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to ContactCenterWorld.com

Raj Wadhwani
President

Tuesday, May 22, 2012

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on ContactCenterWorld.com this week:

Global Benchmarking Study of Top Performers

Click on the company name for more details!

Annual Taking the Pulse in the Contact Center World Survey

Who this survey is for
Managers and executives who are involved in running centers. If you are a vendor or consultant this survey is not for you.

Confidentiality and publishing data
All responses are confidential. We will publish a summary of responses early in 2012. Please complete the survey only once.

in the past 12 months (select one answer for each of the following)

a)	Budgets for our center have
	been cut
	stayed the same
	been increased
	Comment

b)	The total number of staff employed at our center has:
	been reduced
	remained static
	increased
	Comment

c)	Regarding the ratio of permanent (including permanent contract) to temporary staff:
	we have not changed this
	we now have more permanent staff than temporary
	we have more temporary staff than permanent
	Comment

d)	The amount of Training given to front line customer facing staff has
	decreased
	stayed the same
	increased
	Comment

e)	Salaries of staff in the center has generally
	been reduced
	stayed the same
	been increased
	Comment

f)	Hours of operation of the center (i.e. availability to customers):
	have been reduced
	stayed the same
	have been increased
	Comment

g)	The number of staff working remotely (at home) has
	decreased (gone down)
	stayed the same
	increased (gone up)
	we don’t employ staff who work remotely
	Comment

h)	Self service options for customers have
	been increased
	stayed the same
	decreased
	Comment

i)	Service levels (i.e. percentage of calls answered within X seconds)
	been altered down i.e. from say 80/20 to 70/20
	stayed the same
	increased i.e. gone from 70/20 to 80/20
	Comment

j)	Our budgets for investment in technology have:
	been increased
	stayed the same
	decreased
	Comment

k)	The following technologies have been deployed in the last 12 months (list the 3 most important if you have implemented more than 3)
	reason:
	reason:
	reason:
	Comment

l)	The primary (main) method to record customer satisfaction with our center is
	online surveys
	IVR after call survey
	mystery shopping
	recording and recording by quality team
	we don’t survey customers right now
	Comment

m)	We measure
	Net promoter scores	Yes	No	Not Sure
	Employee motivation	Yes	No	Not Sure
	Comment

Our contact center is involved or plans to be involved with the following areas/activities

	Using prior to jan 1st 2011	Started using in 2011	Plan to use in 2012	No plan to use	Type of involvement
Video Phones
Web Chat
e-mails
Skype
Twitter
Facebook
Home Workers
Hosted Technology
Analytics (for QA)
SaaS (software as a service)
CRM
VoIP
Outsourcing
Outbound Calling
Inbound Calling

o)	Our center operates as
	A Profit center	A cost center	Not sure

p)	Looking ahead to the next 12 months, our 3 top priorities are (pick 3 only or use the option space below)
	training staff
	improving service
	reducing cost
	employee satisfaction
	deploying more self service solutions
	recruiting more staff
	staff retention
	improving productivity of staff
	certification of the center
	external awards and recognition for the center
	Other (specify)
	Other (specify)
	Other (specify)
	Comment

q)	We are in the following industry sector (tick one)
	Aerospace	Automotive	Banking/Finance/Credit
	Charity/Not For Profit	Comp Hard/Software	Government
	Healthcare/Pharm	Insurance	Manufacturing
	Other/Not In List	Retail	Service Industry
	Travel/Trans/Tourism	Utilities