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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 Outsourcing Partnership - Award Entry Form

KEY / LEGEND

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1.) This will not be seen by the judges. Please name both parties involved in the relationship and identify who is the client and who is the outsourcer
 





2.) Whos is completing this entry? the client or the outsourcer?
 





3.) What type of industry would describe the CLIENT operation best? (Select only one.)
 


4.) What is the primary function of the CLIENT contact center?


5.) What services are covered by this partnership (select only 1 that you are submitting for this award)


6.) What are the majority of interactions involved in this partnership? (select only one)


7.) How long have the two of you been working and how did the relationship start?
 





8.) Describe in sufficient detail the nature of the project(s) you partner on
 





9.) What specific challenges had to be overcome along the way and what are the net results from addressing these challenges?
 





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





11.) Describe in detail how the relationship works
 





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





13.) Where will this relationship go from here?
 





14.) Quantify the number of staff involved and also numbers of inbound calls/outbound calls etc managed by the outsourcer
 





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





16.) Do you measure customer satisfaction by the OUTSOURCE PORVIDER to CLIENTS CUSTOMERS


17.) Who measures the customer satisfaction?
 


18.) If 'Yes' to Q16 above, which of the following methods do you use? (please check all that apply)
 
 


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


20.) If Yes to Q19 above, has that plan ever had to be used?


21.) What additional information can you share that illustrates why your partnership is outstanding and award winning
 





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





23.) Are representatives from BOTH Client and Outsourcing provider available to present at the regional awards if you qualify?

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.)Do you offer potential or current partners the right to audit your internal records and controls?


2.)How long (in years) has this center been in operation?
 


3.)Does your Center primarily handle:


4.)What are the three most important skills and/or experiences for new agents? (Please indicate with 1 for most important, 2 for second and 3 for third).
Basic computer literacyCommunication - written
Formal educationKeyboarding skills
Previous industry experienceTelephone skills
Communication - verbalCustomer Service Skills
Interpersonal skillsLanguage skills
Language skillsSales experience
Other (please specify)
 


5.)On average, how many days per year are spent training a new Outbound agent?
 


6.)On average, how many days per year are spent training a new Inbound agent?
 


7.)How many days per year are spent training existing Outbound agents?
 


8.)How many days per year are spent training existing Inbound agents?
 


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


10.)What measure sdo you use to motivate your agents?
 


11.)From Q33 above, of those motivational tools NOT checked, which is most likely to be implemented at your Center in the next 12 months?
 


12.)Of the following industry sectors, what does each represent as an overall percentage of your Contact Center's call volume? (e.g. Consumer products 35%) Answers should add to 100.
 
Telecommunications/Utilities/Fuel
 
Information technology
 
Banking/ Finance
 
Retail/catalog/media
 
Consumer products
 
Religious/Non-profit
 
Transportation/Travel
 
Other (please specify type and percentage)
______
100%


13.)Have you found that No-Call lists have adversely affected your business?


14.)Do you regularly report any security violations, operations problems and/or control breakdowns to your Outsource partner?


15.)If 'Yes' to Q37 above, how often do you send a report?


16.)What CRM initiatives have been implemented? (Select all that apply.)
 


17.)How are shift patterns selected?
 


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


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


20.)What are the most important skills and/or life experiences for new agents? (please select three (3) of the following and indicate in order 1,2,3 with 1 being most important)
Customer Service SkillsCommunication - verbal
Language skillsBasic computer literacy
Interpersonal skillsTelephone skills
Keyboarding skillsCommunication - written
Sales experienceOther (please specify)
 


21.)What was your staff turnover over the past 12 months?
 
%


22.)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
Poor AttendanceDid not like the job
Lack of advancement opportunitiesLeft for better paying Contact Center position
Family situationOther (please specify)
 


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


24.)What was the average number of days per agent lost to absenteeism in the past 12 months?
 
days


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


26.)How do you monitor your agents? (Please check all that apply)
 


27.)Do you use home-based agents?


28.)If 'Yes' to Q50 above, how are home-based agents monitored? (Please check all that apply)
 


29.)What number of days per year are spent training:
Supervisors
 
New agents
 
Existing agents
 


30.)How is agent performance monitored? (check all that apply)
 


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


32.)What types of contracts do you use? (Please check all that apply)
 


33.)What is your Contact Center's staff ratio?
agents to team leader/supervisor
 
Team leader/supervisor to Manager
 


34.)Do you use IVR/speech technology systems?


35.)What types of data are used to forecase call volumes? (Select all that apply.)
 


36.)Do you have a Disaster recovery plan?


37.)If 'Yes' to Q59 above, have you ever had to use your Disaster recovery plan?


38.)If 'Yes' to Q60 above, did it work as expected?
 


39.)How do customers communicate with the center? (Please check all that apply)
 


40.)How do you find that channels are changing? Over the past twelve months have you found that:
 IncreasingDecreasingNo change
Inbound calls
Email


41.)Do you use startegies such as LEAN, Six Sigma etc.?
 


42.)What are the three (3) biggest challenges you will face in the next 12 months? (Please select three of the following options and indicate in order 1,2,3 with 1 being the biggest challenge)
Improving quality of service/customer experienceIncreasing agent productivity
Integrating technologies/systemsCustomer retention
Increasing benefits from current technologiesMaintaining motivation/developing culture
Recruit more agents/repsBecoming more pro active/ selling
Increasing staff capabilityOptimizing the use of available resources
Reducing staff turnoverUse data/information more effectively
Integrating new channelsOther (please specify)
 


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


44.)Is your Center unionized?


45.)Assuming your Center has become more profitable over the past twelve months, what percentage of that increased profitability has been the result of:
 
Increased sales %
 
Decreased costs %
 
Other (please specify) %
 
N/A