Profile

1. What is your organization’s estimated annual gross revenue (in U.S. dollars)?

Select One Over $500 Million $250-$499 Million $100-$249 Million $50-$99 Million $25-$49 Million $10-$24 Million $1-$9 Million Under $1 Million

2. What is the total number of employees in your company/organization?

3. Which of the following best describes your company/organization?

Select One Manufacturer Distributor Utility Retailer Call Center Services Financial Services Healthcare, Health Services Other Services Government Agency Not-For-Profit Software publisher Publishing Other

If other, please explain:

4. How many customer service/customer contact locations does your organization operate?

5. Where is your primary customer service/customer contact operation located?

Select One New England: CT, MA, ME, NH, RI, VT Mid-Atlantic: DC, DE, MD, NJ, NY, PA South Atlantic: FL, GA, NC, SC, VA, WV South Central: AR, AL, KY, LA, MS, OK, TN, TX East North Central: IL, IN, MI, OH, WI West North Central: IA, KS, MN, MO, ND, NE, SD Mountain: AZ, CO, ID, MT, NM, NV, UT, WY Pacific: AK, CA, HI, OR, WA Canada Other

6. What is the approximate total number of frontline reps in your organization?

7. Do your reps primarily handle all service channels or selected service channels?

Select One All reps handle all channels Reps handle special or assigned channels Some reps handle all channels while others specialize

8. What are your customer service hours?

Normal business hours (up to 5 days/55 hours per week)
Normal business hours plus some evening or weekend hours
24 hours a day, 7 days a week

Customer Service Standards and Benchmarks

1. How are customer contacts received in your service organization? (Total should equal 100%.)

% Phone
% Fax
% Email
% Website chat
% Mail
% Self-service (Web, IVR, etc.)
% Other

If other, please specify:

2. Please provide a breakdown of the types of customer contact your customer service/customer contact operation handles (total should equal 100%):

% Inquiries
% Orders
% Complaints
% Problem-solving
% Technical support
% Other

If other, please specify:

3. What is the average number of phone calls taken per rep per shift?

4. What is the average length of call in minutes for:

Customer service
Technical support

5. How are calls resolved (total should equal 100%)?

% Resolved on first contact
% Resolved on follow-up
% Calls transferred or escalated
% Calls abandoned

6. How quickly are calls abandoned (total should equal 100%)?

% Percentage abandoned in less than one minute
% Percentage abandoned in 1-2 minutes
% Percentage abandoned in 2-5 minutes
% Percentage abandoned after 5 minutes

7. What is the average number of minutes callers spend in queue before speaking with a rep?

8. What is the maximum number of rings your organization allows before a call must be answered?

9. What is the average amount of time a rep spends on the phone during a shift (in hours)?

10. What percentage of their total shifts do reps actually spend on the phone (occupancy rate)?

%

11. Does your organization do any call monitoring for quality purposes?

Yes
No

12. What are the primary metrics your organization captures related to customer service operations performance?

Number of calls handled
Average handle time (average call time)
First call resolution rate
Call follow-up time
Customer call-back rate
Customer satisfaction rate
Rep attendance
Rep occupancy rate
Other

If other, please specify:

13. What is your organization’s average annual rep turnover rate?

%

14. What are the reasons for rep turnover in your organization (total should equal 100%)?

% Promotion
% Transfer to another department
% Rep is terminated
% Rep leaves company
% Company reorganization/downsizing
% Other

If other, please specify:

15. Please indicate any performance standards your organization has established for non-phone contacts including mail, email, fax, webchat, etc.:

16. What is the most important or unique customer service performance standard that your organization has established? Please explain: