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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.
More details at www.ContactCenterWorld.com/worldawards

Best Contact Center Supervisor - Award Entry Form

KEY / LEGEND

Upload Feature!
On many questions we allow entrants to upload additional supporting items such as documents, photos etc.

IMPORTANT - No items uploaded should contain your company name (even in the file name!) or any logos or references to brands that could identify your company or any personal names to judges - this is to protect the integrity of the awards process as judges should not base any decisions on who you are but just on the quality of the information provided.
Acceptable file types: Mp3, Mp4, PDF, JPG, Word, Excel, PowerPoint. Other file types are NOT supported.

shows questions that are for back ground information to help judges - it is not a scored / judged question

shows questions that judges will rate and score.

shows questions that ONLY ContactCenterWorld.com staff see - no judges see this data so we may ask for you add in names etc here and that is kept away from any judges





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


2.) What are the main 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 agents/representatives do you personally manage?
 
Full Time
 
Part Time
 
Total FTE


5.) What is the specific job title and what are your key roles/responsibilities?
 





6.) How many years have you been a supervisor?


7.) How many of those years have you been in a contact center?


8.) Who do you report to? (ie. Contact center manager?)
 





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





10.) How would you describe your leadership style?
 





11.) What is the percentage of time you spend coaching / auditing your team?
 


12.) How often do you meet with your team?
 


13.) What are your top 3 objectives for your team? (select ONLY 3)
 


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





15.) Which of the following methods do you use to monitor your team? (Select all that apply)
 


16.) Describe how you enhance agent quality?
 





17.) What methods do you use to motivate your agents? (Select all that apply)
 


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





19.) 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.)In your opinion, what are the 3 most important skills and experience for new agents?
 


2.)What is your salary?
Salary:
 
specify currency
 


3.)On average, how many days per year do you personally spend in training your staff?
 
And yourself?
 


4.)What do you measure agents against? (select all that apply)
 


5.)In your opinion, which is the most effective method to motivate agents? (select all that apply)
 


6.)What areas have you received training in? (select all that apply)
 
 
 


7.)What is your educational background?
 
 


8.)What skills do you consider important in your role? (select all that apply)
 


9.)What motivates you to perform? (select all that apply)
 


10.)If you were recruiting supervisors for your center, what would you look for in order of importance from highest to lowest? (Number 1 - 13 with 1 being most important and 2 next most important etc)
Basic computer literacyCommunication - verbal
Communication - writtenKnowledge of the industry
EducationInterpersonal skills
Leadership SkillsAbility to work with others
Keyboarding skillsLanguage skills
Previous industryPersonality
Telephone skills
Other (specify)
 
Other (specify)
 
Other (specify)