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Best Contact Center Benchmarking Survey

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

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

3.)Does the center operate as. (Please select the closest option)

4.)What kind of customers does your center serve?

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

6.)When was the center first established? What was the business justification at that time? (If you were not there at the time please ask someone who will know)

7.)Which of the following geographical areas for your center supports (Please select all that apply)

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

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

10.)How many agents/representatives do you have? (FTE = Full Time Equivalent)
Full Time
Part Time
Total FTE

11.)Do you have any home based agents?

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

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

14.)Please describe your strategy for the management of social media activity within your company and which channels are being worked on i.e. Instagram, LinkedIn, Facebook, Twitter etc

15.)Please explain the specific role of the contact center in this social media strategy.

16.)How do you measure the success of your Contact Center?

17.)What is the annual budget for the center for this year? Please state in USD (note use for conversions)
specify currency

18.)What percentage of the budget does the center spend? (Make sure the total adds up to 100%)
Wages / Labor / Staff
Other areas (specify)

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

20.)If No to Q19, specify the hours you are open

21.)Is your center unionized? (A trade union)

22.)Does the contact center have its own mission statement? If so, what is it?

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

24.)Do you measure customer satisfaction?

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

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

27.)What are your customer satisfaction scores? (Please state the last 12 months.)

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

29.)In the last 12 months, what would you regard as the most surprising outcomes as a result of measuring customer satisfaction?

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

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

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

33.)What are your current scores (Last 12 months at most) and define the scale used (i.e. out of 100% or 8out of 5)

34.)Has morale in the last 12 months.

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

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

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

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

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

40.)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)

41.)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?
Free Numbers
'Local rate' number
Standard Number
National (Long Distance) Number
Premium rate /Higher rate numbers

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

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

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

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

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

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

48.)What are the 3 most important skills and experience you look for when hiring/recruiting new agents? (Please select all that apply.)

49.)What is the approximate percentage of employees aged? (Make sure total adds up to 100%)
Under 25
25 - 35
35 - 50

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

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

52.)What would you consider to be a realistic turnover rate for your company (Based on what you think others achieve)?

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

54.)What is your current service level agreement for calls? (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

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

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

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

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

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

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

61.)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.

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

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

64.)Which of the following IVR/speech technology system technologies do you use?

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

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

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

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

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

70.)For calls, what is your average speed of answer in seconds?
(Total time in queue / total number of calls answered)

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

72.)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)

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

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

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

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

77.)How is an agent's time typically split up? (on inbound only)
On calls
Post Call WrapUp
Available but idle
Other admin duties
Other (specify)

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

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

80.)Do you call back abandoned calls?

81.)How quickly do you call back customers who request a call-back?

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

83.)What are the 3 biggest challenges facing your center in the next 12 months? (Select ONLY 3)

84.)Please explain how you plan to develop your contact center in the next 1-3 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.

85.)Which of the following tools do you use to manage customers / contacts (Please select all that apply)

86.)Do you use any external companies to handle customer contacts (e.g calls) on behalf of your company?

87.)Please share how the center benefits / contributes to the success of the entire company.

88.)Please add any additional information on what makes your Center outstanding from others and why you should win this award.

89.)If you qualify for the regional award finals and are asked to present your contact center best practices in 25 minutes or less, to a panel for judging purposes, what would you present and why?

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