Schools:Call Center Metrics

Customer satisfaction

Measuring customer satisfaction in the call center: Expert advice <<previous|next>> :Customer service complaints -- comparing by industry

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Contact center employee satisfaction

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There are a million metrics to quantify customer satisfaction, but what about employee satisfaction? How do we measure whether our call-center employees clearly understand and accept their roles as well as take pride in the organization and their work?

There are a number of different mechanisms contact centers use to measure employee satisfaction. Unfortunately, turnover is probably the most typical "metric" of employee satisfaction. Beyond that, surveys, focus groups (generally run by outside resources), exit interviews, and suggestion boxes are typical tools used. I would say a "best practice" is to survey your employees routinely (e.g., twice per year) and to do a contact center specific survey, rather than a general corporate survey.

That way you can get at the things that matter most to the center.

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Call center agent

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