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The save button will prompt you to save the form to your computer. It will ask you to name and save to a location on your computer. Take note of this location. You can

reopen the pdf and continue editing the survey until you have all the questions answered. When you are finished please use the submit button to validate your

answers and e-mail your completed survey to us.

Save

Please use one questionnaire for each contact center in your company.

Your individual performance data will be kept in strict confidence on our secure servers.

Please use US Dollar equivalents when responding to all questions concerning moneys.

This AUTOMATED / INTERACTIVE PDF document is made available to facilitate your collection and reporting of data directly into BenchmarkPortal’s database. Please enter your answers to survey questions directly into the PDF and e-mail the “signed and validated” PDF file to :

This survey may be used by Centers which predominantly handle one channel (e.g. inbound telephone transactions) as well as Multi Chan-nel, or Blended, Contact Centers which support more than one channel, such as inbound calls, e-mail, web chat, social media, postal mail, or out-bound contacts. Contacts may be with either external or internal customers.

Catalog - Retail/WholesaleChemicals - Consumer/Industrial /PharmaceuticalComputer - HardwareComputer - SoftwareConsumer Products - ConsumableConsumer Products - Durable GoodsConsumer Products - ElectronicsConsumer Products - Non-Durable GoodsConsumer Products - OtherEducationFinancial Services - AnnuityFinancial Services - BankingFinancial Services - BrokerageFinancial Services - Credit CardFinancial Services - OtherFreight - Rail/Trucking/ShippingGovernment - FederalGovernment - LocalGovernment - Service ProvidersGovernment - Service Providers, Health CareGovernment – Soc. Svcs., Health & WelfareGovernment - State/ProvincialHealth Care - Medical EquipmentHealth Care - Provider/Hospitals

Health Care - Support ServicesImmediate Response ServicesInsurance - HealthInsurance - LifeInsurance - OtherInsurance - Property & CasualtyLevel-One Technical SupportManufacturing - Industrial/ConstructionManufacturing - LightManufacturing - TransportationMedia - Infomercial/Direct MarketingMedia - TV/ISP/Cable/Dish/Radio Media - Publishing/Newspaper/MagazineNot for ProfitTelecom - Cellular/WirelessTelecom - Service/LandlineTelecom - TechnologyToll OperatorsTransportationTravel & HospitalityUtilities - Energy ResellerUtilities - Investor Owned (IOU) Utilities – Municipal Other

Industry Sectors:Select the Industry that best matches your contact center.

First Name: *

E-mail Address: *

Contact Center Name: *

Contact Center City: *

Contact Center Zip Code: *

Phone Number: *

Company Website: *

Contact Center Country: *

Contact Center State: *

Contact Center Street Address: *

Company Name: *

Last Name: * * Required

BenchmarkPortal Senior Consultant Name: BenchmarkPortal Relationship Manager Name:

Full Time Agents

Total Number of Full Time Agents: *Full Time Agents

Full-time is usually 40 hours a week. If your center uses a different measurement for full-time that is ok. We are only looking for the number of full-time employees.

Part Time Agents

Total Number of Part Time Agents: *Part Time Agents

Part-time is usually less than 36 hours a week. If your center uses a different measurement for part-time that is ok. We are only looking for the number of part- time employees.

Select the Channels that Your Agents Support

Inbound Calls

Outbound Calls

E-mail

Web Chat

Social Media

Other Contact Channel Functions

Postal Mail

Fax

Contact Center Agents may support a single caller contact channel or many channels. Please identify and/or describe all of the contact channels that your Agents regularly handle in the section below.

If your center performs more than one type of outbound call or the majority of the interactions takes place in the outbound channel, you should take our Outbound Contact Center Survey.

Only provide other functions that are contact related and not one of the already established channels. DO NOT INCLUDE activites like breaks, training, meetings, or meals.

Describe Other

Describe Other

Follow Up To Inbound

Dispatch Service Calls

Other Outbound Calls

On average, a full-time agent works approximately 250 shifts per year. However, the number of shifts worked by part-time agents may actually be more or less than this, depending upon the average length of shifts and numbers of shifts worked per year.

Please Provide the Following Shift Information

Average paid shift length Full Time in hours: (incl. lunch & breaks)

Hour Shifts

Average paid shift length Part Time in hours: (incl. lunch & breaks)

Hour Shifts

How many shifts per year for full-time agents:

Shifts Per Year

How many shifts per year for part-time agents:

Shifts Per Year

Full Time paid time for breaks and meal(s) in minutes:

Minutes

Part Time paid time for breaks and meal(s) in minutes:

Minutes

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This represents how closely an agent adheres to his/her detailed work schedule.

Average agent adherence in percent:

%This is a representing how often an agent is NOT absent from work due to an unplanned absence.

Average agent attendance in percent:

%

Promotional Turnover:%

All Other Turnover:%

Annual Percentage Turnover Full-time Agents:

%

Group Total

Total must equal 100%%

Agent Turnover / Attendance

Agents

Ratio of agents to supervisors (span of control):Supervisor:

Please provide the total turnover percentage for full time agents. This would be something less than 100%. The Promotional and All Other Turnover needs to equal 100%. Example 15% total turnover 80% promotional 20% All Other.

