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 Print

Best Contact Center Supervisor 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 the specific job title and what are your key roles/responsibilities?
 





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


6.)How many agents/representatives do you personally manage?
 
Full Time
 
Part Time
 
Total FTE


7.)How many years have you been a supervisor?


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





9.)How many of those years have you been in a contact center?


10.)Who do you report to? (ie. Contact center manager?) Do not add the name just the job title!
 





11.)What skills/attributes do you believe a successful supervisor requires?
 





12.)How would you describe your leadership style?
 





13.)What is the percentage of time you spend coaching / auditing your team?
 


14.)How often do you meet with your team?
 


15.)What are your top 3 objectives for your team? (Please select ONLY 3)
 


16.)What achievements have you accomplished in the last 12 months for your center?
 





17.)Which of the following methods do you use to monitor your team? (Please select all that apply)
 


18.)Please describe how you enhance agent quality? State specific things you do so judges understand
 





19.)What methods do you use to motivate your agents? (Please select all that apply)
 


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





21.)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.
 





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





23.)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!
 





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