Lots of call centres will advertise how much their agents mean to them and how the programs they provide to their employees make them content with their jobs. Nevertheless, the metric of Employee Satisfaction (E-Sat) seems to be missing from many call centres’ key performance indicator (KPI) list.
There are also many call centers that do look at E-Sat among all other KPIs, but some of these call centres don’t do a very good job of measuring the metric correctly. Instead of conducting a in depth survey, call centres will hand out a shallow survey every once and a while to come up with a number that they probably won’t do anything with anyway.
The best call centers give pay much attention to E-Sat, and use well thought out surveys that produce candid results from agents. These surveys are given frequently, about every six months or so. These surveys ask questions that not only measure traditional aspects of employee satisfaction, but also employee engagement as well. Engagement is the highest level of satisfaction. Those who are engaged are not only happy on the job but are willing to go out of their way to do things for the betterment of the company they work for.
The best call centers use surveying specialist to create and implement the survey in order to make sure questions are asked with the correct wording, and to help bring on the feeling of anonymity for the agents’ sake. This increases the amount of honest responses that a call centre will receive from its employees. Using an outside company may also help with giving insightful tips in response to the results of the test. The specialists can help reveal positive trends your business may want to take advantage of, or they can warn your company of the next potential call center agent strike in the Philippines.
Obviously every call center wants to have a 100% E-Sat rating, but this is clearly unlikely. Just like the C-Sat rating, having between the 80%-90% range for E-Sat something worth bragging about, and luckily its capable of being accomplished but only if you implement in depth and meaningful surveys.
If E-Sat isn’t a KPI on you list as of now, make it one. You are only hurting your own call centre and your employees by not assuring yourself that your E-Sat is at least decent. It may be scary to think about, but take AHT off the list if need be.
When looking for an outsourcing company, choose the one with the highest employee satisfaction rate. Happy employees work better and can make your business even more successful and productive. Download this Free call center checklist now and find out if your outsourced call center has a good E-SAT rating.
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