Employee Engagement Means Higher Performance and Lower Turnover
The Agent Engagement Survey for Supervisors
Find out what your agents really think
As a supervisor, you want to know how your reps feel about the support you are giving them. Trouble is, that when you ask them they don't often tell you what they really think. You suspect that some of your reps need something more from you, or something different, but if you don't know what those things are, you can't take the action that you need to.
The Agent Engagement Survey was created by supervisors to solve this problem. Each of the 10 questions on the survey is designed to uncover what supervisors want to know. See example.
6 Advantages of the Agent Engagement Survey
1. High completion rate by the agents.
The higher the number of respondents, the more accurate the results. Since this survey is conducted by a third party and completed on line, reps trust that their responses will remain confidential.
2. Supervisors trust the results.
Unlike other employee satisfaction surveys conducted by the company that are more general in scope, this survey focuses on supervisor. That is why supervisors love it.
3. The Initial Discovery Survey provides the baseline.
The initial survey provides a real time snapshot of the supervisors' current situation. After each supervisor reviews their individual reports, they chart a plan for improvement based on what they learn from this survey.
4. Follow-up surveys measure supervisors' progress.
Once the baseline is established with the initial survey, subsequent surveys help supervisors gauge their progress.
5.Supervisors can compare their results with the scores peers in other cal centers.
Teams of supervisors can benchmark their survey results against teams in other contact centers and call centers.
6. Affordable and flexible.
Unlike other surveys that charge huge set up fees and can cost several thousand dollars to customize, this one is reasonably priced and easily customized to fit any situation. Price Sheet
Turnover Prevention Project Uses the Agent Engagement Survey
Alliance Data, one of the largest business process outsourcers in the US, is conducting an innovative training process for supervisors that focuses on improving the level of job satisfaction and engagement of their CSRs.The Make a Difference Supervisor Development program utilizes the fable book, The Napkin, the Melon & the Monkey, as the tool for the company's 21 supervisors to use to create a stronger bond with their reps and improve key metrics.
The Agent Engagement Survey was conducted prior to the start of the project to provide an objective measure of the quality of support the reps were receiving from their supervisors. The same Survey will be conducted quarterly to measure the effectiveness of the efforts of each supervisor in raising engagement levels.
The supervisors received their training in December 2007. Within a short time call center morale improved and controllable attrition began to decline. Besides a significant drop in turnover, the company expects to see an improvement in quarterly Employee Engagement Surveys, fewer attendance problems, and better call quality scores. For more information about the project and an update on results throughout 2008, contact Barbara.
Learn more about the Turnover Prevention Project
