Leverage Surveys to Get Agent Feedback

How great is your WFM team? Are they responding to emails with respect? Are they working with frontline supervisors to help meet the business needs in a timely fashion? Are they helping the agents understand how to navigate their WFM platform? If you can’t answer any of these questions with confidence, then I’d suggest you start asking around.

My WFM team heard time and time again “agents are leaving the organization because they don’t like their schedules,” and I’m sure many of you have heard the same thing. We could see the attrition numbers and reason for leaving but we didn’t know what parts of the scheduling process they disliked. So we finally got smart and started asking in a quarterly survey. Here are a few of the questions we asked (on a strongly agree to strongly disagree scale):

  • I am satisfied with the WFM platform
  • I am satisfied with the WFM team
  • I understand the scheduling process
  • I like the variety of schedules available during the bidding process
  • I would like more “fill in the blank” types of schedules
  • I like the communication before, during, and after the bidding process

We took the opportunity to not only gain insight into schedules but also the performance of the WFM team and the acceptance of the WFM platform. Since implementing the survey our scores have consistently gone up and we have a much better understanding of how we need to improve. If you aren’t certain what you need to change or how your team is doing, then I’d suggest a quarterly survey sent to your agents.

Note:  This tip provided by SWPP member Dan Smitley of World Travel Holdings.  He may be reached at dsmitley@wth.com.