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Agent satisfaction isn’t just a concept it’s a metric, ASAT and it has the potential to reduce turnover, re-engage quiet quitters and boost CSAT. Discover how to track and improve this important KPI.
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The benefits of a great agent satisfaction score are simple to explain. When agents are extremely satisfied in all areas of their work, are they likely to leave? Is quiet quitting a danger? No. Highly satisfied agents are likely to be dedicated employees who take pride in professionalism and a genuine interest in helping customers. Getting to this point requires strategic effort and planning. Here are seven steps to effectively measure agent satisfaction and kick-start the improvement process.
The simplest way to measure agent satisfaction is with a survey and 5-point scale like the one used for CSAT score calculations.
Total number of agents answering satisfied/very satisfied
ASAT = ________________________________________________________________ x 100
Total number of responses
Assigning numerical values (1 = very dissatisfied and 5 = very satisfied) and calculating the mean is also an option. When the goal is increasing the number of agents rating satisfied and very satisfied through the first method is a more accurate measure.
When satisfaction levels are high one or two general questions every month might be enough for monitoring. For contact centres with low satisfaction levels, regular detailed surveys can illustrate not just the scale of the problem, they can help pinpoint pain points and even solutions.
CSAT surveys are often post transaction because the goal is to check how satisfied customers are with service. For agent satisfaction the goal is to find out how satisfied agents are with their job, so consider applying agent satisfaction questions to every area of wellbeing at work:
Some areas may require more in-depth investigation but for the sake of everyone’s sanity, shorter surveys are better! A second questionnaire to explore low-scoring areas is an option.
Although it’s better to know who needs what support and in which areas if there’s a clear problem and no one is talking, try an anonymous survey.
An agent satisfaction score of 50% literally means only half of agents are satisfied. 70-90% can probably be considered a good score and greater than 90 is world-class. But it’s not just about the numbers.
Different agent cohorts often have different professional priorities. It’s worth looking for trends in the data to see if there are any ways in which default development pathways could be adapted.
Agents can not only give reasons for their scores using a comments box they can also offer solutions to pain points.
When looking at the practical elements of the job, pairing agent satisfaction with agent effort scores can help highlight process and technology pain points.
While work-life balance is important and it’s something workforce management helps promote, contact centres can do more to help agents achieve professional balance:
Achieving this kind of balance not only contributes to agent satisfaction and engagement levels it also reduces the risk of chronic stress and burnout.
Pretty much everything an agent does has a defined process or series of related tasks. When they aren’t regularly updated pain points can creep in and make even the best day drag. Here’s a checklist of process problems to watch out for:
If agents can move from interaction to interaction more smoothly engagement is maintained, and confidence and satisfaction can increase.
Technology can automate cumbersome workflows and support decision-making with AI-generated next-step suggestions. It should decrease agent effort and improve agent experience but all too often it’s a source of frustration, here are some of the leading causes:
Ageing systems can be slow, experience more downtime, require manual updating and are more likely to silo information minimising agent visibility. This operational drag necessitates a greater degree of agent effort to navigate and resolve issues promptly, decreasing the satisfaction.
Disparate systems that don’t communicate create a disjointed workflow. Agents need to switch screens, navigate multiple platforms and often input the same data several times. This impacts agent effort and query continuity and personalisation for customers.
If agents aren’t adequately trained, every aspect of handling a customer interaction will involve extra effort, severely impacting performance, customer satisfaction and agent satisfaction.
Automation reduces the burden of repetitive tasks, enabling agent to focus on more complex and rewarding aspects of their role. It can also boost accuracy, eliminating some sources of agent error (and stress) from workflows.
Complex or confusing user interfaces demand more attention and effort from agents. Improving the design to be more intuitive and user-friendly reduces cognitive load, preserving attention and focus for problem-solving and client-focused activities which contribute much more to overall satisfaction.
Satisfaction is not passive it comes from being good at what you do, making a difference and to a greater or lesser extent recognition of those efforts. However, agents can quickly move through the stages of motivation and engagement:
This is why the drive for satisfaction is always ongoing and why, in tandem, employee recognition programs work so well, by providing positive reinforcement.
Contact Centre as a Service (CCaaS) solutions offer many of the features needed to support agent satisfaction. Automation can help streamline workflows, simplify processes and AI next-step suggestions for agents, ensuring smoother, more satisfying working processes focused on customer care. CCaaS solutions also have a range of supervisor and data analytics functions to drive personalised development plans for agents which play to their strengths and highlight the areas where additional support is important.
Would you like to find out more about using technology to supervise agents?
David has been a leading member of Odigo’s team in the UK and Ireland since 2021. With over 20 years of experience, David has excelled in various service management and operational roles for leading contact centre software providers. The…
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