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Best Social Media Team Benchmarking Survey

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

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

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

4.)How many people are in your team? (Your team number must be between 2-20 max)

5.)How is your team structured? (If you want to share more details, you could attach an organization chart however do not show company or individual names just titles.)

6.)Please share the full name and title of the person who leads your team. (This section will not be shared with the judges.)

7.)What is your team's role and reason for existence? Please explain in details to help judges.

8.)How many other teams do the same role? Please enter the number below.

9.)If your company has several teams, where do you rank? i.e. 1st/2nd etc

10.)How do you measure the team's performance? Please explain in detail.

11.)Please share your team's projects or successes in the last 12 months.

12.)Please share some challenges the team had to overcome in the last 12 months and how you overcame them!

13.)What are the projects / tasks / enhancements you are planning to do in the future with the team and how will this affect the team's performance?

14.)What do you consider are the strengths of the team and how does the team contribute to the success of the company?

15.)What knowledge and skills do you look for when recruiting for your team? Please explain in details any unusual skills

16.)What is the average age of your team members?

17.)How do team members work with each other? For example how they interact and share tasks/priorities.

18.)Can you share some of the activities / methods use to motivate and inspire the team and state what you did/do during the pandemic when it was not always possible to have teams together in close contact ?

19.)Who (job title only) is responsible for setting the targets/goals/objectives for the team and share the details of what you were aiming to achieve in the last 12 months and where you ended up against these ?

20.)If you qualify for the finals and are asked to present your teams success to a panel for judging purposes, what would you present and why?

21.)Please explain how the team manages feedback internally and externally - i.e. tools used and how the feedback is assessed and actioned. If you have example of feedback and what was actioned as a result please include the details. Also include how often the team reviews feedback and how actions are communicated to those giving the feedback.

22.)Which social media do you actively support? (state key ones) i.e. Instagram, LinkedIn,Twitter, Facebook etc and HOW i.e. messages/posting etc

23.)Please describe your strategy for the management of social media activity within your company and which channels are being worked on i.e. Instagram, LinkedIn, Facebook, Twitter etc.

24.)Please explain the specific role of the contact center in this strategy.

25.)What service standards do you set (if any) for how you manage social media interactions i.e. respond within X mins / hours etc.

26.)How many contact center staff (FTE) are involved and what’s the annual cost of managing this program in the center (in $ US Dollar please - use for conversions)?

27.)Please describe the activities of the center staff in this program and explain the rationale for their actions i.e. if they are searching for twitter comments, explain how they do this and what actions they carry out as a result of either positive or negative comments.

28.)How do you measure the effectiveness of the social media program?

29.)How has this program enhanced customer service and/or sales? Please provide specific details to validate your answer including how you deal with negative comments.

30.)To help us understand some of your successes in this role, please upload a short (no more than 5 minute) Video (mp4) OR Audio (mp3) of you talking about your achievements in the last 12 months. 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!

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

32.)If you qualify for the award finals and are asked to present your team success in 20 minutes or less, to a panel for judging purposes, what would you present and why?

33.)Who suggested you to enter this award (Job title only NO NAMES please) and why? (This is for background information)