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Best Contact Center Executive / Director 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 select all that apply). If you don't have a center select N/A.

3.)What is main functions of the contact center? (tick all that apply)

4.)What is the annual budget for the center for this year? in US Dollars (use for conversion)
specify currency

5.)Compared to last year, has the budget for the contact center:

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

7.)If No to Q6, specify the hours you are open

8.)What was the total annual volume handled by your center last year? (Best estimate)
Inbound calls
Outbound calls
Web Chat (Live)
Web Chat (Automated)
Facebook Messages
IVR/Speech (Fully Automated)
Other Social Media

9.)Describe the overall strategy behind the center, its functions and how it contributes to the overall success of your organization.

10.)What is your specific job title and key roles/responsibilities? Please be specific

11.)How many years have you been a leader of a team?

12.)How many staff are you responsible for today?
Full Time
Part Time
Total FTE

13.)In the past 12 months, has the number of center staff.

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

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

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

17.)What are the top three reasons for agent turnover including your reasons to let them go? (select ONLY 3)

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

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

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

21.)What are your current scores (last 12 months at most) and define the scale used (i.e. X out of 100% or X out of 5)?

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

23.)Which strategy do you feel has resulted in the biggest reduction of agent turnover?

24.)What are your current service levels across all channels? List them out and state the standards.
List all

25.)What is your staffing ratio for:
Supervisors/team leaders per manager?

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

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

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

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

30.)Please explain how you plan to develop your center in the next 2-5 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.

31.)How would you describe your leadership style? Please explain by giving examples for every style you reference.

32.)What are your key performance targets/performance objectives for your center? Please also illustrate how you perform against these. List as many as you feel are relevant to this entry.

33.)What achievements have you accomplished in the last year for your center?

34.)Tell me about a specific time when you were in a leadership role and were faced with resistance to changes you wanted to implement and how you managed a solution.

35.)What other challenges have you had to overcome in your contact center and how have you done this? Please explain in detail

36.)As a leader which motivates you the most (put in order of priority where 1 is highest and 6 is lowest)
Staff / Employees
Advancement of the center
My career development
If Other, please specify

37.)Regarding the question above, please explain in detail your top 3 and why they are your top 3. Please share examples of how you have positively affected these 3.

38.)How often do you meet a representative group of staff to review their feedback/ideas?

39.)Regarding the above question share details of how you listen to this feedback from your team and what actions you then take.

40.)Which is the best way for employees to contact you? (select Only 1)

41.)Regarding the question above, explain in detail some of the challenges you have faced during the pandemic and how you changed processes to make it easy for staff to engage with you.

42.)What are your plans for the future development of the center?

43.)How many locations do you manage?

44.)How do you manage any staff who work remotely and still keep them motivated / feeling valued?

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

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

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