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Employee Satisfaction and Retention



Areas that we look at include:

Belonging. Do agents understand their role, contribution, and financial impact on the company? What kind of investment is made in developing skills? Are there career paths? Is there an active employee referral program? Are employees involved in extracurricular activities?

Environment. Does the work area look comfortable and clean? Is there a separate area to take a break? Do agents bring in and display personal effects? Are the walls covered with records of past achievements and events?

Turnover. Is the trend up, down, or stable? What feedback is provided in exit interviews? Do ex-employees ever return?

Culture. Is a supervisor’s main focus to help agents? Do employees feel they are treated fairly? Are work rules consistently enforced? Is employee feedback valued? How do employees participate in operational changes?

Recognition. How are recognition programs used? Are contests, prizes and awards used to keep things lively? What kinds of “motivators” are used to reach goals?

Manifestation. Are agents smiling while on the phone to callers? Are they animated, using facial expressions, their hands, and heads for emphasis? Do employees sit up straight and look like they are fully concentrating on their call? Is there a noticeable “hum” in the air?

Empowerment. How are agents empowered to do their jobs?  Are agents given the tools necessary to do their jobs?

Relationships. Do agents have good relationships with their supervisors? Do agents respect the management team? Does the management team respect the agents? Where does an agent go to discuss a work rule issue/problem/conflict? How are work rule conflicts resolved?


Typical outcomes include:

Improve customer satisfaction by improving employee satisfaction.

Reduce turnover by developing a communicative culture; making the work environment pleasant and inviting; and making each employee feel valued.