Your Name: Would you like us to contact you with your feedback via: Email Email Address: Telephone Telephone Number: (include country code if not US) Company Information Company Name: Location: North America Africa Asia Australia Europe South America Other Line of Business: Financial Government Manufacturing Retail Service Software Telecommunications Other Contact Center Information Size of Contact Center: 1-10 Contact Representatives 11-50 Contact Representatives 51-200 Contact Representatives 200+ Contact Representatives Type of Contact Center: Inbound Outbound Inbound and Outbound Number of Contact Representative positions: Call volume per day (calls/day): Average Talk Time: seconds minutes Average Transaction Time: seconds minutes Average Agent Utilization: percent Non-call work is: Back Office Training Breaks Correspondence (email/fax) Unaccounted for/Other Scheduling of Contact Representatives is handled: Manually/Using Spreadsheet by a Force Management System - Specify: How often do Contact Representatives work Overtime? Contact Representatives NEVER work overtime. Contact Representatives RARELY work overtime. Contact Representatives REGULARLY work overtime. Contact Representatives OFTEN work overtime. New Contact Representatives are Trained with which of the following methods? Formal Training Off-Site On The Job Training Formal Training In-House Partnered with an experienced Contact Representative Other Other Training Specify: Do you provide ongoing training for Contact Representatives? 1-3 days per year 4-10 days per year 10+ days per year Do supervisors have the ability to monitor employee calls? From the employee position. From the supervisor's own desk. From a conference room. Do you have an ACD system? Yes No How long have you had this ACD system? Years Months What type of ACD system is it?: Do you have an ACD Management Information System (MIS) ? Yes No 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? Hold Time Criteria: Talk Time Criteria: Service Level Criteria: Adherence to Schedule Criteria: Occupancy Criteria: What are your greatest challeges today in running your business? What do you feel that you are doing well? Once the form has been submitted, a Somerset Analyst will contact you within a few days with the results of your InTELEgent QuickCheck. Glad we could be of service!
Your Name:
Would you like us to contact you with your feedback via:
Average Agent Utilization:
Manually/Using Spreadsheet by a Force Management System - Specify:
Do you provide ongoing training for Contact Representatives? 1-3 days per year 4-10 days per year 10+ days per year
Do supervisors have the ability to monitor employee calls?
Do you have an ACD system? Yes No How long have you had this ACD system? Years Months What type of ACD system is it?:
Do you have an ACD Management Information System (MIS) ? Yes No 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?
What are your greatest challeges today in running your business?
What do you feel that you are doing well?
Once the form has been submitted, a Somerset Analyst will contact you within a few days with the results of your InTELEgent QuickCheck. Glad we could be of service!
