This is a printed copy of current questions for the 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 to enter the information.
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Best Contact Center Trainer 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.)What is your specific job title and your key roles/responsibilities? (Please provide a detailed description)

5.)How many years have you been working in this role?

6.)What would you say is the closest to your job level within your company? (Please select one)

7.)Do you work exclusively for the company name shown on your application, or do you work with more than 1 client? Please elaborate.

8.)What achievements have you accomplished in the last 12 months for your company? (Please explain in detail and specify results where relevant. If you are part of a team where do you rank in terms of performance eg 1st/2nd etc)

9.)What lessons have you learnt in your job that now make you even more successful? Please be specific and share some stories to illustrate what you mean.

10.)What types of calls do you provide training for?

11.)(For applicants operating in primarily sales based centers only.) Please describe a sales focused training program you designed and delivered. Include how you defined needs and what the results of the training program were.

12.)(For applicants operating in primarily service based centers) Please describe a customer service focused training program you designed and delivered. Include how you defined needs and what the results of the training program were.

13.)What is the most important part of your job and why? Please explain so we can understand the reasons behind your response.

14.)How does your company measure your performance and how often are you evaluated against these measures?

15.)How many other people in your company are in the same role as you?

16.)in your opinion, WHAT AND WHY are the TOP 3 metrics you should feed back to management from the work you do?

17.)Please tell us about a specific time when you had to adjust to accommodate different learning styles or behavior patterns in order to achieve your training objectives on time.

18.)If the answer to the question above is 5 or more, please tell us where you stand relative to the others for example are you #1, #2 etc.

19.)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!

20.)Describe a typical day in this role - from the time you start to the time you finish and what you get done.

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

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

23.)Please indicate the areas you provide training in: (Please select all that apply)

24.)Please describe how you develop a training program for a new team of agents.

25.)Which of the following mediums do you train employees to use for communicating with customers (Please select all that apply)

26.)How is your training divided? (into percentages.)
Classroom/Written tests
One on one
Computer based
Performance analysis
(specify other)

27.)How do you monitor training results? (Please select all that apply)

28.)What is the percentage of employees who complete the training successfully?

29.)Please share with us 2 or 3 ways that you engage with trainees if they lose focus i.e. how do you re-energize them and refocus them?

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