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 Customer Service Team Award Questions




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


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


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


4.)How many people are in your team? (Your team number must be between 2-20 max)
 


5.)How is your team structured? (If you want to share more details, attach an organization chart however do not show company or individual names just titles.)
 





6.)Please share the full name and title of the person who leads your team. (This section will not be shared with the judges.)
 





7.)What is your team's role and reason for existence? Please explain in details to help judges.
 





8.)How many other teams do the same role? Please enter the number below.
 





9.)If your company has several teams, where do you rank? i.e. 1st/2nd etc. If no other teams rank #1/1
 





10.)How do you measure the team's performance? Please explain in detail.
 





11.)Please share your team's projects or successes in the last 12 months.
 





12.)Please share some challenges the team had to overcome in the last 12 months and how you overcame them!
 





13.)What are the projects/tasks/enhancements you are planning to do in the future with the team and how will this affect the team's performance?
 





14.)What do you consider are the strengths of the team and how does the team contribute to the success of the company?
 





15.)What knowledge and skills do you look for when recruiting for your team? Please explain in details any unusual skills.
 





16.)What is the average age of your team members?
 





17.)How do team members work with each other? For example how they interact and share tasks/priorities.


18.)Can you share some of the activities / methods use to motivate and inspire the team and state what you did/do during the pandemic when it was not always possible to have teams together in close contact ?
 





19.)Who (job title only) is responsible for setting the targets/goals/objectives for the team and share the details of what you were aiming to achieve in the last 12 months and where you ended up against these ?
 





20.)Please explain how the team manages feedback internally and externally - i.e. tools used and how the feedback is assessed and actioned. If you have example of feedback and what was actioned as a result please include the details.Also include how often the team reviews feedback and how actions are communicated to those giving the feedback.
 





21.)How do you know you are providing excellent customer service?
 





22.)What kind of customers does your team serve?


23.)What is the financial status of the center you work in?
 


24.)How many different languages does your team support (include the national language of the country you are in)
 


25.)Please describe your customer service strategy - mission/approach etc in detail.
 





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


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


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





29.)Do you give customer service staff feedback on customer satisfaction?


30.)Please provide examples of customer feedback and actions you have taken to enhance customer service as a result of this feedback.
 





31.)Which of the following are important measures for the team?
 
 


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


33.)What are your current employee engagement scores and define the scale used?
 


34.)If you qualify for the finals and are asked to present your teams success to a panel for judging purposes, what would you present and why?
 





35.)To help us understand some of your successes in this role, please upload a short (no more than 5 minute) Video (mp4) OR Audio (mp3) of you talking about your 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!
 





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