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.

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