Employee Engagement Index (EEI)
Insight Now have developed an Employee Engagement Index (EEI) in conjunction with our research partners callcentres.net, designed specifically for the contact centre industry.
The index enables our clients to develop a series of KPIs that can be used to track the engagement of advisors and team leaders on a monthly or quarterly basis. The premise of this index is the link between engaged employees and improved customer experience and operational efficiency.
We track and use this information to:
- Quantify the tangible links between the levels advisor and team leader engagement and customer experience (as measured by Survey 360).
- Identify changes to the management regime within the contact centre to enhance engagement.
- Provide ongoing external benchmark assessments to drive best practice across throughout the contact centre industry by:
- Region
- Market verticals
- Sales or service oriented centres
- Captive or outsource oriented centres
Components of Index
The index is broken down into the following segments:
- Employee attitude towards their customers.
- Employee attitude towards their company.
- Employee attitude towards the products or services they are providing. (allows for market verticals to benchmarked as clumps).
- Employee attitude towards their immediate management, motivation, recognition and control structures.
- Employee attitude towards their role, contribution and development. (about fulfilment and development).
- Employee loyalty to their contact centre.
Each employee receives an Engagement Index score which is a measure of their overall engagement with their job and role and also a Loyalty Index score which is a measure of their effort, commitment, advocacy and willingness to remain with their existing centre. These Indexes are correlated with individual performance scores for agents as well as aggregated at the contact centre level. The benchmark uses circa 20 questions that are stable over-time and can be completed on line, with feedback used in monthly or quarterly reviews.
Quite simply, the EEI amplifies the “voice of the employee” and provides a continuous feedback loop by giving this voice a structure and resonance at board level. By measuring agent engagement with performance - as assessed by the customer, supervisors and the agent themselves, the EEI process is a ‘first’ in the marketplace.