SURVEY 1 ( CONTINUED FROM PAGE 15 )
SOURCE : MARK PEREIRA
... START BY CONDUCTING A STUDY TO IDENTIFY THE CURRENT LEVEL OF ENGAGEMENT AND GET AN IDEA OF HOW AGENTS FEEL .
GAUGING ENGAGEMENT
If you feel you have an engagement issue or want to improve engagement in your center , start by conducting a study to identify the current level of engagement and get an idea of how agents feel .
I used the process to gauge engagement , utilizing MS Forms for data collection and MS Excel for organizing and visualizing the data .
I first started with a survey sent via email to the call center team ; I didn ' t collect the agent ' s name or other factors that would help me recognize the individual completing the survey ( SEE SURVEY 1 ).
Next , I conducted in-person ( or oneto-one virtual for remote agents ) interviews . I would recommend someone other than a member of your leadership team . This avoids pre-empting the interviewee and reduces any bias the leader could have or develop for the interviewee .
Further , it ' s impossible to interview every agent available on the floor or remotely , so random sampling is used . For example , a good sample of 50 agents would be between 15 and 20 , but the more , the merrier . Here are the questions I asked in the interviews ( SEE SUR- VEY 2 ).
After the interviews , the observation section came next . Again , I used a random sampling of agents who were present in the office and remotely , asked the following questions , and gauged them on their responses ( SEE SURVEY 3 ).
SURVEY 2
SOURCE : MARK PEREIRA 16 CONTACT CENTER PIPELINE