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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 Recruitment Campaign - Award Entry Form

KEY / LEGEND

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1.) What type of industry would describe your operation best? (Select only one.)
 


2.) What are the main functions of the contact center? (tick all that apply)


3.) What kind of contacts does your center handle? (tick all that apply)


4.) When was the campaign introduced, for this award submission?


5.) Was your campaign designed to primarily attract new:
 


6.) How would you rate the competition with other centers in your local labour market for staff?


7.) How were your jobs advertised? (check all that apply)
 


8.) On average, how many applications did you receive per your position available?
 


9.) What methods were used when recruiting? (check all that apply)
 


10.) Please describe in detail the objectives of the recruitment campaign
 





11.) Now describe the actual campaign in as much detail as possible
 





12.) Was this campaign managed 100% internally or with the support of an external organization? if an external organization was involved, please specify the roles of each party
 





13.) What were the results of the recruitment campaign? Be specific fior judges
 





14.) What makes this campaign award winning?
 





15.) If you qualify for the regional award finals and are asked to present your campaign to a panel of judges for judging purposes, what would you cover and why?
 




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 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
Communication - writtenSales experience
Previous industry experienceKeyboarding skills
Other (please specify)
 


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


3.)What was your 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)
 


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


5.)What was the average number of days lost to absenteeism in the past twelve months?
 
days


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


7.)What percentage of your recruits have attained the following educational backgrounds? (note: should add to 100)
College/University graduate
 
%
High school graduate
 
%
Some College/University
 
%
Some high school
 
%
Other or Don't Know
 
%


8.)In the case of recruits with a College or University Major, is there a specific area of specialization you look for?


9.)If yes, what area of specialization do you look for?
 


10.)How many days initial training do you offer at your contact center?
 


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


12.)In which of the following areas do new hires recieve training? (check all that apply)
 
 
 


13.)In which of the following areas do experienced personnel receive training? (check all that apply)
 
 
 


14.)What number of days are spent training:
Supervisors
 
days
New agents
 
days
Existing agents
 
days


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


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


17.)What methods do you use to motivate agents? (check all that apply)
 


18.)What types of staff contracts do you use? (check all that apply)
 


19.)What is your Contact Center's staff ratio?
 
agents to
 
Team Leader/Supervisors
 
Team Leader/Supervisor to
 
Manager


20.)What percentage of your staff consists of part-time employees?
 
%


21.)What is the average starting salary for: (please show current unit)
A new Agent:
 
specify currency
 
An experienced Agent:
 
specify currency
 


22.)What is the average starting salary for: (please show current unit)
A new Supervisor:
 
specify currency
 
An experienced Supervisor:
 
specify currency
 


23.)What forms of benefits does your Center offer to employees? (check as many as apply)