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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

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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.) 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.) Describe your role in detail - Would it be based purely on the customer satisfaction/experience or does it also involve compliance and government regulatory requirements?
 





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


6.) What initiatives and/or projects have you been involved in with respect to quality enhancements?
 





7.) How many interactions do you audit per day and what is the outcome of this - what actions do you take?
 





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





9.) What tools and techniques do you use to monitor quality?
 





10.) 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?
 





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





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





13.) What actions have you implemented to deal with any dissatisfied customers?
 





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





15.) 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?