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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 Contact Center Support Professional - Workforce Planning - Award Entry Form

KEY / LEGEND

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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 are the functions of the contact center? (tick all that apply)


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


4.) How many years' experience do you have in Workforce planning/Scheduling?
 


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


6.) What is the specific job title and your key roles/responsibilities?
 





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


8.) What skills, knowledge etc do you have that makes you successful in workforce planning?
 





9.) Give a very specific example of a particular scheduling challenge and illustrate how you overcame the challenge
 





10.) What lessons have you learnt in your role as they relate to staff and service levels? Illustrate with some examples where relevant
 





11.) What contributions have you made to the success of the contact center?
 





12.) What is the most important part of your role? explain so we can understand the reasons behind your response
 





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





14.) If you qualify for the regional award finals and are asked to present your skills/knowledge and 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.)How did you come to apply for your current position?
 


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


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.)In which of the following areas does your Center offer staff training? (Check all that apply)
 


7.)What kind of calls does your center handle?


8.)How many agents work at your Center?
 


9.)How many seats are occupied during an average shift?
 


10.)How many seats are occupied during a peak season shift (if applicable)?
 


11.)How are agents scheduled? (check as many as apply)
 


12.)Does your center employ home-based agents?


13.)If yes to Q26:
What percentage are home-based?
 
How is the home agent's performance monitored? (Please list your methods used, with the primary method listed first)