(Survey) People Engagement in the Contact Centre 2021

a young female call centre worker takes a call.

Complete our survey today and receive a free Results eBook showing the views of UK Contact Centre Directors/ Managers and Agents/ Advisers about the current state of people engagement in the new world of work.

The survey is operated by the South West Contact Centre Forum (SWCCF) and Call North West (CNW) and supported by Sensée.

To participate, click on the appropriate link below and answer around 25 short questions on your current experiences. Please answer all questions. The questionnaire will take around 4 minutes to complete. All responses will be handled confidentially and aggregated for analysis purposes.

Agent/Adviser questionnaire

Director/Manager questionnaire

If 20 or more employees from your organisation complete the Contact Centre Agent/ Adviser questionnaire, we will send you a bespoke report detailing aggregated results from their feedback. This report can then be used to compare and contrast against our total survey findings.

Areas Covered

• How has a year of lockdown affected manager/ employee relationships?
• How engaged are employees?
• How has lockdown affected perceptions of peoples’ roles – and career prospects?
• How are organisations ensuring that they support the Mental Health & Well Being of employees?
• How do management and employee perceptions differ?

Free Prize Draw

At the end of the questionnaire you will be asked to provide your email address.

By doing so, you will be entered into a free prize draw – with 10 winners each receiving £50 of vouchers for a leading high street brand. The SWCCF/CNW will notify all winners by email.

If you have any questions in relation to this survey, please email: info@swcontactcentreforum.com

The survey will close March 12th 2021 and findings will be published in an SWCCF/CNW eBook shortly afterwards.

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