Vision is what helps employees see beyond the day-to-day tasks that confront them. It links them to something more important, more engaging and more energizing.
The questions in this category focus on two issues: what agents perceive their employer’s vision to be, and whether the mission is communicated well by those who should be its purveyors – i.e., you, the leaders.
As indicated above, this category does well overall across our sample. However, elements that run counter to a customer-focused vision, e.g., self-interest and financial considerations, do color the agent’s view of leadership’s true vision for the center and its employees.
The relatively lower top box response to the first question (self-interest and bottom line) indicates that most respondents have probably witnessed or perceived at least some instances in which self-interest and financial considerations played a dominant role in decisions and directives.
Managers should review their vision and communication policies on a periodic basis to determine areas for improvement. The vision should be tied to an appropriate mission statement, which, in turn, is reflected in personal and collective performance goals, reward systems and overall company culture.
Our Agent Voices blog posts are drawn from the results of research on over 5,000 agent surveys conducted in North America. - - Bruce Belfiore