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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 Crisis Management Campaign - 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.) For this award state the number of agents/representatives involved in this campaign (Please ignore support staff such as IT, WFM, HR etc) This is a key number that determines which award category you are entered into and cannot be changed at a later date If you are unsure, please get this number before you proceed. 


2.) For the center you are applying for this award, which of the following best describes its set up. Please read all options clearly before you make your final choice. This cannot be changed in the future as it determines the classification of the award.


3.) We classify entrants into different categories for awards. Which of the following best describes this entry? Please read all options clearly before you make your final choice. This cannot be changed in the future as it determines the classification of the award.


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


5.) What does the contact center do? (Please select all that apply). NOTE: If you don't have a center select N/A.


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


7.) Who are the customers that were affected by the crisis?
 





8.) The center you are submitting for this award - is it for only your company OR is it for say a customer/client of yours


9.) This is for ContactCenterWorld.com ONLY - If the answer to the above question is that its for a client, please name the client and as best as possible explain what they do below otherwise enter NA
Client Name (or enter NA if none)
 



What does the client do? (or enter NA if none)
 





10.) Please explain what happened in detail.
 





11.) Please explain what actions you took when the crisis occurred.
 





12.) Please describe the program in terms of how you mobilized your staff.
 





13.) What technology was used (if any) to help manage the crisis?
 





14.) How long did the crisis last (in days)?
 


15.) What would you consider to be the most successful part of the crisis management program? (Please explain in detail and why you think it's the most successful.)
 





16.) How much did you invest managing the crisis? (In terms of financial and human investment.)
 





17.) What future ideas/plans do you have following this crisis that you can share when it comes to managing a crisis?
 





18.) Who was responsible for managing the crisis?
 





19.) What channels did you use to manage the crisis effectively?
 


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





21.) Who suggested you to enter this award and why? (This is for ContactCenterWorld.com use only)
State persons name
 
Their job title
 
Relationship to you (manager, friend etc)
 
Email (if known)
 
Why did they suggest you enter
 


22.) This question is for ContactCenterWorld.com staff only and no judges will see this! What other awards (internally (within your company) and externally have you won in the last 3 years and if external (outside your company) share a link showing your win so we can verify the wins. If you have not won any state NONE
 





23.) Why is an award from ContactCenterWorld.com so important to you? Explain what it means to you and the company
 





24.) To help judges understand some of your successes in this role and why you should be considered as a finalist for this award, please either (SELECT 1 OR 2) (1) upload a short (no more than 3 minutes) Video (mp4) or Audio (mp3) of you talking about your achievements in the last 12 months. NOTE: Please 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! (2) state in written format clearly why you should be considered as a finalist
 





25.) Finalists are required to present in front of judges. If you qualify for the award finals and are asked to present your best practice tips and experience in 15 - 20 minutes what would you present and why? For example share a list of subjects you would talk about to convince judges you are the best
 



 



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.)Is there a document / plan that staff can easily access in the event of a crisis or is the plan held by a small team who then filter down tasks ?


2.)If yes to the above question, who has access to the plan?


3.)Which of the following staff levels are involved in planning for a crisis and creating the strategy to use?


4.)What actions do you take to ensure your staff are motivated to manage a crisis when it happens?


5.)How often do you review your crisis management plan?


6.)Do you train all your employees in how to manage during a crisis?