As a business metric, ESAT measures the contentment and fulfillment of employees within an organization. It reflects the overall sentiment and happiness of the workforce regarding their job roles, work environment, and the organizational culture. This metric is often assessed through surveys, feedback sessions, and other evaluation methods designed to gauge employees’ perceptions of various aspects of their employment.
Factors contributing to employee satisfaction may include job satisfaction, work-life balance, career development opportunities, compensation, benefits, and the effectiveness of internal communication. In the BPO industry, high ESAT correlates directly to high CSAT performance for client brands. A satisfied and motivated workforce is more likely to be productive, innovative, and committed to serving customers efficiently and effectively.
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