CUSTOMER SERVICE CONTACT CENTRE (over 100 seats)

This category is open to any contact centre company who employs over 100 people.

The judges will be looking for:

• High levels of customer service & support
   
• A clear customer service & complaints policy
   
• Communication between management, employees and customers
   
• Evidence of staff motivation and development
   
• Financial success and customer engagement

Sample Questions:

1. Describe the business in which the contact centre operates including staffing structures and where the company sits versus it's competitors.
    
2. Outline the company's customer service and complaints policy.
    
3. What are the key measurements involved with the service? How do measured results compare with company objectives and industry standards?
    
4. What would you identify as the biggest challenge facing the company at present?
    
5. Describe the biggest achievement of the contact centre team during the last 12 months.
    
6. How is customer feedback dealt with by the contact centre?
    
7. How are the staff trained and motivated? Please outline the staff retention record.
    
8. What training and induction programme is in place for new members of the team? Please include details of any ‘buddy' system that may be in place.
    
9. Outline the career development possible in your contact centre.
    
10. Who do you consider to be stakeholders in your organisation? Please include how you consider their needs in the business.
     
11. What has the contact centre done in the last 12 months that is innovative, creative or has developed the customer service and complaints process. Please include the results.
     
12. Please provide a full summary of success including financial results.