---
title: Agents and Team Leads
description: Leads are generally seasoned agents who have been promoted to lead because they are knowledgeable, competent people who exemplify the best qualities of an agent
---

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# Agents and Team Leads

- **Agents participating in this survey N = 4,683 (90.4%)**
- **Leads participating in this survey N = 497 (9.6%)**

The role of “Lead” or “Team Lead” varies from center to center. In general, however, the Lead is a **senior agent** who supports newer agents, handles escalations, monitors the queue, and works in conjunction with supervisors to optimize team function. These individuals are sometimes called Senior Service Representatives or Tier 2 Representatives in technical support centers.

We have taken the average rating (on the 1 to 5 scale) for six important areas, divided by function.

**Satisfaction Ratings: Six areas were compared between these two job positions as follows:**

1. I am proud to say I work for this organization.
2. I would recommend my employer to friends as a great place to work.
3. Most days, I enjoy the work I do.
4. I plan to still be working at this company in two years.
5. Overall, I am satisfied with my job.
6. Leadership's vision for this organization is clearly communicated and understood by employees.

| Ratings | **Pride** | **Recommend** | **Enjoyment** | **Stay 2 Yrs +** | **Overall** | **Clear Vision** |
| --- | --- | --- | --- | --- | --- | --- |
| **Agents \>** | **4.30** | **4.20** | **4.00** | **4.15** | **4.05** | **3.98** |
| **Leads \>** | **4.47** | **4.32** | **4.23** | **4.40** | **4.26** | **4.05** |
| Variance | **0.16** | **0.11** | **0.24** | **0.25** | **0.21** | **0.07** |

Consistently, on every question, Leads score slightly higher than Agents. Both groups gave the highest rating to being proud of working for their respective company.  

**Interpretation**

Leads are generally seasoned agents who have been promoted to lead because they are knowledgeable, competent people who exemplify the best qualities of a call center agent and embody the cultural characteristics that management wants to encourage in the workplace. Thus, it is not surprising that their outlook and their answers are a cut above the average agent on all of these important points.

Do you believe your team leads would score a cut above the rest of your agent population?

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

 Topics: [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Management](https://resources.benchmarkportal.com/contact-center-articles/topic/management), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices)

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