Perceptions of work environment are important factors. The topics that make up this category are often the “buzz” of call center talk, and are easy to bring up with agents in casual conversations.
|
Work Environment |
5. Strongly Agree |
4. Agree |
3. Neither |
2. Disagree |
1. Strongly Disagree |
Net Score |
|
The workload is divided fairly in my department. |
24.3% |
39.2% |
23.6% |
9.0% |
3.9% |
50.5% |
|
We usually have enough people for the workload we handle as a department. |
25.4% |
44.1% |
14.4% |
11.4% |
4.6% |
53.6% |
|
The working atmosphere is usually optimistic and positive. |
22.4% |
42.8% |
14.2% |
15.2% |
5.4% |
44.6% |
|
My office/workspace is conducive to performing my work. |
29.2% |
44.1% |
14.7% |
8.8% |
3.3% |
61.2% |
|
Category Averages: |
25.3% |
42.6% |
16.7% |
11.1% |
4.3% |
52.5% |
This category overall did poorly compared with other categories explored in other Agent Voices posts, raising some notable red flags.
The worst metric of the category, “work atmosphere is usually optimistic and positive”, garnered only 22.4% top box and had a troubling Net Score of 44.6%. Perceptions on division of workload also attracted a low Net Score of just at 50.5%. Understaffing is also seen as an issue.
The most favorable response went to the question on office/workspace; over 73% agreed or strongly agreed that this was conducive to performing their work. The Net Score for this question was a category-topping 61%.
Overall, this category ranked no. 17 of 18 categories, marking it as an important area for improvement for many centers.
Interpretation
The ultimate goal of great leadership is to have a productive workplace that is properly staffed and designed to foster positive morale and productivity. Forecasting work and planning proper staff allocation is essential for a fair division of labor.
The results here indicate that, in many cases, management, including supervisors, can do more to ensure that work is distributed equitably, and to infuse their workplaces with an upbeat atmosphere on a daily basis. Managers need to communicate positive messages continually. For some managers, this comes naturally. Others need to pump themselves up and fill themselves with extra energy before they go around the floor or start a team meeting. Some have a quieter demeanor that, nonetheless, agents find reassuring, positive and inspiring. Managers must find what works for them and what works for their center.
Simple facility management upgrades can make a huge difference. If there is a problem, then consider the comfort of their desk arrangement in terms of ergonomics, reducing fatigue from screen viewing, ensuring proper lighting, filtering air, and noise reduction options.
Ensure that community spaces in the workplace are uplifting and motivational, to foster teamwork.
|
Work Environment Impact: |
· Average Speed of Answer or Time in Queue · Agent Satisfaction · Utilization Percent · Facilities Management Processes |
My Agent Voices blog posts are the result of research on over 5,000 agent surveys conducted in North America. - - Bruce Belfiore