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Boosting employee engagement in customer service

Boosting employee engagement in customer service

Employee engagement is crucial for the success of any customer service center. Engaged employees are more motivated, productive, and provide exceptional customer experiences. However, measuring employee engagement and implementing strategies to improve it can be challenging. In this article, we will explore how to measure the employee engagement score, set up surveys, the key questions to ask, and the optimal frequency for conducting surveys.

Measuring employee engagement score

To accurately measure employee engagement, it is essential to use a reliable scoring system. One widely used method is the Employee Net Promoter Score (eNPS), which assesses employees’ likelihood of recommending their workplace to others. Another approach is the Employee Engagement Score (EES), which combines factors like job satisfaction, commitment, and motivation. Both methods provide valuable insights into the overall engagement levels within your customer service center.

Setting up the survey


Ensure the survey is anonymous to encourage honest responses and alleviate any fears of repercussions.

Short and simple

Keep the survey concise and straightforward to avoid overwhelming participants. Focus on the essential aspects of engagement.

Multiple choice and rating questions

Utilize a combination of multiple-choice and rating questions to capture both quantitative and qualitative data.

Open-ended questions

Include a few open-ended questions to encourage employees to express their thoughts, suggestions, and concerns in their own words.

Clear instructions

Provide clear instructions on how to complete the survey and emphasize the importance of honest and thoughtful responses.

Key questions to ask

While each customer service center may have specific engagement areas to address, here are some general questions to include in your survey:

Job satisfaction

On a scale of 1 to 10, how satisfied are you with your current role and responsibilities?

Support and resources

Do you feel adequately supported with the necessary tools, resources, and training to perform your job effectively?

Recognition and appreciation

Do you feel valued and recognized for your contributions within the organization?

Career development

Are there sufficient opportunities for growth and career advancement within the customer service center?

Teamwork and collaboration

Do you feel a sense of teamwork and collaboration among your colleagues and supervisors?

Work-life balance

Do you believe you have a healthy work-life balance in your current role?


Are you satisfied with the communication channels within the customer service center? Do you receive regular updates and feedback from your supervisors?

Frequency of Surveys

Determining the right frequency for conducting employee engagement surveys depends on the size of your customer service center and the pace of change within your organization. However, it is generally recommended to conduct surveys on a regular basis to track progress and identify trends. Quarterly or semi-annual surveys are often sufficient to gather meaningful data without overwhelming employees with frequent surveys.


Measuring and improving employee engagement is an ongoing process that requires commitment and dedication from customer service center leaders. By implementing an effective employee engagement survey, asking relevant questions, and listening to the feedback provided, organizations can gain valuable insights to create a positive work environment and enhance overall performance.

Regularly measuring employee engagement not only helps boost productivity but also contributes to employee satisfaction, customer satisfaction, and the long-term success of the organization.

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