One-Minute Survey Reports

This ground-breaking survey reports on Key Performance Indicators for alternative communication mediums such as Email and Web Chat in addition to Phone.  KPI's such as average annual volume, average speed of answer, average response time, average first contact resolution, average agent occupancy, average agent utilization, up-sell/cross-sell close rate and average cost per contact are reported on per communication channel.

Survey Report Date: 4/10/2010

This survey explores the issue of customer satisfaction (CSAT) surveys conducted by call centers, including frequency of surveys, methods of selecting callers to survey, limiting factors that prevent more frequent CSAT surveys, timing of CSAT surveys following a call, methods of fielding CSAT surveys, operational improvements implemented resulting from CSAT survey results, audience for CSAT reports, and processes in regular use in respondent centers.

Survey Report Date: 6/11/2007

Reports the type and percentage of calls outsourced to home based agents, percentage of workforce that work from home, details regarding the use of home-base (virtual) agents, attitudes of call center managers regarding the use of home-based agents; also surveys the selection criteria for and the use of vendors that employ home based agents.

Survey Report Date: 9/22/2004

Surveys percentage of call centers that engage their agents in up-selling and cross-selling, quotas for agents that up-sell and/or cross-sell, transfers of calls to third parties, types of centers, percentage of calls that result in an up-sell/cross-sell, percentage that result in a sale, and average value of sale.

Survey Report Date: 7/15/2005

Sponsored by HyperQuality, this survey covers who does agent coaching, ranks how important coaching is to the success of the center, selection of coaches, training given to new coaches, most important personality traits of coaches, and presents 108 responses to the question, “What was your most unique coaching experience?”

Survey Report Date: 2/15/2008

Sponsored by Samsung, this survey addresses the issue of triage processes in place for technical support calls and field service support, including ranking the highest priority for performing triage, metrics tracked in connection with triage support, incentive compensation for triage support agents, and a tabulation of verbose responses of respondents’ most successful initiatives to minimize field service visits and/or to ensure that such visits are successful and final on the first visit.

Survey Report Date: 7/14/2009

Surveys agent scheduling methods used by respondent call centers, scheduling at-home agents, shift bidding, methods for communicating shift schedules to agents, using call routing in combination with agent scheduling, and verbose responses to the question, “How do you schedule your agents?”

Survey Report Date: 3/26/2007

This ground-breaking survey explores the use of symbols to record and retrieve caller information, and covers survey respondents’ attitudes about and perceived benefits of using symbols for data entry and retrieval, best applications within a call center for the use of symbols, and value of symbol methodology to the call center.

Survey Report Date: 11/29/2005

Sponsored by HyperQuality, this survey explores the process of software acquisition by contact centers, including purchasing authority and approval, authorized purchasing levels, decision to purchase criteria, and how contact centers prefer to be introduced to new software solutions.

Survey Report Date: 12/16/2008

Sponsored by CallTalk, addresses the use and importance of social networking in the call center workplace, including use of social network sites to learn about industry best practices, listing of social network sites by percentage of participant usage, sources other than social network sites referred to for information and education, and frequency of usage.

11/24/2009