2017 Aspect Agent Experience Survey: Agent Engagement

©2017 Aspect Software, Inc. All rights reserved

Aspect Software, in partnership with Conversion

Research, conducted a national study of 500 Active

Customer Service Representatives aged 18-55 years

old to uncover the attitudes, preferences and behaviors

reps have about their jobs.

2017 ASPECT AGENT

EXPERIENCE SURVEY

©2017 Aspect Software, Inc. All rights reserved1


Agent Engagement:

Customer service agent engagement is

best described as “feeling good about,

satisfied with, and committed to your

job.”


The State of Agent Satisfaction

77%

78%

61%

70%

62%

Total

Male

Female

Higher Engagement

Higher Empowerment

Q: How satisfied would you say you are currently with your job as a customer service representative? (1-5 scale) 4

62%Of customer service agents report being

satisfied in their job

Engaged and empowered agents are

notably more satisfied vs. the average. Takeaway

0% 100%50%


Employment optimism however, is lower than satisfaction with customer

service agents

Q. Do you feel there are opportunities for you to be promoted and/or advance in your career at the customer support center orcustomer service center where you are currently working?

53%

49%

37%

47%

45%

53%

44%

31%

40%

47%

41%

Higher Empowerment

Higher Engagement

GenX/Boomer

Older Millennials

Younger Millennials

1000+ Employees

100-1000 Employees

<100 Employees

Female

Male

Total

5

More than a third of all agents (35%)

don’t plan on staying where they are

currently employed. Takeaway

41%The number of agents who are optimistic about

opportunities for advancement in the contact

center where they work.

Engaged and empowered agents are more

optimistic than the average.

0% 60%40%20%


62%62%

58%

Employee engagement as a whole is on the decline

Engaged customer service agents represent big

productivity and customer loyalty opportunities

for organizations.Takeaway

The Agent Experience survey data clearly

indicates engaged agents are happier and plan

on staying in their jobs longer.

However, a recent study by Aon Hewitt revealed

that employee engagement dipped for the first

time since 2012.

*The 2017 Trends in Global Employee Engagement Report, Aon Hewitt

2012

60%

65%

2013 2014 2015 2016

Global employee engagement*

http://www.aon.com/engagement17/


of agents feel an

environment where

they are respected as

individuals is important

to their engagement.

However…

94%

Respect

feel responsibility and

autonomy is important

to their engagement.

However…

76%

Responsibility

of agents say the ability

to move up in their

organization is

important to their

engagement.

However…

75%

Opportunity


Factors holding back customer service agent engagement

7

of agents say their

current employer

provides such

opportunities

46%

of agents feel their

employer is providing

such an environment.

65%

agents feel like the

contact center they

work in gives them

autonomy or

responsibility.

61%


Q. Please tell us how much you agree or disagree with the following statements about handling more complex customer questions or issues

Engaged agents vs. non-engaged agents

8

Giving complex customer service questions to

engaged agents to handle presents opportunity

for development, creating more personalized

customer experiences.

Takeaway

Improves

skills

Feels like I’m

making an impactMakes work

interesting

84%

Makes me more

satisfied/committedImproves career

opportunities

65%

79%

53%

74%

48%

67%

37%

64%

37%

Engaged agents see more

opportunities for making an impact

and becoming more satisfied and

committed to their jobs when

challenged.

Engaged

Non-engaged

Handling more complex customer issues:


Q. Based on your experience as a customer service representative, using the star ratings, Please let us know how much you agree or disagree with the following statements about goals and contests.

Agents are also more responsive to goals vs. contests

Agents across the board feel goals-

based programs are more impactful

to their overall performance.Takeaway

Help me reach

my goals more

consistently

Help me better

respond to customer

questions/issues

Enable me to

service customers

faster

36% 33% 32%

52%

49% 44%

Goals-based motivation

Contest-based motivation

16pts.There is a sizable difference between agent

preference for goals to help them reach their

objectives vs. contests to do so.


Engaged agents: far more responsive to contests vs. non-engaged agents

Contests set by management help me…

Employee motivation and engagement, not

better contests, are needed to help agents

achieve their goals.Takeaway

Engaged

Non-engaged

reach my goals

more consistentlybetter respond to customer

questions/issues

Service customers

faster

43%

20%

38%

18%

38%

17%


Engaged agents are even more responsive to goals vs. non-engaged agents

Goals set by management help me…

Engaged agents thrive on clear goals. Non-

engaged agents are only slightly more motivated

with goals vs. gamified programs.Takeaway

Engaged

Non-engaged

reach my goals

more consistentlybetter respond to customer

questions/issues

Service customers

faster

63%

24%

59%

22%

52%

24%


Summary

Want to handle more complex customer situations

Are more satisfied and are more committed

Are less likely to leave

Are positive about moving up in the organization

Are more motivated by goals and contests

Engaged agents:


Project overview & objectives

The macro objective of this specific study was to investigate, from a variety of

different perspectives (age, gender, size of customer support center, levels of

engagement) the differing and similar attitudes, preferences and behaviors reps

have regarding contact management software, the hot topic of “intelligent

assistants” and “chatbots”, workplace priorities and perceptions. .

Survey Methodology

As part of an ongoing category insight strategy, Aspect Software, in partnership

with Conversion Research, conducted a national study of 500 Active Customer

Service Representatives aged 18-55 years old.

This study took place in March, 2017

13

Date post:	28-Jan-2018
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2017 Aspect Agent Experience Survey: Agent Engagement

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