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MetricNet’s benchmarking database shows that the average Agent Satisfaction for service desks worldwide is about 77%. That is, 77% of service desk agents are either satisfied or very satisfied with their jobs. This number varies from a low of 44%, to a high of 97%.
Agent Job Satisfaction is usually measured through annual or semi-annual satisfaction surveys. These surveys typically contain ten or fewer questions, and can be automated using simple online tools such as Survey Monkey. MetricNet recommends a five point scale, where a score of 5 represents Very Satisfied, and a score of 1 represents Very Dissatisfied. Given the impact of training, coaching, and career pathing on Agent Satisfaction, the survey should include a question about each of these. Please see the image below for an example. Click the image to download as a PDF.
Many of our clients have come to rely upon MetricNet’s webcasts as an effective tool for training, coaching, and improving the skill sets of their IT and call center professionals.
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