Santa Barbara, CA (PRWEB) August 07, 2013
Agent Voices is BenchmarkPortal’s first-ever in-depth investigation into agent satisfaction. Based on over 5,000 surveys, this ground-breaking study covers 18 topic categories with a total of 76 questions. Readers will gain valuable insights that will help them be better managers, and will also provide a basis for comparing their agent morale to industry averages.
The report includes intriguing cross-tabular analyses, such as full-time vs. part-time employees, overall satisfaction broken down by commuting distance and at-home agents, size of center and geographical location. It also includes a sampling of open-ended responses from the participants, providing context and depth to the statistical results, and indicating what agents really feel about their colleagues and employers.
The report includes expert interpretation from BenchmarkPortal specialists that will provide “take-aways” that managers can implement to improve the morale and the performance of their center.
● Overall Satisfaction
● Quality Processes
● Leadership and Trust
● Customer Focus
● Work Schedule
● Voice of Customer
● Work Environment
● Direct Supervisor/Manager Style
● Training and Promotions
● Resources and Technology
● Expectations and Compensation
● Innovation and Involvement
The full report can be purchased here: http://www.benchmarkportal.com/store/call-center-industry-reports-22-kpi/agent-voices-research-report
BenchmarkPortal’s founders pioneered the first contact center benchmarking study in 1995. Now, custodian of the largest database of contact center metrics in the world, BenchmarkPortal is a leader in certification, training, consulting and research for the customer contact industry. Its team of professionals has gained international recognition for expertise and innovation in best practices. BenchmarkPortal’s mission is to help management optimize the performance of their center in terms of both cost and quality, encourage customer loyalty and build enterprise value. For more information on BenchmarkPortal, call 1-800-214-8929 or visit http://www.BenchmarkPortal.com.