Call Center Mini-Review

Thank you for requesting our Mini Contact Center Review. Please read the following privacy policy before submitting any business information. By using the site, you are accepting the practices described in this privacy and non-disclosure policy. These practices may be changed, but any changes will be posted and changes will only apply to activities and information on a going forward, not retroactive basis. You are encouraged to review the privacy and non-disclosure policy whenever you visit the site to make sure that you understand how any information you provide will be used.

Note: the privacy and non-disclosure practices set forth in this privacy policy are for this web site and Mini Contact Center Review only.

Collection of Information

We collect business information, like names, email addresses, call statistics, staffing information, etc., when voluntarily submitted by our visitors who request a Mini Contact Center Review. The information you provide is used to fulfill your specific request only. This information is only used to fulfill your specific request, unless you give us permission to add you to our mailing lists.

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Distribution of Information

We do not share information with other businesses entities for marketing purposes or for any other reason.

Commitment to Data Security

Your personally identifiable information is kept secure. Only authorized employees, agents and contractors (who have agreed to keep information secure and confidential) have access to this information. All emails and newsletters from this site allow you to opt out of further mailings.

Privacy Contact Information

If you have any questions, concerns, or comments about our privacy policy you may contact us using the information below:

By e-mail: dwalexander@somersetgci.com
By Phone: 1 (301) 868-7343

Mini-Review Form

I agree to the terms of the privacy statement
I authorize SGCi to utilize my information to prepare the requested Mini Review

Yes, send information on your products and services

Your Name:

Would you like us to contact you with your feedback via:

Email Address
Phone Number

Contact Center

Information Type of contact center:

Hours of operation:

Total number of call takers:

What is the average number of hours in a typical call taker work tour?:

Number of call takers available in an average half hour:

Number of call takers on break in an average half hour:

Number of call takers at lunch in an average half hour:

Number of call takers out of office in an average half hour:

Number of call takers not available (non-call activities) in an average half hour:

Number of call takers who work overtime in an average business day:

Average amount of overtime worked per call taker in an average business day:

Call volume per day (calls/day):

Average Talk Time:		Seconds	Minutes
Average after call work Time:		Seconds	Minutes

What is the average length of your breaks?:

How many breaks do call takers get in an average work day:

What is the average length of your lunch?:

Do you provide detailed schedules to call takers?

Yes

If you provide schedules what system do you utilze?

Manually/Using Spreadsheet

by a Force Management System - Specify:

New call taker are trained with which of the following methods?

Formal Training Off-Site	On The Job Training
Formal Training In-House	Partnered with an experienced call taker
Other

Do you provide ongoing training for call takers?:

Do supervisors have the ability to monitor call taker calls?:

From call taker position

From the supervisor's own desk

From a conference room

Do you have an ACD system?

Yes

How long have you had this ACD system?

Years

Months

What type of ACD system is it?:

Do you have an MIS system?

Yes

How long have you had this MIS system?

Years

Months

What type of MIS system is it?:

What measurements are important to your Contact Center?

Metric	Criteria and Description

What are your greatest challenges today in running your business?:

What do you feel that you are doing well? :