www.contactcenterworld.com/worldawards
 
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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.
Click here to enter the awards process

Best In Customer Service - 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.) For this award entry the number of agents/representatives involved in the customer service activity (Please ignore support staff such as IT, WFM, HR and other company personnel not actively involved). NOTE: In most cases it is not the number of total agents/staff in the company UNLESS they all are involved in this specific activity and are at the same location. This is a key number that determines which award category you are entered into and cannot be changed at a later date If you are unsure, please get this number before you proceedĀ 


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


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


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


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


8.) In your center where you are submitting for this award, approximately how many people work there? select ONLY the number that are involved in this award category not all staff in the company!


9.) What is the financial status of the center?
 


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


11.) The center you are submitting for this award - is it for only your company OR is it for say a customer/client of yours


12.) This is for ContactCenterWorld.com ONLY - If the answer to the above question is that its for a client, please name the client and as best as possible explain what they do below otherwise enter NA
Client Name (or enter NA if none)
 



What does the client do? (or enter NA if none)
 





13.) If you do have home based agents, what percentage of staff work from home?
 


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


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


16.) What geographic location(s) does your center serve? (Please select all that apply.)


17.) What is the annual budget for the center for this year? State in US Dollars (Please use Oanda.com for exchange rates.)
 
specify currency
 


18.) Is your center unionized? i.e. Trade Union?


19.) When was the center first established? Can you explain the business justification at that time? i.e. Why was it set up?
 





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





21.) Please describe your customer service strategy - mission / approach etc.
 





22.) How do you ensure consistent and high customer service within your contact center?
 





23.) What is the frequency with which you measure customer satisfaction?
 


24.) What has been the most effective method you use to collect customer feedback? (Please select all that apply.)
 


25.) Who measures customer satisfaction? (Please select all that apply.)
 


26.) Who in your company sees your customer satisfaction scores? (Please specify roles i.e. executives, trainers etc.)
 





27.) Do you give front line agents feedback on customer satisfaction?


28.) Do your agents/representatives receive any individual performance bonuses based on customer satisfaction?


29.) What actions have been taken as a result of measuring customer satisfaction? (Please select all that apply.)
 


30.) Please provide examples of customer feedback and actions you have taken to enhance customer service as a result of this feedback.
 





31.) What would you regard as the most surprising outcome as a result of measuring customer satisfaction?
 





32.) What are your current customer satisfaction levels and how do these compare with 12 months ago?
 





33.) What, if any, supporting information can you provide to show evidence of your current customer satisfaction scores?
 





34.) Do you measure net promoter scores? If yes, please state the most recent 6 months of data.
If Yes (specify last 6 months)
 


35.) Do you measure staff morale/motivation/engagement?


36.) Has morale in the last 12 months?


37.) What are your current scores and define the scale used? (i.e. out of 100 / out of 5.)
 


38.) Do you employ any business strategies/methodologies such as Six Sigma /Lean etc.?
 


39.) Do you use TopPlace2Work.com (from ContactCenterWorld.com) to verify your employee engagement?


40.) What technologies have had substantial impact on enhancing customer service? (Please explain how.)
 





41.) What type of telephone number(s) do you provide for inbound customers? (Please select all that apply.)
 For Customer
Service?
Toll free (800) number
'Local rate' number
Standard area code number
National rate call number
Premium rate/ Higher rate numbers
Unsure


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


43.) What is your average speed of answer in seconds? (Total time in queue / total number of calls answered.)
 


44.) What is your average talk time in seconds? (Number of seconds the customer was connected to an agent.)
 


45.) 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.)
 


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


47.) What is the percentage first time completed calls? (Calls where the customer's query or requirement is resolved during the first call.)
Inbound:
 
Outbound:
 


48.) What is the average number of calls handled per agent (per day)?
 


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


50.) How is an agent's time typically split up?
On calls / email / chat
Post call/email etc wrap up
Available but idle
Other admin duties
Other
______
100%


51.) Do you call back abandoned calls?


52.) How quickly do you call back?
 


53.) What is the approximate percentage of turnover of your full-time agents/representatives pre annum? (Including promotion, moving to another department, leaving the company.)
 


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


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


56.) What additional information can you provide that illustrates why your entry should win this award?
 





57.) Who suggested you to enter this award and why? (This is for ContactCenterWorld.com use only)
State persons name
 
Their job title
 
Relationship to you (manager, friend etc)
 
Email (if known)
 
Why did they suggest you enter
 


58.) 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
 





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





60.) 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
 





61.) 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.)What CRM initiatives have been implemented? (Please select all that apply.)
 


2.)What kind of features does your center have to make the workplace more comfortable? (Please select all that apply.)
 


3.)What kind of additional facilities for staff do you provide in your center? (Please select all that apply.)
 


4.)What kind of ergonomic features do you have in place in your center? (Please select all that apply.)
 


5.)Is your center designed to accommodate staff with disabilities?


6.)How would you describe the layout of your contact center?
 


7.)When you recruit agents/representatives which of the following methods do you use? (Please select all that apply.)
 


8.)When you advertise for staff, how do applicants respond? (Please select all that apply)
 


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


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


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


12.)What are the top three reasons for agent turnover? (Please select ONLY 3)
 


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


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





15.)What is the average starting salary for an agent?
 
specify currency
 


16.)What is the average starting salary for a supervisor?
 
specify currency
 


17.)What is the average starting salary for a manager?
 
specify currency
 


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


19.)On average, how many days per year are spent training supervisors?
 


20.)On average, how many days per years are spent training new agents?
 
and existing agents?
 


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


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


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


24.)What methods do you use to motivate your agents? (Please select all that apply)
 


25.)What are the 3 biggest challenges facing your center in the next 12 months? (Please select ONLY 3)
 


26.)How do you ensure consistency across all channels?
 


27.)Do you use speech analytics to measure customer satifaction?


28.)What results have you had?
 


29.)What are the benefits of using speech analytics?
 


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