Contact center professionals are, in general, people who feed off of the approval of others, both external (customers) and internal (managers and colleagues). Superiors who understand this dynamic and who act on it help foster positive feelings and superior performance on the part of their agents.

 

Recognition

5. Strongly Agree

4. Agree

3. Neither

2. Disagree

1. Strongly Disagree

Net Score
top 2 - low 2

I feel good about the way my contribution is recognized here.

27.2%

41.0%

18.6%

9.8%

3.5%

55.0%

My strengths are recognized and utilized.

25.7%

42.1%

19.0%

9.4%

3.8%

54.7%

The organization does a good job in recognizing the contributions of all our people.

25.3%

41.5%

18.2%

10.7%

4.4%

51.6%

Category Averages:

26.1%

41.5%

18.6%

9.9%

3.9%

53.8%

 

Overall, recognition questions receive relatively lower scores from agents. While personal efforts and strengths scored moderately well, the lowest ratings pertained to how the organization identifies one’s contributions.  

 

Interpretation

 It appears that recognition would be a good place to look for improvements in many centers. The good news is that there is a lot of literature and much advice available on things to try out in this regard. Once again, the wording of the questions and the responses indicate that people feel better about the recognition they receive from their immediate work unit than from their "organization" overall - - a point senior managers should take to heart.

We note that the relatively high "neither" results may be skewed, in part, by new agents who have not had the opportunity to see how things work, and thus do not yet have an opinion. Agents with less than three months tenure constituted almost 9% of the respondents.

 

Recognition

Impact:

·      Agent Satisfaction

·      Turnover

·      Reporting

 

 

My Agent Voices blog posts are the result of research on over 5,000 agent surveys conducted in North America. - - Bruce Belfiore

Topics: Agent Voices, Employee Recognition, Agent Satisfaction, Agent Turnover, Reporting