This area is of obvious importance to agent satisfaction. Agents tend to stay and be satisfied where they feel valued and appreciated.
Value/Appreciation |
5. Strongly Agree |
4. Agree |
3. Neither |
2. Disagree |
1. Strongly Disagree |
Net Score |
|
I feel that my opinion is valued. |
23.9% |
40.4% |
16.9% |
13.0% |
5.7% |
45.7% |
|
I've seen improvements take place as a result of feedback I have given to management. |
23.4% |
41.7% |
22.0% |
9.2% |
3.7% |
52.2% |
|
Our leaders exhibit effective listening skills. |
20.4% |
31.3% |
35.7% |
9.3% |
3.3% |
39.1% |
|
Upper management recognizes the importance of the contact/call center. |
28.0% |
47.8% |
16.7% |
5.1% |
2.4% |
68.2% |
|
Category Averages: |
23.9% |
40.3% |
22.8% |
9.2% |
3.8% |
51.3% |
Appreciation was the lowest rated category of questions asked in the survey, with an overall Net Score of 51.3%.
In particular, the listening skills of leaders garnered a very low Net Score of 39%. This was facilitated by over one in three respondents choosing “Neither” as their answer.
Interpretation
Being heard is the best indication that your existence matters to the company. Effective listening by managers leads agents to feel more highly valued.
Having opinions heard (and acted upon) provides the opportunity to make a contribution beyond simply servicing the customer. It means having an impact on the enterprise. Clearly managers in many centers need to make a bigger effort to communicate to their employees how much they value and appreciate them. The best way to do so is by listening closely and acknowledging suggestions and insights.
|
Value/Appreciation Impact: |
· Agent Turnover · Employee Development Process |
My Agent Voices blog posts are the result of research on over 5,000 agent surveys conducted in North America. - - Bruce Belfiore