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This article details the results of the most recent QATC quarterly survey on critical quality assurance and training topics. This quarterly survey focused on employee satisfaction surveying.
The largest number of participants are from contact center operations with between 51 and 200 agents. However, the balance is widely dispersed across all ranges. This mix of respondents provides a broad spectrum of contact center industries. Financial, healthcare, insurance, and other have the largest representation, but there are participants from a wide variety of industries.
Respondents were asked if they regularly surveyed their agents for their level of job satisfaction. The majority of participants (79%) responded yes and the other 21% said they did not survey their staff.
For those that responded yes to surveying, they were asked how often they surveyed their staff. The largest percentage (50%) said they do a survey every six months, while another 23% do annual surveys. Another 13% indicated they do surveys on an as-needed basis.
Respondents were asked how they accomplished their employee surveys. Most centers (61%) do as a corporate function, while another third (33%) do call center-specific surveys to focus on their unique issues. Another 6% do not survey their staff.
For those centers that do surveys, most are done as an online survey (76%), with another 12% done as email surveys. Supervisors interview staff in another 9% of the centers.
Respondents were asked if their surveys were anonymous. The overwhelming majority (94%) said yes, while the remaining 6% said no. It is important to guarantee anonymity for the staff so they feel free to respond fully and truthfully without fear of identification and repercussion.
Respondents were asked about the types of areas covered by the employee survey. Common questions for all included feedback about recognition/rewards and the work environment. The next most common results included tools/training, supervisor relationship, career plan, and coaching. The least common responses were for questions about compensation and work schedule.
These responses are common when the employee survey is one that all employees throughout the organization do. However, if a call center does its own surveys, there are many issues that are particularly salient in this environment not experienced in other areas of the company. For example, one huge factor in employee satisfaction in the call center is the work schedule. It is important to get feedback about this issue. It has huge importance to overall job satisfaction and can often be addressed easily by workforce management and schedule adjustments.
Respondents were asked who had access to survey results. The majority of respondents (71%) indicated that the call center management team saw the results, with not as many respondents saying that senior management and supervisors also viewed results. Only about half the respondents shared the results of the surveys with the agents.
The overwhelming majority of respondents (97%) create action plans based on survey results.
However, these action plans are not always shared with the agents. Only 81% responded that they share the action plans, while 19% do not.
Action Plan Created from Survey Results
Action Plan Shared with Employees
One of the measures most closely associated with high customer satisfaction is high employee satisfaction. That makes sense, since happy employees will treat customers better. It’s critical to perform regular employee satisfaction surveys. While many centers do them, they simply rely on the overall corporate employee survey. While these surveys can address many issues and provide an overall picture of how happy your employees are, there are many issues in the contact center that are unique to this work environment. It’s important to design and administer these specialized surveys that can really help management understand what issues are contributing to satisfaction as well as problems that may be causing burnout and turnover.
This edition of The Connection provides an overview of employee satisfaction surveying in the contact center, outlining some of the unique issues that impact satisfaction, performance, and retention.
We hope you will complete the next survey by visiting this link.