As we had told you in our post yesterday, we are here with the telemarketing survey that we conducted among our call center agents. We asked several questions among the BPO agents and here is the result of the integrated survey conducted in 3 of our call centers. The questions we asked in our “Organization” section included ones like “I get all information about the events and affairs of the company which have an effect on my work” and “I clearly understand the company procedures and policies.” Such questions were asked to be answered in “Agree” or “Disagree”. Their answers were arranged in a percentile and published in this graph.

Our aim was similar in the questions asked about the other sections like “Task” and “Training Facilities”. We wanted our call center agents to voice their opinions freely and that is why the telemarketing survey was kept strictly anonymous. We did not have software tracking the responses of our BPO agents. This was more of a self-evaluation so that we can take better strides in the future. We hope to do some quality call center services in the coming months and it was important that we understood where we stand before moving ahead. We are determined to pick the areas where we are weak. For example, we are already planning to have better training facilities for BPO service.