It may take longer than the annual survey cycle to see the effect of some process changes based on the results of the employee survey. For example, if the employee survey indicated that a new hire training process needed to be implemented or frontline supervisor training required update and deployment, these actions may take longer than a year to complete.

If improvements cannot be made overnight, managers should communicate with both the agents and upper management to let them know the center is moving forward. A subsequent survey score could lag behind, causing management and employees to question the effectiveness of the action plans. Rely on your expertise to defend your plans and respond with patience and tenacity to drive the change forward.