KrisTEL Questionnaire

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Please complete this short questionnaire to help us keep
up to date with call centre activities. Thank you.

1.

How long has your centre been operating?

Under one year

One year

Three to five years

More than five years

2.

The number of full time agents

Less than 50

50 to 100

100 to 500

more than 500

3.

How many call/contact sites do you have?

One

Two

Three

More than five

4.

Where is the location of your call/contact centre?

Head Office

Independent site

Secondary company offices

Rural

City

5.

Is your training in-house or external?

Yes

No

Combination

Integrated between sites

No training

6.

The agent annual spend per head on development

Less than 1% of annual agent salary

Approx 3% of annual agent salary

Under 5% of annual agent salary

More than 5% annual agent salary

Do not know

7.

How is training distributed throughout the call centre?
(If appropriate, click more than one)

Through call centre management

Through head office HR

Through team leaders and senior agents

Through associations and standards

On an individual basis

As per requested

Part of strategy and growth plans

On the spot mentoring

Computer based training

No training

8.

Do you believe that your call centre is integrated fully into the overall company structure?

No

Yes, and if Yes, which of the following are used

...introduction training

...skill and brand recognition training

...office location

...individual mentors

...internal communications

...external communications

...technology (e.g. Intranet)

...pro-active strategy

9.

Do Head Office directors visit the centre?

Never

More than once a month

Once a month

More than twice in six months

Once a year

Less than once a year

10.

When dealing with customers do agents have

Complete script

Paper guide

Electronic software guide

Full autonomy

CRM skill based training

Mentor/Team leader support

11.

Your details

Your email address

First name

Last name

Position

Company

Address

Postal Code

Country

Telephone