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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 - HR - Award Entry Form

KEY / LEGEND

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


2.) What does the contact center do? (tick all that apply)


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


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


5.) Is your Center unionized?


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





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


8.) How many years' experience do you have in Human Resources?
 


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


10.) Which of the following areas are you personally responsible for? (check all that apply)
 


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





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





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


14.) What idea or process for Human Resources are you most looking forward to implementing in the next year?
 





15.) 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
 





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





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





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





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





20.) If you qualify for the regional award finals and are asked to present your skills, knowledge, 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.)What is the staff ratio at your Contact Center of Agents to Team Leaders/Supervisors?
 
/
 


2.)What percentage of your staff consists of part-time employees?
 
%


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


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


5.)What methods do you use when recruiting new personnel? (check all that apply)
 


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


7.)What number of days are spent training:
Supervisors
 
days
New agents
 
days
Existing agents
 
days


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


9.)In which of the following areas have you received training? (check all that apply)
 


10.)In which of the following areas does your Center offer training internally? (check all that apply)
 


11.)Of the areas checked in Q27 above, which occupies the GREATEST amount of your time?
 


12.)Of the areas checked in Q27 above, which occupies the LEAST amount of your work time?
 


13.)How much of your role in Human Resources in devoted to Employee Advocacy?


14.)Further to Q33 above, if you answered anything other than N/A which of the following methods do you use or supervise as an employee advocate?
 


15.)Within your place of employment, how actively involved are you in:
 Highly involvedSomewhat involvedNot very involved
Overall business goals


16.)Do you participate in senior level meetings?


17.)If applicable to your Center, what are the three most important skills and experience for new OUTBOUND agents? (please indicate with 1 for most important, 2 for second and 3 for third)
Basic computer literacyCommunication - written
EducationKeyboarding skills
Previous industry experienceTelephone skills
Communication - verbalCustomer Service Skills
Interpersonal skillsLanguage skills
Sales experienceWrite N/A not applicable
 
Other (please specify)
 


18.)If applicable, what are the three most important skills and experience for new INBOUND agents? (please indicate with 1 for most important, 2 for second and 3 for third)
Basic computer literacyCommunication - written
EducationKeyboarding skills
Previous industry experienceTelephone skills
Communication - verbalCustomer Service Skills
Interpersonal skillsLanguage skills
Sales experienceWrite N/A if not applicable
 
Other (please specify)
 


19.)What features are available to make your contact center more comfortable? (check all that apply)
 


20.)What facilities/special services do you offer to staff? (check all that apply)
 


21.)How are your agents recruited? (check all that apply)
 


22.)How are your jobs advertised? (Please check all that apply)
 


23.)What are the most frequent reasons for staff turnover? (please select three (3) of the following and indicate in order 1,2,3 with 1 being the most frequent reason.)
Change in personal situationPromoted within company
Change within company (e.g. moving Contact Center location)Poor performance
Did not like the jobLack of advancement opportunities
Left for better paying Contact Center positionFamily situation
Poor AttendanceOther (please specify)
 


24.)What strategies do you use to reduce staff turnover? (check all that apply)
 


25.)What was the average number of days lost to absenteeism in the past twelve months?
 
days


26.)How many absentee days (sick days/personal days) are employees allowed per year without penalty?
 
days


27.)To what degree do Agents have input into HR policies?


28.)On average, how many applications do you receive per posting for one Agent?
 


29.)What is the average starting salary for: (type N/A, if not applicable)
New Agent?
 
Specify currency:
 
Experienced Agent?
 
Specify currency:
 


30.)What is the average salary for: (type N/A, if not applicable)
New Supervisors?
 
Specify currency:
 
Experienced Supervisors?
 
Specify currency:
 


31.)What forms of benefits does your Center offer? (check as many as apply)
 


32.)Is your payroll handled:


33.)What percentages of your Center's overall Human resources needs are handled in-house (as opposed to outsourced)?
 
%