The Age of Agent Engagement - New Insights [Infographic]

The What: The second phase of our customer service agent experience provides interesting insights into what makes customer service agents engaged and what impact they can make on the customer experience. Here are some of the top findings:

  • Less than two-thirds of customer agents said that they are generally satisfied in their customer service roles.
  • However, more than a third (35%) don’t plan on staying where they are currently employed.
  • This less-than-stellar report card could be due to the fact that only 41% of reps feel that there are opportunities to grow where they work.
  • Compare these numbers with those of customer service reps who feel engaged in their jobs:
  • 78% of engaged customer service agents say they are satisfied with their work, a full 16 points higher than the average.
  • 76% of them also plan on staying in their current positions, 9 points higher than the average.

Factors:  So what are the factors holding back the non-engaged customer service representatives in the Aspect report

  • Stagnation: In the survey, just 46% of agents felt the company where they worked provided opportunities for them to move up in the organization.
  • Compensation: Just little more than half (58%) felt they are being paid a competitive rate.
  • Frustration: about 40% of agents feel like the contact centre they work in doesn’t give them autonomy or responsibility.

So what do agents say can improve their ability to provide better customer service?

employee experience graph

The So What:  Why does agent engagement matter? According to the Aon Hewitt research, a five-point increase in employee engagement is linked to a three-point increase in revenue growth in the subsequent year. When engagement levels drop, so does a turnover, customer satisfaction, and ultimately financial performance.

The primary theme coming out of the Aspect Agent Experience findings is that agents want to have a friendly work environment where they are respected and feel like they are part of a team. A secondary theme, around work/life balance can be seen in the highly ranked factors of having the ability to balance work/life and having a flexible work schedule.

Survey infographic