www.contactcenterworld.com/worldawards
 
Print

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.
More details at www.ContactCenterWorld.com/worldawards

Best Home / Remote Agent Program - Award Entry Form

KEY / LEGEND

Upload Feature!
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 are the main functions of the contact center?


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


4.) Outline the role of the center in detail
 





5.) What were the reasons for setting up a home/remote agent program in the first place?
 





6.) Describe your home agent program in detail
 





7.) (1) When did you set up your home agent program? and, (2) how many employees does it cover?
 





8.) How do you recruit for home agents?
 





9.) How do you ensure home agents are adhering to quality and company standards?
 





10.) How do you ensure security of customer information when using home/remote agents?
 





11.) How do you motivate home agents?
 





12.) What measures of performance do you use for home agents?
 





13.) How many home agents do you have as a percentage of your total agent workforce?
 





14.) What challenges have you overcome to get to a stage where the program functions as planned?
 





15.) What future plans do you have for home agent program?
 





16.) What is the ROI of the home agent program and other benefits to the company? Explain in as much detail as possible for the benefit of judges
 





17.) What makes your home/remote agent program better than others and deserving of the award for best in the region?
 





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