General Information

Industry Sectors

Select the Channels that Your Agents Support

Contact Center Agents may support a single caller contact channel or many channels. Please identify and/or describe all of the contact channels that your Agents regularly handle in the section below.

Describe Other

Other Contact Channel Functions
(Only provide other functions that arecontact related and not one of the already established channels.
DO NOT INCLUDE activites like breaks, training, meetings, or meals.)

If your center performs more than one type of outbound call or the majority of the interactions takes place in the outbound channel, you should take our Outbound Contact Center Survey.

Agents

Number of Full-time Agents

Full-time is usually 40 hours a week. If your center uses a different measurement for full-time that is ok. We are only looking for the number of full-time employees.

Number of Part-time Agents

Part-time is usually less than 36 hours a week. If your center uses a different measurement for part-time that is ok. We are only looking for the number of part- time employees

Please Provide the Following Shift Information

On average, a full-time agent works approximately 250 shifts per year. However, the number of shifts worked by part-time agents may actually be more or less than this, depending upon the average length of shifts and numbers of shifts worked per year.

How many shifts per year for full-time agents

Average paid shift length Full-Time in hours
(incl. lunch & breaks)

Full-Time paid time for breaksand meal(s) in minutes

How many shifts per year for part-time agents

Average paid shift length part-Time in hours
(incl. lunch & breaks)

Part-Time paid time for breaksand meal(s) in minutes

Contacts

What percentage of contacts are business to business

What percentage of contacts are business to consumer

Agent Turnover / Attendance

Annual Percentage Turnover Full-time Agents

Promotional Turnover

All Other Turnover

Average agent attendance in percent

This is a representing how often an agent is NOT absent from work due to an unplanned absence.

Average agent adherence in percent

This represent show closely an agent adheres to his/her detailed work schedule.

Ratio of agents to supervisors (span of control)

Breakdown of Total Contacts Handled

Please identify the contact types that your agents regularly handle during the course of their shift and the estimated time they spend for each identified contact type. Estimated percentages should total 100%. The form provides you arunning total for your convenience.

General Customer Inquiries

Order Taking and Order Tracking

Re-Directing Inbound Calls

Internal Help Desk

Technical Support to External Customers

Complaint / Customer Recovery

Sales Calls

Billing and Collections

Other

Describe Other

Annual Budget

Centers Annual Budget (actual or best estimate)

The privacy of your information is very important to us. We maintain physical, electronic, and procedural safeguards to protect your sensitive information from unauthorized access, or alteration.

Starting Hourly Wage

Average Hourly Wage

Human Resources – All Salary, Benefits, etc

Human Resources - Recruiting, Screening, Training

Communications Network

Technology (incl. Telephony Platform)

Facilities, Furniture & Fixtures

Corporate Allocations and Overhead

Other

Inbound Calls

How many Inbound Calls are offered to your contact center annually

Calls offered is the total number of calls you received over the last 12 months. This includes calls handled and abandoned.

Volume of Inbound Calls handled by a live agent

These are the total number of unique inbound calls received in a given year by the center that are answered by your Contact Center Agents.

Volume of Inbound Calls handled to completion in your IVR

These are the total number of inbound calls received in a given year by the center that are completed within your IVR.

On average, what percent of Inbound Calls were abandoned

This is the percentage of calls that were connected to the ACD, but that were disconnected by the caller before reaching an agent, or before completing a process within an IVR.

Average talk time (ATT) in MINUTES (includes hold time)

This is the sum total of agent time in talk mode, divided by the total number of calls handled by agents.

Average after call work time (ACWT) in MINUTES

This is the total time agents spend performing follow-up work after disconnecting from the caller, divided by the total number of calls handled by agents

Average speed of answer (ASA) in seconds

This is the total answer time (ring time and queue time) divided by the total number of calls answered during the target period.

Average time in queue (or delay) in SECONDS

This is the average wait time that a caller endured waiting for an agent to answer the telephone after being placed in the queue by the ACD

Average time before abandoning in SECONDS

This is the average amount of time a customer waits in queue before abandoning.

