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.
What is your name?*
What is your Job Title?*
What is the name of your organization?*
What is your email address?*
example@example.com
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)?*

0 - 10%11-25%26-40%41-60%61-80%80% +
Q1 Score *
Result*
''{result}''
Q2: What is your current level of absenteeism (annualised)??*

0-4%5-8%9-12%13-16%17-20%20% +
Q2 Score *
Q2 Result *
''{q2Result}''
Q3: At the moment what level of flexibility do you give your contact centre agents with regards to “where” they work?*

Full flexibility – Agents choose where they work at least 90% of the timeVery High flexibility – Agents choose where they work at least 80% of the timeHigh flexibility – Agents choose where they work at least 60% of the timeModerate flexibility – Agents choose where they work at least 40% of the timeLow flexibility – Agents choose where they work at least 20% of the timeNo flexibility – Agents do not choose where they work at any time
Q3 Score *
Q4: What level of flexibility do your agents have to make changes to their rosters?*

They can make changes without needing approval or reviewThey can make changes, but leaders or WFP need to review it
Q4 Score *
Q5: How often do you measure employee engagement (for example through a survey)?*

WeeklyMonthlyQuarterlyTwice a yearAnnuallyOnce every two yearsAd hoc
Q5 Score *
Q6: What was your most recent employee engagement score (out of 100)?*

90 +81 - 9071 - 8061 - 7051 - 601 - 50
Q6 Score *
Q6 Result*
''{q6Result}''
Q7: Do you share and discuss employee engagement scores with staff?*

Yes, with all staff including agentsYes, but only with Team Leaders and ManagersYes, but only with ManagersNo, not with anyoneOther
Q7 Score *
Q8: What is your call abandonment rate?*

0 – 3%4 – 6%7 – 9%10 – 12%13 – 15%16 – 18%19 – 21%22% +
Q8 Score *
Q8 Result *
''{q8Result}''
Q9: What percentage of interactions into your contact centre are caused by a failure?*

0-10%11-20%21-30%31-40%41-50%51% +
Q9 Score *
Q10: What is your most recent customer satisfaction score, if measured out of 100?*

90 +81 - 9071 - 8061 - 7051 - 6050 or lower
Q10 Score *
Q10 Result *
''{q10Result}''
Q11: What is your level of adoption around AI?*

Currently using AI to a high levelCurrently using AI to a low-to-moderate levelCurrently using AI in an experimental wayNot using AI, will implement in over the next 12 monthsNo plans to implement
Q11 Score *
Q12. Final question… what is the base salary package on offer to a new frontline agent in your contact centre? *

Less than $50,000 + super$50,000 - $54,999 + super$55,000 - $59,999 + super$60,000 - $64,999 + super$65,000 - $69,999 + super$70,000 + super or higher
Q12 Score *
Total Score*
Should be Empty: