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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 Operational Manager - Award Entry Form

KEY / LEGEND

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


2.) What kind of customers does your center serve?


3.) What types of interactions/functions do you manage at this center? (select all that apply)


4.) What kind of calls does your center handle?


5.) What is the annual budget for the center for this year? State in US Dollars (use oanda.com for conversion)
 
specify currency
 


6.) Compared to last year, has the budget for the contact center:


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


8.) Is your center available 7 days per week, 24 hours per day?


9.) If no to Q8, specify the hours you are open
Monday
 
To
 
Tuesday
 
To
 
Wednesday
 
To
 
Thursday
 
To
 
Friday
 
To
 
Saturday
 
To
 
Sunday
 
To
 


10.) What was the total annual call volume handled by your center last year?
Inbound:
 
Outbound:
 


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





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





13.) How many years have you been an Operational Manager?


14.) How many staff are you responsible for?
 
Full Time
 
Part Time
 
Total FTE


15.) In the past 12 months, has the number of center staff


16.) What is the approximate percentage of turnover of your full-time staff per annum? (Including promotion, moving to another department, leaving the company)
 
%


17.) What is the approximate percentage of total annual turnover that is just related to agents/reps leaving the company?
 
%


18.) What would you consider to be a realistic turnover rate?
 
%


19.) What are the top three reasons for staff turnover? (select ONLY 3)
 


20.) What strategy/strategies do you have to keep agent turnover as low as possible? (Select all that apply.)
 


21.) Which strategy do you feel has resulted in the biggest reduction of agent turnover?
 





22.) What is your current service level agreement? (Percentage of calls handled within X seconds i.e. 80/20 = 80% of calls within 20 seconds) (Fill in 0/0 if no service level agreement is in place)
 
% within
 
seconds


23.) What is your staffing ratio for:
Supervisors/team leaders per manager?
 
:
 


24.) Please describe in detail how you support the overal contact center to ensure its operational when required.
 





25.) What is the percentage of total working days lost to absenteeism per year per agent?


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


27.) Do you measure employee satisfaction?


28.) How is your performance measured? state measures and how you perform against these?
 





29.) Do you have a disaster recovery plan for the center?


30.) Explain what developments you are planning to ensure operational effectiveness in years to come
 





31.) What other ways can your customers communicate with your center? (Select all that apply)
 


32.) How do you manage the people who report to you?
 





33.) What are your key performance targets/performance objectives for your center? Please also illustrate how you perform against these. List as many as you feel are relevant to this entry.
 





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





35.) Tell us about a particular operational challenge and how you addessed it without comprmising service
 





36.) As a Manager which motivates you the most (put in order of priority where 1 is highest and 6 is lowest)
 
Staff and employees
 
Customers
 
Recognition
 
Advancement of the center
 
My career development
 
Other
If Other, please specify
 


37.) What are your plans for the future of the contact center operation?
 





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





39.) If you qualify for the regional award finals and are asked to present your role / skills and knowledge 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.)What is your average speed of answer in seconds?
(total time in queue / total number of calls answered)
 


2.)What is your average talk time in seconds?
(number of seconds the customer was connected to an agent)
Inbound:
 
Outbound:
 


3.)What is your average after call work time in seconds?
(average amount of time taken by an agent to complete tasks, for example data entry after the call is terminated)
 


4.)What is your average abandonment rate as a percentage?
(the percentage of calls that are abandoned compared to the calls received)


5.)What is the percentage first time completed calls?
(calls where the customer's query or requirement is resolved during the first call)
 


6.)What is the average number of calls handled per agent (per day)?
Inbound:
 
Outbound:
 


7.)What is the percentage agent utilization?
(Talk time plus after call time divided by total time logged into system)


8.)What is your educational background?
 
 


9.)What other professional qualifications and memberships do you have?
What other professional qualifications and memberships do you have?
 





10.)If you were recruiting managers for your center, what would you look for in order of importance from highest to lowest?
Rank 1 being the highest
 
Basic computer literacy
 
Communication - verbal
 
Communication - written
 
Customer Service Skills
 
Education
 
Interpersonal skills
 
Personality
 
Ability to work with others
 
Leadership Skills
 
Knowledge of the industry
 
Keyboarding skills
 
Language skills
 
Previous industry
 
Sales experience
 
Telephone skills
Other (specify):
 
Other (specify):
 
Other (specify):
 


11.)What are the 3 biggest challenges facing your center in the next 12 months? (Select ONLY 3)
 


12.)When you recruit agents/ representatives for your center? (Select all that apply)
 


13.)How do you advertise agent positions for your center? (Select all that apply)
 


14.)When you advertise for staff, how do applicants respond? (Select all that apply)
 


15.)How many applications do you need to sift through to appoint just 1 agent/rep?
 


16.)What are the 3 most important skills and experience for new agents? (select ONLY 3)
 


17.)Do you do any of the following checks on staff; either during or after you recruit them? (Select all that apply)
 


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


19.)Do your agents/representatives pass on unsolicited customer comments to the management team?


20.)Do agents use any scripts when dealing with customers inquiries/calls?


21.)Do you have in place any of the following?


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


23.)Do you conduct exit interviews when your agents leave your contact center?


24.)How do you match staffing levels to call volumes?
 


25.)Have you ever had a need to make use of your disaster recovery plan?


26.)Did your disaster recovery plan work as expected?


27.)How is an agent's time typically split up?
On calls
Post call, wrap up
Available but idle
Other admin duties
Other (specify)
______
100%


28.)What information do the majority of your agents have access to when dealing with customers?
 
 
 


29.)Do you invite feedback from employees?


30.)If yes, how?
 


31.)Do you interact with employees on a regular basis?


32.)If yes, how?
 


33.)In what type of setting do you interact with employees?