Award Categories

Describe the overall strategy behind the contact center, its functions, and how it contributes to the overall success of your organization.

How many agents/representatives are you responsible for?

What would you consider to be a realistic turnover rate?

Please describe your training and development plans for your contact center staff.

If you measure employee satisfaction or morale, how often and what methods do you use and what are the results?

Describe the overall strategy behind the contact center, its functions, and how it contributes to the overall success of your organization.

How many agents/representatives are you responsible for?

What would you consider to be a realistic turnover rate?

Please describe your training and development plans for your contact center staff.

If you measure employee satisfaction or morale, how often and what methods do you use and what are the results?

What are you selling?

What differentiates you from other sales agents in your center?

What achievements have you accomplished in the last year for your center in terms of sales? (specify results versus targets)

How many agents/representatives do you personally manage?

What skills/attributes do you believe a successful supervisor requires?

What achievements have you accomplished in the last year for your center?

Describe how you monitor and enhance agent quality?

How often do you meet with your team?

What skills, knowledge etc do you have that makes you successful in HR?

How would you rate the competition with other centers in your local labour market for staff?

What lessons have you learnt in your role as they relate to supporting the contact center with HR services? Illustrate with some examples where relevant

Give a very specific example of a particular HR challenge that the contact center faced and illustrate how you overcame the challenge

What contributions have you made to the success of the contact center?

What skills, knowledge etc do you have that makes you successful in IT?

What lessons have you learnt in your role as they relate to supporting the contact center with technology solutions? Illustrate with some examples where relevant

How do you define success in your role and illustrate your answer with examples of how this is measured and your own performance

What contributions have you made to the success of the contact center?

Give a very specific example of a particular technology challenge that the contact center faced and illustrate how you overcame the challenge

What skills, knowledge etc do you have that makes you successful in workforce planning?

Give a very specific example of a particular scheduling challenge and illustrate how you overcame the challenge

What lessons have you learnt in your role as they relate to staff and service levels? Illustrate with some examples where relevant

What contributions have you made to the success of the contact center?

What is the most important part of your role? explain so we can understand the reasons behind your response

Tell us about a specific time when you had to adjust to accommodate different learning styles or behaviour patterns in order to achieve your training objectives on time.

What skills/attributes do you believe a successful contact center trainer requires?

How do you motivate delegates to follow your instruction?

How do you measure the success of a training program?

Please describe how you develop a training program for a new team of agents.

How do you ensure that the quality standards you set are in line with customer expectations?

What tools and techniques do you use to monitor quality?

How often do you calibrate (recheck) your quality process and what do you check?

How do you pass feedback to the staff you are assessing?

How long has your company been involved with the community?

What percentage of employees are involved?

How much time is dedicated to community involvement each month per person?

How do you choose which projects/organizations to support?

How do you measure the success of your community spirit?

What was the total annual call volume handled by your center last year?

Does the contact center have its own mission statement, and if so what is it?

What method(s) do you use to collect customer feedback on a customers experience with your center?

What kind of features does your center have to make the workplace more comfortable?

Do you call back abandoned calls?

Describe the strategy behind the design

When was the center established and the design completed?

What are the key features of the center that you believe make it appealing to staff?

What other features have you built in for the staff?

How do participants of the program interface with the contact center?

How do you measure the loyalty of customers in the program and the overall effectiveness of the program?

What results can you share to demonstrate the success of the program?

What challenges did you have to overcome to make the program successful?

Give a campaign overview of the direct response campaign

When did the campaign take place?

What modifications would you make if you repeated the program again and why would you make these modifications?

How much did the campaign cost?

What were the results?

What was the total annual call volume handled by your center last year?

Does the contact center have its own mission statement, and if so what is it?

What method(s) do you use to collect customer feedback on a customers experience with your center?

What kind of features does your center have to make the workplace more comfortable?

Do you call back abandoned calls?

Describe your home agent program in detail

When did you set up your home agent program and how many employees does it cover?

How do you recruit for home agents?

How do you ensure home agents are adhering to quality and company standards?

What languages does your center support?

Describe the overall strategy behind the contact center, its functions and how it contributes to the overall success of your organization.

How do you ensure consistent and high customer service within your contact center?

What is the frequency with which you measure customer satisfaction?

Do your agents/representatives receive any individual performance bonuses?

Why was the scheme implemented?

What was the scheme?

What were the results?

What modifications would you make if you repeated the program again and why would you make these modifications?

What was the net return on investment?

What were your initial goals with the outbound activity?

What made the outbound activity unique?

Describe an instance when you had to adjust the outbound campaign quickly in order to create a solution to an unexpected problem.

On the campaign you submitted for the awards, what is the cost per call?

Do you measure customer satisfaction?

Describe in detail performance targets and what has been achieved in terms of results

If you share common platforms such as software, share premises, performance plans etc please describe them here, if you do not, why not?

What would you say are the top 5 strengths of the relationship and why?

Do you have a contingency plan should the Outsourcing service fail temporarily or permanently?

What methods do you use to collect customer feedback on customer experience?

How were your jobs advertised?

On average, how many applications did you receive per your position available?

Please describe in detail the objectives of the recruitment campaign

Describe the actual campaign in as much detail as possible

What were the results of the recruitment campaign?

What was the return on investment and over what time frame?

What percentage of sales ‘stuck’ ie completed successfully?

Describe all the measures you monitored, the targets and final results

How do you measure customer satisfaction with the campaign?

What research sources did you consult in developing your solution?

What lessons did you learn in developing your solution that will assist you in the future?

What measurable goals or targets were your solutions intended to achieve?

Tell us about a unique problem that you solved using technology in a way that was considered unusual or risky.

What evidence can you provide to show that the solution has enhanced service and business performance? If you have documented evidence please upload it

Please describe what self-service solution was introduced and when

Why was the solution deployed? Be specific

What challenges did you have to overcome?

How does the self-service solution benefit customers?

How do you report on the program to the executive team? Give examples

How do you measure the effectiveness of the program?

How would you justify the program – financially and from a brand perspective

Share results on the program and compare against the objectives

What awards or recognition have you received as a result of these initiatives?

What other benefits does the green program have on the company, its employees and the environment? Describe benefits for each