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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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Survey

Best Outsourcing Partnership Award Questions


1.)This will not be seen by the judges. Please name both parties involved in the relationship and identify who is the client and who is the outsourcer
 





2.)Whos is completing this entry? the client or the outsourcer?
 





3.)What type of industry would describe the CLIENT operation best? (Select only one.)
Banking/ Finance Government
Healthcare/ Pharmaceutical Customer Products
Information technology Insurance
Chemicals/ Construction Media
Outsourcing Religious/ Non-profit
Retail/ Catalog Transportation/ travel
Telecommunications Utilities/ Fuel
Other (specify):
 


4.)What is the primary function of the CLIENT contact center?
Outbound Sales Inbound Sales
Help Desk - External Help Desk - Internal
Customer Service Collections/Debt Recovery


5.)What services are covered by this partnership (select only 1 that you are submitting for this award)
Sales
Service to external clients
Service to internal clients


6.)What are the majority of interactions involved in this partnership? (select only one)
Call handling – inbound only
Call handling – inbound and outbound
Call handling – outbound only
Contact handling – calls, emails, web chat
IT support
Back office support
Fully integrated – calls, web chat, emails, fulfilment, back office support
Field Service Support
Field Sales Support
Recruitment


7.)How long have the two of you been working and how did the relationship start?
 





8.)Describe in sufficient detail the nature of the project(s) you partner on
 





9.)What specific challenges had to be overcome along the way and what are the net results from addressing these challenges?
 





10.)Describe in detail performance targets and what has been achieved in terms of results
 





11.)Describe in detail how the relationship works
 





12.)If you share common platforms such as software, share premises, performance plans etc please describe them here, of you do not, why not?
 





13.)Where will this relationship go from here?
 





14.)Quantify the number of staff involved and also numbers of inbound calls/outbound calls etc managed by the outsourcer
 





15.)What would you say are the top 5 strengths of the relationship and why?
 





16.)Do you measure customer satisfaction by the OUTSOURCE PORVIDER to CLIENTS CUSTOMERS
Yes No
Not sure


17.)Who measures the customer satisfaction?
Center staff Outsourcing partner
Outside company Other company department
Other (please specify)
 


18.)If 'Yes' to Q16 above, which of the following methods do you use? (please check all that apply)
After call IVR surveys Follow-up email surveys
Mystery calls Follow-up outbound (live agent) calls
Follow-up mail surveys Recorded call analysis
Metrics such as abandoned call rates
Other (please specify)
 
Of the methods checked above, which do you feel is the most effective?
 


19.)Do you have a contingency plan should the Outsourcing service fail temporarily or permanently?
Yes No


20.)If Yes to Q19 above, has that plan ever had to be used?
Yes No


21.)What additional information can you share that illustrates why your partnership is outstanding and award winning
 





22.)If you qualify for the regional award finals and are asked to present your partnership in 15 minutes or less, to a panel for judging purposes, what would you present and why?
 





23.)Are representatives from BOTH Client and Outsourcing provider available to present at the regional awards if you qualify?
Yes
No