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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.
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Best In Customer Service - Award Entry Form

KEY / LEGEND

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1.) What type of industry would describe your operation best? (Select only one.)
 


2.) What is the primary function of the contact center?- Sales- Customer service- Help desk- Other (specify)


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


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


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


6.) How many staff do you have in the center?
 
Full Time
 
Part Time
 
Total FTE


7.) What was the total annual call volume handled by your center last year?
Inbound:
 
Outbound:
 


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


9.) If no to Q8, specify the hours you are open
Monday
 
To
 
Tuesday
 
To
 
Wednesday
 
To
 
Thursday
 
To
 
Friday
 
To
 
Saturday
 
To
 
Sunday
 
To
 


10.) What geographic location(s) does your center serve? (Select all that apply)


11.) What languages does your center support? (Select all that apply)
 


12.) What is the annual budget for the center for this year? State in US Dollars (use Oanda.com for exchange rates)
 
specify currency
 


13.) Is your Center unionized?


14.) When was the center first established? Can you explain the business justification at that time? i.e. Why was it set up?
 





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





16.) Describe your customer service strategy - mission / approach etc
 





17.) How do you ensure consistent and high customer service within your contact center?
 





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


19.) What has been the most effective method you use to collect customer feedback? (Select all that apply.)
 


20.) Who measures customer satisfaction? (Select all that apply.)
 


21.) Who in your company sees your customer satisfaction scores? specify roles i.e. executives, trainers etc
 





22.) Do you give front line agents feedback on customer satisfaction?


23.) Do your agents/representatives receive any individual performance bonuses based on customer satisfaction?


24.) What actions have been taken as a result of measuring customer satisfaction? (Select all that apply.)
 


25.) Provide examples of customer feedback and actions you have taken to enhance customer service as a result of this feedback
 





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





27.) What are your current customer satisfaction levels and how do these compare with 12 months ago?
 





28.) What, if any, supporting information can you provide to show evidence of your current customer satisfaction scores?
 





29.) Do you measure net promoter scores?
 


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


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


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


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


34.) What technologies have had substantial impact on enhancing customer service? Please explain how
 





35.) What type of telephone number(s) do you provide for inbound customers? (Select all that apply.)
 For Customer
Service?
Toll free (800) number
'Local rate' number
Standard area code number
National rate call number
Premium rate/ Higher rate numbers
Unsure


36.) 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
 
seconds


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


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


39.) 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)
 


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


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


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


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


44.) How is an agent's time typically split up?
On calls
Post call; wrap up
Available but idle
Other admin duties
Other (specify)
______
100%


45.) Do you call back abandoned calls?


46.) How quickly do you call back?
 


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


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


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


50.) what additional information can you provide that illustrates why your entry should win this award
 





51.) If you qualify for the regional award finals and are asked to present your customer service strategy in 20 minutes or less, to a panel for judging purposes, what would you present and why?
 




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.)What CRM initiatives have been implemented? (Select all that apply.)
 


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


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


4.)What kind of ergonimic features do you have in place in your center? (Select all that apply.)
 


5.)Is your center designed to accommodate staff with disabilities?


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


7.)When you recruit agents/representatives which of the following methods do you use? (Select all that apply.)
 


8.)When you advertise for staff, how do applicants respond? (Select all that apply)
 


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


10.)What are the 3 most important skills and experience for new agents? (select ONLY 3)
 


11.)Do you do any of the following checks on staff; either during or after you recruit them? (Select all that apply)
 


12.)What are the top three reasons for agent turnover? (select ONLY 3)
 


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


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





15.)What is the average starting salary for an agent?
 
specify currency
 


16.)What is the average starting salary for a supervisor?
 
specify currency
 


17.)What is the average starting salary for a manager?
 
specify currency
 


18.)Do agents use any scripts when dealing with customers inquiries/calls?


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


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


21.)Do you have in place any of the following?


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


23.)How do you match staffing levels to call volumes?
 


24.)What methods do you use to motivate your agents? (Select all that apply)
 


25.)What areas are included in training for ... ? (Select all that apply)
 AgentsSupervisors
Corporate overview
Customer Service Skills
Negotiation skills
Procedural skills
Legislation
Product and service information
 
Other (specify)
 
 
Other (specify)
 


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


27.)How do you ensure consistency across all channels?
 


28.)Rate your use of the following technologies; please tick off all those that apply and if using now, please indicate the supplier (if known)
 Used in the pastUse Today
and Specify Supplier where known
ACD (automatic call distributor)
 
Analytics
 
Disaster recovery solutions
 
Campaign management
 
Contact center analytics
 
CTI (Computer Telephone Integration)
 
Document management
 
Email Management
 
Help desk software
 
IVR (interactive voice response)
 
Message/ wall boards
 
On hold services
 
Quality monitoring/ recording technology
 
Sales force automation
 
Speech verification
 
Universal queue technology
 
Workforce management
 
 
Other (specify)
 
 
 


29.)Do you use speech analytics to measure customer satifaction?


30.)What results have you had?
 


31.)What are the benefits of using speech analytics?