12 Critical Questions for Call Center Agent Engagement


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12 Critical questions make the difference between engaged customer service agents and a turnover statistic in the call center.

At the end of each work day, the most important assets of your organization, its people, walk out the door. It’s never a guarantee that they’ll come back the next day.

So how are you managing the ongoing development of your people? Do you have a strategy you’re following to ensure that they are engaged with their work and meeting their needs from the job that they have?

12 Critical Questions to Call Center Agent Engagement

Based on 25 years of research done by Gallup polls, the book “First Break All of the Rules” shares the following 12 questions that are key in keeping your talented employees.

I’ll go a step further and say that these same questions will give you inside into even the underperforming employees and what you can do to turn around their performance in the organization.

  1. Do I know what is expected of me at work?
  2. Do I have the materials and equipment I need to do my work right?
  3. At work, do I have the opportunity to do what I do best every day?
  4. In the last seven days, have I received recognition or praise for doing good work?
  5. Does my supervisor, or someone at work, seem to care about me as a person?
  6. Is there someone at work who encourages my development?
  7. At work, do my opinions seem to count?
  8. Does the mission/purpose of my company make me feel my job is important?
  9. Are my co-workers committed to doing quality work?
  10. Do I have a best friend at work?
  11. In the last six months, has someone at work talked to me about my progress?
  12. This last year, have I had opportunities at work to learn and grow?

Why are these questions important? Because at the end of the work day, a huge portion of your organization’s assets walk out the door. It’s not guaranteed that it’ll come back the next day.

Active Agent Development in the Call Center

Managing employees means really being active in the day-to-day development of the individual. A server administrator doesn’t just setup a server and leave it there to run without any monitoring.

Tools are created that will monitor it’s work, keep track of various statuses, updates will be made, and other systems in the organization will be carefully created to interact with that server and the data it has to offer.

The same applied to your living, breathing, assets in the organization. In order to get the best and more effective use of what you have, it takes some amount of work and development.

Republished with author's permission from original post.

Flavio Martins
Flavio Martins is the VP of Operations and Customer Support at DigiCert, Inc., a leading provider of enterprise authentication services and high-assurance SSL certificates trusted by thousands of government, education, and Fortune 500 organizations. Flavio is an award-winning customer service blogger, customer service fanatic, and on a mission to show that organizations can use customer experience as a competitive advantage win customer loyalty. Blog: Win the Customer!


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