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

Survey Print

Best In Customer Service Benchmarking Survey




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


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


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


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


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


6.)How many employees do you have at the location you are entering for this award? (award based on location not company as a whole)


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


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? (Please select all that apply)


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


12.)Is your center unionized? ie Trade Union?


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





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





15.)Please describe your customer service strategy - mission / approach etc.
 





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





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


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


19.)Who measures customer satisfaction? (Please select all that apply.)
 


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





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


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


23.)What actions have been taken as a result of measuring customer satisfaction? (Please select all that apply.)
 


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





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





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





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





28.)Do you measure net promoter scores? If yes state the most recent 6 months of data.
If Yes (specify last 6 months)
 


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


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


31.)What are your current scores and define the scale used?.(i.e out of 100 / out of 5)
 


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


33.)Do you use TopPlace2Work.com (from ContactCenterWorld.com) to verify your employee engagement?


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? (Please 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
______
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 25 minutes or less, to a panel for judging purposes, What would you present and why?
 





52.)Who suggested you to enter this award and why? (This is for background information)
 


53.)To help us understand some of your successes relating to this award entry, please upload a short (No more than 5 minute) Video (mp4) OR Audio (mp3) of you talking about your community spirit 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!