Average caller hold time in SECONDS while on phone with an agent

The sum total of all hold time, divided by the number of calls placed on hold for the sametime.

Average auxiliary (Aux) time in percent

This is the average amount of time per shift, in percent, that an agent is logged into an Aux state. This should include all authorized off-line time and no time engaged with calls or contacts.

Percent of calls put on hold by the agent

This is the total average percentage of calls that agents put on hold while the agents performed certain tasks that required the caller to wait on hold.

Percent of calls transferred by an agent

The total number of calls that were transferred by agents (due to their inability to properly handle the call for whatever reason) divided by the total number of unique calls handled by agents.

Calls resolved on first call in percent (FCR)

This is the percentage of calls that were completely resolved during the course of the first inbound call initiated by the customer, and therefore do not require a call back.

Average Cost Per Inbound Call

Outbound Calls Metrics

Average annual agent completed Outbound Calls

This is the total number of Outbound Phone calls generated by your agents annually

Average talk time per Outbound Call in minutes

Average after call work time per Outbound Call in minutes

Average cost per Outbound Call

E-mail Metrics

Average annual volume of E-mail handled by agents

Volume of E-mail handled by auto-response

Average speed of answer in HOURS (use decimal if necessary)

This is the average time to respond to an E-mail.

Average total handle time per E-mail session in MINUTES

This is the total time including after work time to process an E-mail transaction

Average first-contact E-mail resolution rate in PERCENT

Average cost per E-mail

Social Media Metrics

Average annual volume of Social Media sessions handled by agents

Average agent response time in HOURS

Average total handle time per Social Media session in MINUTES

This is the total time including after work time to process a Social Media session.

Average cost per Social Media

Web Chat Metrics

Average annual volume of Web Chats handled

Average speed of answer in SECONDS (use decimal if necessary)

Average total handle time per Web Chat session in MINUTES

This is the total time including after work time to process a web chat transaction

Average first-contact Web Chat resolution rate in PERCENT

Average cost per Web Chat

Postal Mail

Average annual volume of Postal Mail transactions handled

Average total handle time per Postal Mail transaction in MINUTES

This is the total time including after work time to process a White Mail.

Average cost per Postal Mail

Fax

Average annual volume of Fax transactions handled

Average total handle time per Fax transaction in MINUTES

This is the total time including after work time to process a Fax.

Average cost per Fax

Other

Average annual volume of Other Transactions handled

Average total handle time per Other Transaction in MINUTES

This is the total time including after work time to process the Other Transaction.

Average cost per Other

Customer Satisfaction

Contact center has a formal customer satisfactioncollection process

Primary method used to collectcaller feedback on their call experience

Customer Satisfaction Percentage Score

On average, in the past 90 days, to the question, “Overall, how satisfied were you with your experience,” what percentage of your customers gave you the following scores

Very Satisfied

Satisfied

Neutral

Dissatisfied

Very Dissatisfied

Agent Satisfaction

Contact center has a formal mechanism for gathering agent feedback

Agents represented by a labor union

Agent Satisfaction Percentage Score

On average, in the past 90 days, to the question, “Overall, how satisfied are you with your position,” what percentage of your agents gave youthe following scores:

Very Satisfied

Satisfied

Neutral

Dissatisfied

Very Dissatisfied

Technology

Center CTI-enabled

Do you use VOIP

Center utilizes an automatic dialer

Select the ACD vendor you use

Technology Platform Call routing and distribution system your center uses

Type of voice self-service application (IVR) your center uses

Signature

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Date

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Helper CX Questionnaire

General Information

Industry Sectors

Select the Channels that Your Agents Support

Agents

Please Provide the Following Shift Information

Contacts

Agent Turnover / Attendance

Breakdown of Total Contacts Handled

Annual Budget

Inbound Calls

Outbound Calls Metrics

E-mail Metrics

Social Media Metrics

Web Chat Metrics

Postal Mail

Fax

Other

Customer Satisfaction

Agent Satisfaction

Technology

Signature