Voice of the Agent — Engagement Survey Tool for Supervisors

Flexible – Actionable – Affordable

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, when you ask them what you can do to help them be even more successful they are reluctant to tell you what they think, let alone give you specifics.

The Voice of 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.

Six Advantages of the our Voice 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 anonymous.

2. Supervisors trust the results.
Unlike employee satisfaction surveys conducted by the company that are more general in scope, this survey focuses on areas that are under the control of the supervisor. That is why supervisors consider the information they receive from the survey as extremely useful — and actionable.

3. The Initial Discovery Survey provides the baseline.
The initial survey provides a real time snapshot of the supervisors’ current situation. After the supervisor reviews their individual report, they identify their “3 x 3s” — 3 things they do that their reps appreciate and they plan to continue to do and 3 things their reps mentioned could use improvement. These 3 x 3s become the goals for each supervisor.

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 benchmark their results with their peers.
Teams of supervisors can benchmark their survey results against teams who work in other contact centers and call centers that have taken the same survey.

6. Affordable and flexible.
Unlike other surveys that charge huge set up fees and can cost several thousands of dollars to customize, this survey option is reasonably priced and easily customized to fit any size call center.

Voice of the Agent Survey Deliverables: Simple, fast and easy.

  • Initial planning teleconference with Management.
  • Tele-Seminar and discussion with supervisors to review the goals of the on-line survey, tips for getting a high percentage of responses, survey logistics, reporting, etc.
  • Survey launch. Employees receive a link to the on-line survey is provided along with instructions.
    The survey takes an average of 10 minutes.
  • Manager receives a Summary Report for the call center (all supervisor reports combined).
  • Supervisors receives their Summary Report along with instructions for interpreting the results, directions for completing the 3 x 3 goal worksheet.
  • Manager receives the Summary Reports for individual supervisors.
  • Voice of the Agent conference call to review results and discuss action items.

Voice of the Agent Survey Pricing: Affordable, flexible, actionable

Initial baseline survey. (Deliverables as described)

  • 10 to 100 agents……………………………………… $ 2500.
  • 101 to 250 agents …………………………………….$ 3500.
  • 251 to 500 agents……………………………………..$ 5500.

Subsequent surveys and related support:

  • 10 to 100 agents……………………………………… $ 1200.
  • 101 to 250 agents …………………………………….$ 1600.
  • 251 to 500 agents……………………………………..$ 2500.

FREE Manager’s Voice of the Supervisor Survey
If a team of supervisors is utilizing the survey, the contact center manager has the option to participate as well. The manager can ask the supervisors to complete a similar survey for them — at no additional cost..

For more information about using The Voice of the Agent Engagement Survey in your center contact Barbara.