Businesses are so often focused on satisfying the customer that they chip away agent satisfaction in the process. It’s no secret that customer satisfaction and employee satisfaction are very much connected, but what does this actually mean?
Glassdoor’s 2020 Economic Research report revealed that companies with highly satisfied employees are more likely to have high customer satisfaction scores, a stat that holds especially true in industries with higher levels of customer contact.
Taking the necessary steps to improve your contact center agents’ satisfaction levels within your company will increase their loyalty to the team, leading to more dedicated and successful agents and customers.
Agent satisfaction is the measure of how satisfied or dissatisfied employees in an organization are. Businesses that actively measure employee job satisfaction are able to track employee motivation, productivity, and loyalty to their organization.
So why is agent satisfaction so important to understand, and what does this mean for modern B2C teams?
It’s often said that the customer is king, and rightfully so—prioritizing the needs of your customers is a surefire strategy to increase revenue. Which is exactly why agent satisfaction is important.
Agents that are not satisfied with their employer contribute to high agent absenteeism and turnover, and are unlikely to provide the same quality support to customers that a satisfied agent would.
Businesses that emphasize agent satisfaction by prioritizing the needs of their employees can drive positive improvements in customer satisfaction, while reducing agent turnover and agent absenteeism.
Taking into consideration the correlation between customer satisfaction and contact center agent job satisfaction, you can begin to see why agent satisfaction is important and how it can grow revenue for your business.
There are several ways to measure your team’s happiness in their work, but the easiest method is to use the Employee Satisfaction Index (ESI). This index is determined by assigning a numerical value (1-10) to three simple survey questions:
Once you have the answers to these questions, you can calculate your ESI with the following formula:
The higher the number, the more satisfied your agents are in the workplace.
Surveying employees allows you to understand how your agents really feel about their job, and gives you the opportunity to meet them where they are.
Agent satisfaction isn’t a static metric, and is sure to change over time—it’s important that your organization keeps a consistent pulse on employee engagement and takes active measures to improve upon this engagement, as this will inevitably grow revenue.
Let’s take a look at a few statistics showing the impact of agent satisfaction on revenue, and how highly-satisfied agents can contribute to your business’ profitability:
With the understanding of why agent satisfaction is important and how happier agents result in increased revenue, we next need to look at how your business can measure and improve upon your agent’s satisfaction.
Here we’ve outlined a few of the methods you can use to measure and improve your contact center team’s happiness:
Contacto is cloud contact center software for B2C teams built with agent satisfaction in mind. With Contacto, agent teams are supported by helpful automations, a unified desktop, and an omnichannel experience to exceed consumer needs and create happy customers and agents alike.
If you’re looking to keep up with the demands of the new era of support operations, we’re here to help.
Book a demo with our sales team, and we’ll help you find the right solution for your team’s needs.