Call Centre Press release - Polish call centre agents
NEW CALL CENTRE AGENT SATISFACTION SURVEY & FREE BENCHMARKING SERVICE LAUNCHED.
BRISTOL, December 2006
Square Systems Ltd have launched an agent satisfaction survey developed specifically for the UK contact centre industry. Organisations signing up to the survey will have access to a free benchmarking service to anonymously compare their agents' feedback with that of other contact centres.
Aspects of staff satisfaction are linked to lower turnover, increased staff retention, and customer retention. These factors are in turn linked to increased productivity and reduced costs. Agents / customer service representatives are a critical part of the call centre business. By finding out how agents experience their employment situation, call centre managers can begin to address issues that may not take much to put right, but that may make all the difference to retaining staff.
The aim of the agent satisfaction survey is to identify what actions can be taken to increase staff involvement, commitment and loyalty, and to make better use of employees’ collective knowledge of the company and the needs of customers and suppliers. It can also help to spot internal or external trends which affect the company and predict likely future problem areas. Conducting the survey in itself signals that management are interested and engaged with issues affecting the employment relationship, and this can act as a catalyst for change.
The Square Systems survey has been developed with the needs and context of the UK call centre industry in mind, with questions specifically designed to cover all key issues in the employment relationship. Questions include enough detail for meaningful action to be taken as a result of the survey, and the survey invites open comments.
The service runs on established survey platform Opinion-8, which has already been used for multi-lingual pan-European employee surveys. Agents can complete the survey anonymously from any PC with an internet connection. Results are immediately available online, and reporting tools allow easy interpretation of the data. There are no further costs of questionnaire production, distribution or collection.
Organisations taking part in the survey will also have the option to take part in a free benchmarking service. This will again be anonymous, but companies will be able to see how they stand on employment issues in relation to other call centre employers. This will help highlight areas that may need attention in order to retain and motivate front line staff .
Paul Murphy, Managing Director of Square Systems, states: “This is an effective, neutral tool for surveying employees, whilst also an affordable and simple solution. With an on-line survey it is easier for employees to feel that their anonymity will be guaranteed. This encourages openness and honesty. By effectively gaining feedback from employees regarding different aspects of their employment situation, the Opinion-8 agent satisfaction survey gives companies the opportunity to make tangible improvements for staff and thereby increase loyalty and retention rates. “
About Opinion-8 and Square Systems
Opinion-8 is an established automated survey platform, used by a number of large well-known companies. For more information and a free demonstration visit www.opinion-8.com
Square Systems is a UK-based developer of integrated software solutions for contact centres. Square Systems specialises in leveraging open source technology for application in contact centres. Applications include automated customer satisfaction monitoring, interactive voice response systems. 'voice over IP' and computer telephony integration. Please visit www.squaresystems.co.uk
For further information, please contact:
Ingrid Christophersen
Business Manager
Square Systems Ltd
Tel: 0845 2573805 Fax: 0870 777 8688
Email: ingridc@squaresystems.co.uk
33 Oakfield Rd., Clifton, Bristol BS8 2AT
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