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.
Click here to enter the awards process

Best Contact Center Trainer - 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? (tick all that apply)


3.) What kind of contacts does your center handle?


4.) How long have you been a trainer in general (not just contact centers)
 


5.) How many years, as a trainer, have you operated in a contact center?
 


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





7.) What level would you consider your current role at?


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


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





10.) (For applicants operating in primarily service based centers) 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.
 





11.) Tell us about a specific time when you had to adjust to accommodate different learning styles or behaviour patterns in order to achieve your training objectives on time.
 





12.) Please indicate the areas you provide training in: (Select all that apply)
 
 
 


13.) What skills/attributes do you believe a successful contact center trainer requires?
 





14.) How do you motivate delegates to follow your instruction? Please give examples of what you do and how
 





15.) What challenges have you had to overcome as a trainer in your contact center?
 





16.) How do you measure the success of a training program?
 





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





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


19.) How is your training divided? (into percentages.)
Classroom/Written tests
One on one
Computer based
Team-building
Performance analysis
Other
______
100%
(specify other)
 


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


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


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





24.) And lastly, 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?
 




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 is your salary?
 
specify currency
 


2.)In your opinion, what are the 3 most important skills and experience for trainees?
 


3.)What is the average class size?
 


4.)In your opinion, what is the ideal class size?
 


5.)On average, how many days per year are spent training agents?
New agents:
 
Existing agents?
 


6.)Do agents give you feedback on training you provide?
 


7.)How do you provide consistent training to a diverse group of trainees? (select all that apply)
 


8.)What is your educational background?
 
 


9.)What professional qualifications and memberships do you have?
 





10.)What training have you received to help you do your job? (Select all that apply)
 
 
 


11.)Has training changed since you have been in the industry?


12.)How has it changed?
 


13.)What motivates you to perform? (select all that apply)
 


14.)Number in order of importance what you would look for if you were recruiting trainers for your center. (With 1 being the most important and 12 being least important)
EducationInterpersonal skills
Basic computer literacyKeyboarding skills
Communication - writtenLanguage skills
Customer Service SkillsSales experience
Communication - verbalLeadership Skills
Leadership SkillsTelephone skills
 
Other (specify)
 
Other (specify)


15.)What are the main difficulties you face when training (Select all that apply)