SMAART CONTACT CENTRE HEALTH CHECK

  • CONTACT CENTRE HEALTH CHECK

  • Welcome to the Contact Centre Health Check. This should take around 5 minutes and at the end you’ll get a score on the health of your Contact Centre. You will also be able to see how other Contact Centres are performing against Best Practice.

  • We are going to be asking you 12 multiple choice questions. But don’t worry, all information provided is protected under our Privacy Policy which you can read here. With some of the questions we’ll give you instant feedback based on your answers. With others, the answers will be in the report at the end. Enjoy!

  • CONTACT CENTRE HEALTH CHECK

  • Q1: What is your current level of attrition (annualised)?*
  • ''{result}''
  • Q2: What is your current level of absenteeism (annualised)??*
  • ''{q2Result}''
  • Q3: At the moment what level of flexibility do you give your contact centre agents with regards to “where” they work?*
  • Q4: What level of flexibility do your agents have to make changes to their rosters?*
  • Q5: How often do you measure employee engagement (for example through a survey)?*
  • Q6: What was your most recent employee engagement score (out of 100)?*
  • ''{q6Result}''
  • Q7: Do you share and discuss employee engagement scores with staff?*
  • Q8: What is your call abandonment rate?*
  • ''{q8Result}''
  • Q9: What percentage of interactions into your contact centre are caused by a failure?*
  • Q10: What is your most recent customer satisfaction score, if measured out of 100?*
  • ''{q10Result}''
  • Q11: What is your level of adoption around AI?*
  • Q12. Final question… what is the base salary package on offer to a new frontline agent in your contact centre? *
  • Should be Empty: