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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 Customer Service Professional - Award Entry Form

KEY / LEGEND

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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.
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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.

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


2.) What does the contact center do? (tick all that apply)


3.) What kind of contacts do YOU handle? (tick all that apply)


4.) How many years' experience do you have as a Customer Service professional?
 


5.) How long have you worked at your current contact center?
 


6.) Please state your job title and outline your responsibilities
 





7.) What level would you consider your current role at?


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





9.) What are your personal goals inside the contact center?
 





10.) What skills/attributes do you believe a successful customer service professional requires?
 





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





12.) Are there any personal challenges that you have had to overcome to do your job?
 





13.) Can you describe in detail 2 different situations/scenarios where you have gone above and beyond the call of duty to provide exceptional customer service
 





14.) What additional information are you able to provide that shows why you should be named best in the region?
 





15.) If you qualify for the regional award finals and are asked to present your skills, knowledge, experience in 15 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 is your educational background?
 


2.)If you had a College or University Major, what was your area of specialization?
 


3.)How many days initial training did you receive at your current contact center?
 


4.)Per year, how many days of on-going training do you receive?
 


5.)In which of the following areas have you received training? (check all that apply)
 
 
 


6.)Is your Center unionized?


7.)What are you and other Agents measured against? (check all that apply)
 


8.)Of the criteria above, which do you feel is:
Most important?
 
Why?
 
Least important?
 
Why?
 


9.)Do you receive any individual performance bonuses?


10.)Do you use scripts during a service call?


11.)What is the average length of a Service Call you handle?
 


12.)What is the average length of your shift?
 


13.)How many calls do you handle during an average shift?
 


14.)How did you come to apply for your current position?
 


15.)What methods were used when you were recruited? (check as many as apply)
 


16.)In your opinion, what are the three most important skills and experience for new agents? (please indicate with a 1 for most important, 2 for second and 3 for third)
Basic computer literacyCommunication - written
EducationKeyboarding skills
Previous industry experienceTelephone skills
Communication - verbalCustomer Service Skills
Interpersonal skillsLanguage skills
Sales experienceN/A not applicable
Other (please specify)
 


17.)What features are available to make your contact center more comfortable? (check all that apply)
 


18.)To what degree do you have input into HR policies


19.)What forms of benefits does your Center offer? (check as many as apply)
 


20.)What measures are used to motivate Agents at your Contact Center?
 


21.)Of those you checked, which is MOST valuable to you?
Most valuable:
 
Why?
 


22.)What methods are used to monitor you?
 


23.)Do you have direct input into your shift scheduling?