability to evaluate problems and make changes that can impact their satisfaction and retention rate.
Another problem is that for those organizations that do perform employee surveys, these are often the generic employee surveys from the HR Department that everyone in the company receives and these surveys simply don’t address all the unique factors that impact satisfaction of call center staff. It’s important to do your own call center employee surveys where you can ask about all the issues impacting their feelings about their job. Uncovering and directly addressing employee concerns will improve retention, increase staff satisfaction, and ultimately improve productivity and service.
This white paper outlines the concerns and issues you'll want to address in a call center employee satisfaction survey.
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