Pulse

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 2013. 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

n)Our contact center is involved or plans to be involved with the following areas/activities
Using prior to jan 1st 2012Started using in 2012Plan to use in 2013No plan to useType 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

r)Our center size is:
under 25 agents 26-50 51-100 101-500 501-1000 1001 or more

s) Our center is located in (select from drop down list)

After completion of this survey, you will be directed to the Home Page.

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