Focal-Point

Leading contact centers know that if you want to become more connected to your customers, you must become even more connected to your employees. But to do so, you need to know what they are thinking – all the time. You need a fast, effective, trusted system where employees can provide honest, critical feedback and feel personally connected to the results.

The Focal-Point™ Culture Survey is the answer. It’s an efficient, affordable, on-line survey process that provides the insight you need to understand your employees better and start building your own unique employer of choice culture.

Based on the industry leading Contact Center Employer of Choice® Certification assessment, Focal-Point™ targets the areas that will have the most significant impact on your operation.

It’s much more than comparing your center to an industry benchmark or doing another corporate survey. It’s about asking the right questions at the right time and measuring the things that are truly important. It’s about improving the work environment for your employees. It’s about becoming an employer of choice!

Here’s how it works…

•	Choose your initial set of statements from one of the CCEOC Areas of Influence
•	Add an additional 4 – 5 statements from the CCEOC Best Practices report to create the final version of your Focal-Point™ survey
•	Determine the survey interval – monthly, quarterly, semi-annually
•	The survey is then uploaded with your logo.
•	Use your administrator code for survey start/stop and reporting
•	Select a random sample of employees to complete the survey
•	On-line tracking is provided to determine completion rates
•	Reporting is automatically generated and available on-line

Who should use Focal-Point™?

• Leading centers that want to create a unique employer of choice environment
• New centers that want to build a strong culture of collaboration and participation
• CCEOC certified centers that want to improve their certification scores
• Contact centers that are considering CCEOC certification
• Contact centers that want to attract, retain and engage the best and brightest talent
• Contact centers that want to build a successful, productive operation

Whether you’re embarking on a journey to become an employer of choice, trying to elevate your Contact Center Employer of Choice® certification level or simply developing a better workplace for your employees, Focal-Point™ is an invaluable tool to help you achieve the results you’re looking for.

Find out how easy it is to get started, contact CCEOC Inc.