Study reveals critical link between agent satisfaction and customer experience

ATLANTA, UNITED STATES — A comprehensive study conducted by Intradiem and Metrigy unveiled crucial insights into the relationship between contact center agent satisfaction and customer experience. 

The research emphasized the importance of optimizing contact center operations to enhance both customer satisfaction (CSAT) and agent engagement, ultimately driving superior business outcomes.

Agent tenure: A cornerstone of customer satisfaction

The study revealed that an overwhelming 97% of contact center leaders recognize the direct impact of agent tenure on customer satisfaction. 

Notably, 46% of these leaders report that agents with longer tenures deliver higher CSAT scores. This finding underscores the critical role of agent engagement in improving customer experiences.

Jennifer Lee, President and Co-CEO of Intradiem, commented on the findings: “This research validates the critical role that agent engagement plays in boosting customer satisfaction. Businesses that invest in solutions to create more efficient and rewarding environments for their agents will deliver better customer experiences and better service.”

Optimizing idle time: A missed opportunity

Despite its importance, only 54% of companies currently measure agent idle time. The study found that 22% of agents experience over 60 minutes of idle time per 8-hour shift, with 47% of idle time measured in just a few minutes. 

Shrinkage management and training: Balancing act for efficiency

The research sheds light on shrinkage management, with companies allocating 26% of agent time for this purpose—a figure expected to rise as contact center roles become more complex. 

Agents typically spend 30-60 minutes weekly on development activities. By optimizing training time, organizations can significantly reduce shrinkage and ensure agents are well-prepared for customer interactions.

The future of contact centers: Embracing automation

The study’s findings highlight the need for businesses to invest in their contact center agents to improve customer satisfaction. 

By focusing on agent engagement, optimizing idle time, and leveraging automation technologies, companies can create a more efficient and rewarding environment for their agents. This will ultimately lead to better customer experiences and improved business performance.