Improve Call Centre Performance

A tool to increase employee satisfaction and overcome drivers of dissatisfaction.

Pit your centre against the 2006 industry employee satisfaction benchmark and find out what makes your employees tick.

This benchmarking study has been conducted by Kelly Services and callcentres.net since October 2003. This will is the forth time in which the study has been conducted.  The 2006 benchmark has a robust sample size in excess of 1,000 contact centre agents and team leaders/supervisors.

Contact centres of both government and private organizations have participated and the size of these call centre have ranged between 20 to 400 seats.  Some examples of industries covered: include: Finance, IT, Outsourcers, Not for profit, Travel, Government, Banking and Media.

How does it work?
A survey link is sent to you to distribute to your participating agents.  Each respondent does not have to supply their name.  All responses are annonymous to allow for more accurate results and comments regarding satisfaction/importance levels.

The survey should only take up to 20 minutes of each individual's time to complete.  callcentres.net will take your survey results and develop a customised report measuring your centre's satisfaction levels against the 2006 employee satisfaction benchmark. 

How is this tool different to other employee satisfaction surveys?
This benchmark is specific to the call centre industry.  Questions asked determine the degree of satisfaction amongst call centre agents and are call centre specific (ie: issues and areas covered will be directly related to them). In addition, your company will be compared and benchmarked against other call centres specifically to determine how your call centre is performing amongst others across Australia.

Overall, this diagnostic tool pinpoints which areas of dissatisfaction are most critical to address in priority order, thus enabling you to invest your time, money and effort in the right places to achieve faster results. 

You can also measure year on year to see where satisfaction and commitment levels have moved to continuously improve.  It is a great internal/external marketing tool to demonstrate organisational commitment to being an employer of choice.

How much does it cost?
The cost to measure your centre(s) will vary between $1,500 to $3,000+ depending on contact centre seat size and number of locations you want to measure.  You will receive a customised detailed report that measures your centre against the 2006 employee satisfaction benchmark industry results.

A Kelly Representative will distribute the report to you within 2-3 weeks post survey completion. 

Follow this link to register your interest