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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 Quality Auditor - 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.) How many years in total have you worked within the call/contact center industry? (all jobs NOT just this current job)


2.) For the center you are applying for this award, which of the following best describes its set up. Please read all options clearly before you make your final choice. This cannot be changed in the future as it determines the classification of the award.


3.) We classify entrants into different categories for awards. Which of the following best describes the center where you work? Please read all options clearly before you make your final choice. This cannot be changed in the future as it determines the classification of the award.


4.) What type of industry sector would describe your company best? (Please select the closest one.)
 


5.) What does the contact center do? (Please select all that apply). NOTE: If you don't have a center select N/A.


6.) What kind of contacts does your center handle? (Please select all that apply). If you don't have a center select N/A.
 


7.) What is your specific job title and your key roles/responsibilities? (Please provide a detailed description.)
 





8.) How many years have you been working in this role?


9.) What would you say is the closest to your job level within your company? (Please select one.)


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


11.) How many interactions do you audit per day and what is the outcome of this - what actions do you take? State for each area you manage below
Calls audited and actions taken
 



Emails audited and actions taken
 



Chats audited and actions taken
 



Social Media interactions audited and actions taken
 



Other interactions audited and actions taken. State what others include
 





12.) How do you pass feedback to the staff you are assessing? (Please describe in detail.)
 





13.) How do you measure the success of your auditing process and provide specific results?
 





14.) How do you ensure that the quality standards you set are in line with customer expectations?
 





15.) What tools and techniques do you use to monitor quality?
Tools (example - technology)
 



Techniques (the process)
 





16.) What strategy do you have to deal with dissatisfied customers you discover with your auditing process
 





17.) How often do you calibrate (recheck) your quality process and what do you check that its in line with others who do the same role?
 





18.) What lessons have you learnt in your job that now make you even more successful? Please be specific and share some stories to illustrate what you mean.
 





19.) What skills/attributes do you believe makes YOU successful in this current job role? (Please provide a full list and for each add some notes to explain why they are important to your success)
 





20.) You likely faced many challenges in this role. Explain some of them and how you adapted and what you learned as a result of these that help make you more successful
 





21.) What do you consider is the most important part of your job and why? Please explain in some detail so we can understand the reasons behind your response.
 





22.) In your personal opinion, What and why are the top 3 metrics / data you should feed back to management from the work you do? State if these are what your performance is measured on or just data you feed back regularly
 





23.) Typical work day - This is a multi part question - please answer all parts!
Please describe a typical day at work - do you for example do the same tasks every day or do you have a different set of tasks / duties assigned to you?
 



Describe how you manage your time and priorities - are they set for you or do you self manage all your tasks?
 



How do you know you have had a great ‘successful’ day?
 





24.) Performance - This is a multi part question - please answer all parts!
How does your company measure your performance and what are the measures?
 



For each measure in (1) add your performance results alongside the metric
 



If you are exceeding performance targets, state what you do to exceed them
 



If any results are lower than target, please explain why this is
 





25.) How many other people in your company are in the same role as you?


26.) If the answer to the question above is 2 or more, please tell us where you rank in terms of performance scores / metrics in the last 12 months relative to the others for example are you ranked #1 (the top performer in the group) or #2 (second) etc and, if you feel you need to explain, add details for the judges here
 


27.) Achievements - This is a multi part question - please answer all parts!
What work achievements (successes) have you had in the last 12 months for your company? List out all the ones you feel relevant
 



For each item in 1 state if you achieved the result on your own or as part of a team
 



For each item in 1, state which of these were set as goals for you to achieve in the year and which were based on your overall performance?
 





28.) Who suggested you to enter this award (Job title only no names please) and why? (This is for background information.)
State persons name
 
Their job title
 
Relationship to you (manager, friend etc)
 
Email (if known)
 


29.) This question is for ContactCenterWorld.com staff only and no judges will see this! What other awards (internally (within your company) and externally have you won in the last 3 years and if external (outside your company) share a link showing your win so we can verify the wins. If you have not won any state NONE
 





30.) Why is an award from ContactCenterWorld.com so important to you? Explain what it means to you and the company
 





31.) To help judges understand some of your successes in this role and why you should be considered as a finalist for this award, please either (SELECT 1 OR 2) (1) upload a short (no more than 3 minutes) Video (mp4) or Audio (mp3) of you talking about your achievements in the last 12 months. NOTE: Please do not wear any corporate clothing, mention your name or company name or have anything that will allow any judge to figure out who you are or where you work! (2) state in written format clearly why you should be considered as a finalist
If known, email address
 





32.) Finalists are required to present in front of judges. If you qualify for the award finals and are asked to present your best practice tips and experience in 15 - 20 minutes what would you present and why? For example share a list of subjects you would talk about to convince judges you are the best
 




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


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


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


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


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


7.)How many agents work at your Center?
 


8.)What is your educational background?
 


9.)If you had a College or University Major, what was your area of specialization?
 


10.)Does your center employ home-based agents?


11.)Do you receive any individual performance bonuses?


12.)In your opinion, what are the three most important skills and experience for new agents? (please indicate with a 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 experienceN/A not applicable
Other (please specify)
 


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