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This is a printed copy of current questions for the ContactCenterWorld.com Top Ranking Performers Awards. Note this copy does not include any routing based on answers. It is a copy of all questions and if you complete this off line, please log back into ContactCenterWorld.com to enter the information.
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Best Contact Center Support Professional - IT - Award Entry Form

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1.) What type of industry would describe your operation best? (Select only one.)
 


2.) What are the functions of the contact center? (tick all that apply)


3.) What kind of contacts does your center handle? (tick all that apply)


4.) How many years' experience do you have as an IT support professional?
 


5.) How long have you worked at your current contact center?
 


6.) What is the specific job title and your key roles/responsibilities?
 





7.) What level would you consider your current role at?


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





9.) 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
 





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





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





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





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





14.) What additional information are you able to provide that shows why you should be considered as the best in the region for this award
 





15.) If you qualify for the regional award finals and are asked to present your skills, knowledge and experience in 15 minutes or less, to a panel for judging purposes, what would you present and why?
 




Global Benchmarking Study Questions

These are optional questions that you can provide as part of our global benchmarking study. By contributing to these you will have access to a comprehensive industry report online at the end of the awards year. All data is confidential and if you participate in this survey your data will be included but no data will be attributed to you so no one accessing the results can track it back to you or your company. We encourage everyone to participate.



1.)How did you come to apply for your current position?
 


2.)What methods were used when you were recruited? (check as many as apply)
 


3.)How many days initial training did you receive at your current contact center?
 


4.)Per year, how many days of on-going training do you receive?
 


5.)Are you actively involved in training staff?


6.)If Yes to above, what percentage of your annual work time is devoted to training others?
 
%


7.)Of the following technologies, please indicate which ones your company uses
 Used in PastUse Today
ACD
Call routing
Disaster Recovery
Click to Call
Data Analysis
CTI
e-Learning
IP telephony
Help desk software
Knowledge management
Predictive dialer
On hold service
Remote agent
Scripting software
Speech verification
Workforce management
 


8.)Compared to other centers, how would you rate your center's technology?


9.)What, in your opinion, has been the most beneficial technological advancement in the past:
3 years
 
12 months
 


10.)What technological advancement do you most look forward to implementing and why?
 





11.)What information do your agents have access to? (Please check all that apply)
 


12.)For certain transaction types, do you force your customers to use your IVR/speech recognition system? (if applicable)


13.)Is the company you work for primarily a:
 


14.)What methods do you use to collect customer feedback on a customer's experience with your center? (Please check all that apply)
 


15.)Of the above, which do you feel is:
MOST effective
 
LEAST effective
 


16.)What is the average cost per call handled by your IVR system (if applicable)? Please note local currency.
 


17.)Does your Center have a disaster recovery plan?


18.)What platform(s) are used by the computers in your Center? (check all that apply)
 
 


19.)What percentage of your Center's software would you estimate is developed in-house?
 
%


20.)Where is your Center's server?


21.)Approximately how many hardware/software breakdowns require you or your team's attention per day?
 


22.)How many computers/terminals are there at your Center?
 


23.)What is the primary cause of hardware/software breakdowns or malfunctions? (Please check one)
 


24.)What percentage of your Center's IT needs can be serviced in-house?
 
%