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Best Help Desk Benchmarking Survey

1.)What type of industry sector would describe your company best? (Please select the closest one)

2.)When was the help desk (center) first established? What was the business justification at that time?

3.)What kind of contacts does your help desk handle? (tick all that apply). If you don't have a center select N/A.

4.)What does the help desk do? (tick all that apply) NOTE If you don't have a center select N/A.

5.)Please describe the overall strategy behind the center, its functions and how it contributes to the overall success of your organization.

6.)What is the financial status of the center?

7.)How many staff do you have?
Full Time
Part Time
Total FTE

8.)Do you have any home based agents?

9.)If you do have home based agents, what percentage of staff work from home.

10.)What was the total annual call volume handled by your center last year?

11.)How do you measure the success of your center?

12.)What is the annual budget for the center for this year? 9state in US Dollars - use for conversions)
specify currency

13.)What percentage of the budget does the center spend on:
Wages / Labor costs
Other areas (specify)

14.)Is your center available 7 days per week, 24 hours per day?

15.)If No to Q14, specify the hours you are open

16.)Is your Center unionized?

17.)Does the contact center have its own mission statement, and if so what is it?

18.)Which industry rules, regulations or guidelines do you comply with? (e.g. do not call etc)

19.)Do you measure customer satisfaction?

20.)What method(s) do you use to collect customer feedback on a customers experience with your center? (Please select all that apply.)

21.)What is the frequency with which you measure customer satisfaction?

22.)What are your customer satisfaction scores?

23.)Who measures customer satisfaction? (Please select all that apply.)

24.)What would you regard as the most surprising outcome as a result of measuring customer satisfaction?

25.)What actions have you taken as a result of measuring customer satisfaction? (Please select all that apply.)

26.)Do you measure staff morale/motivation/engagement?

27.)What are your current scores and define the scale used.

28.)Has morale in the last 12 months...

29.)What kind of features does your center have to make the workplace more comfortable? (Please select all that apply.)

30.)What kind of ergonomic features do you have in place in your center? (Please select all that apply.)

31.)What kind of additional facilities for staff do you provide in your center? (Please select all that apply.)

32.)What tools/technology do you provide for staff who work from home (If not applicable select N/A)

33.)What kind of ergonomic features do you have in place in your center? (Please select all that apply.)

34.)How would you describe the layout of your contact center?

35.)Please upload some photos or video of your center so judges can see the layout etc (do not include any photos that show your company name)

36.)What type of telephone number(s) do you provide for inbound customers? (Please select all that apply.)
 For Customer Services?For Sales?For Technical Support?
Toll free (800) number
'Local rate' number
Standard area code number
National rate call number
Premium rate /Higher rate numbers

37.)What is the shift rotation pattern of the center?

38.)When you recruit agents/representatives, which of the following methods do you use? (Please select all that apply.)

39.)How would you rate the competition with other centers in your local labor market with respect to human resources?

40.)How do you advertise agent positions for your center? (Please select all that apply)

41.)When you advertise for staff, how do applicants respond? (Please select all that apply)

42.)How many applications do you need to sift through to appoint just 1 agent/rep?

43.)What are the 3 most important skills and experience for new agents? (Please select all that apply.)

44.)What is the approximate percentage of employees aged?
Under 25
25 - 35
35 - 50

45.)What is the approximate percentage of turnover of your full-time agents/representatives pre annum? (Including promotion, moving to another department, leaving the company)

46.)What is the approximate percentage of total annual turnover that is just related to agents/reps leaving the company?

47.)What would you consider to be a realistic turnover rate?

48.)What strategy/strategies do you have to keep agent turnover as low as possible? (Please select all that apply.)

49.)What is your current service level agreement? (Percentage of calls handled within X seconds i.e. 80/20 = 80% of calls within 20 seconds) (Fill in 0/0 if no service level agreement is in place)
% within

50.)On average, how many days per year are spent training supervisors?

51.)On average, how many days are spent training new agents?
and existing agents?

52.)What do you measure agents against? (Please select all that apply)

53.)What is the percentage of total working days lost to absenteeism per year per agent?

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

55.)Please describe recent programs or activities that demonstrate your focus on your staff and how this has benefited morale and team work.

56.)Do you use (from to verify your engagement?

57.)What technologies have you deployed in your contact center? Please detail any that have had substantial impact on enhancing service, reducing cost, increasing productivity and/or enhancing employee satisfaction.

58.)Please describe your training and development plans for your contact center staff.

59.)Do you have an IVR or speech recognition system?

60.)Which of the following IVR/speech recognition system technologies do you use?

61.)For certain transaction types, do you force your customers to use your IVR/speech recognition system? (if applicable)

62.)What percentage of your total center volume is completely handled by your IVR/speech recognition system?

63.)What are your primary reasons for deploying an IVR/speech recognition system? (Please select all that apply.)

64.)Do you have internal Service Level Agreements (SLA) between your center and other departments?

65.)Do you have a disaster recovery plan for the center?

66.)What is your average speed of answer in seconds?
(total time in queue / total number of calls answered)

67.)What is your average talk time in seconds?
(number of seconds the customer was connected to an agent)

68.)What is your average after call work time in seconds?
(average amount of time taken by an agent to complete tasks, for example data entry after the call is terminated)

69.)What is your average abandonment rate as a percentage?
(the percentage of calls that are abandoned compared to the calls received)

70.)What is the percentage first time completed calls?
(calls where the customer's query or requirement is resolved during the first call)

71.)What is the average number of calls handled per agent (per day)?

72.)What is the percentage agent utilization?
(Talk time plus after call time divided by total time logged into system)

73.)How is an agent's time typically split up? (on inbound only)
On calls
Post call; wrap up
Available but idle
Other admin duties
Other (specify)

74.)What other ways can your customers communicate with your center? (Please select all that apply)

75.)Please describe how you ensure consistency across all channels your center offers customers.

76.)Do you call back abandoned calls?

77.)How quickly do you call back?

78.)Do you employ any business strategies/methodologies such as Six Sigma /Lean etc.

79.)What are the 3 biggest challenges facing your center in the next 12 months? (Please select ONLY 3)

80.)Please explain how you plan to develop your contact center in the next 3-5 years. Include details of what investments you will be making and how these will benefit the customer, your contact center staff, and the company, if relevant.

81.)What makes your help desk the best in the region?

82.)If you qualify for the regional award finals and are asked to present your centers best practices in 20 minutes or less, to a panel for judging purposes, what would you present and why?

83.)To help us understand some of your successes relating to this award entry, please upload a short (No more than 5 minute) Video (mp4) OR Audio (mp3) of you talking about your community spirit 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!

84.)Who suggested you to enter this award and why? (This is for background information)