Occupancy

Average Occupancy%

The percentage of total paid hours of an Agent’s shift during which the Agent is logged in to the ACD or other technology and is available to handle inbound phone, outbound phone, e-mail, chat and other productive work (white mail or back office work), divided by the total scheduled hours at work.

Utilization

Average Utilization%

The percentage of the Agents’ shift engaged in productive work. For telephone only this is the percentage of logged-in time during which the Agent is in active telephone mode (involving talk time, hold time and after-call work time). For multi-channel include all other channel work that is tracked.

Inbound Calls:

%

Outbound Calls:%

Fax:%

Responded to Web Chat:

%

Responded to E-mail:

%

Postal Mail:

%

Other:

%

Responded to Social Media:

%

Group Total Total must equal 100%

%

Group Total Total must equal 100%

%

What percentage of contacts are business to business:

%

What percentage of contacts are business to consumer:

%

How Agents Spend Their Time Please provide the percent of time your agents are dedicated in each channel. The total of the group should equal 100%

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Percentage of Total Budget AllocationHuman Resources – All Salary, Benefits, etc.:

%

Facilities, Furniture & Fixtures:

%

Corporate Allocations and Overhead:

%

Other:

%

Human Resources - Recruiting, Screening, Training:

%

Communications Network:

%

Technology (incl. Telephony Platform) :

%

Annual BudgetCenters Annual Budget: (actual or best estimate)

$

Group Total Total must equal 100%

%

The privacy of your information is very important to us. We main-tain physical, electronic, and procedural safeguards to protect your sensitive information from unauthorized access, or alteration.

yrStarting Hourly Wage:

$Average Hourly Wage:

$

Breakdown of Total Contacts HandledPlease identify the contact types that your agents regularly handle during the course of their shift and the estimated time they spend for each identified contact type. Estimated percentages should total 100%. The form provides you a running total for your convenience.

General Customer Inquiries:

%

Technical Support to External Customers :

%

Internal Help Desk:

%

Complaint / Customer Recovery:

%

Order Taking and Order Tracking:

%

Sales Calls:

%

Billing and Collections:

%

Re-Directing Inbound Calls:

%

Other:

%

Group Total

Total must equal 100%%

Describe Other

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Inbound Calls

On average, what percent of Inbound Calls were abandoned:%This is the percentage of calls that were connected to the ACD, but that were disconnected

by the caller before reaching an agent, or before completing a process within an IVR.

Volume of Inbound Calls handled by a live agent:yrThese are the total number of unique inbound calls received in a given year by the center that

are answered by your Contact Center Agents.

Volume of Inbound Calls handled to completion in your IVR:yrThese are the total number of inbound calls received in a given year by the center that are

completed within your IVR.

How many Inbound Calls are offered to your contact center annually: Calls offered is the total number of calls you received over the last 12 months. This includes calls handled and abandoned.

yr

Average talk time (ATT) in MINUTES (includes hold time):minThis is the sum total of agent time in talk mode, divided by the total number of

calls handled by agents.

Average after call work time (ACWT) in MINUTES:minThis is the total time agents spend performing follow-up work after disconnecting from the caller,

divided by the total number of calls handled by agents.

Average time in queue (or delay) in SECONDS:secThis is the average wait time that a caller endured waiting for an agent to answer the telephone

after being placed in the queue by the ACD.

Average auxiliary (Aux) time in percent:%This is the average amount of time per shift, in percent, that an agent is logged into an Aux state.

This should include all authorized off-line time and no time engaged with calls or contacts.

Average time before abandoning in SECONDS :secThis is the average amount of time a customer waits in queue before abandoning.

Average caller hold time in SECONDS while on phone with an agent:secThe sum total of all hold time, divided by the number of calls placed on hold for the same time.

Average Cost Per Inbound Call: $

Calls resolved on first call in percent (FCR):%This is the percentage of calls that were completely resolved during the course of the first inbound

call initiated by the customer, and therefore do not require a call back.

Percent of calls transferred by an agent:%The total number of calls that were transferred by agents (due to their inability to properly handle the

call for whatever reason) divided by the total number of unique calls handled by agents.

Percent of calls put on hold by the agent: %This is the total average percentage of calls that agents put on hold while the agents performed

certain tasks that required the caller to wait on hold.

Average speed of answer (ASA) in seconds.: This is the total answer time (ring time and queue time) divided by the total number of calls answered during the target period.

sec

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Average after call work time per Outbound Call in minutes: min

Average cost per Outbound Call: $

yr

Average talk time per Outbound Call in minutes: min

Average annual agent completed Outbound Calls:This is the total number of Outbound Phone calls generated by your agents annually.

Outbound Call Metrics

E-mail Metrics

Average annual volume of E-mail handled by agents:

Volume of E-mail handled by auto-response : yr

Average speed of answer in HOURS (use decimal if necessary): hr

Average total handle time per E-mail session in MINUTES:min

Average first-contact E-mail resolution rate in PERCENT: %

yr

This is the total time including after work time to process an E-mail transaction.

Social Media Metrics

Average annual volume of Social Media sessions handled by agents: yr

Average agent response time in HOURS:

Average total handle time per Social Media session in MINUTES minThis is the total time including after work time to process a Social Media session.

This is the average time to respond to an E-mail.

Average cost per E-mail: $

Average cost per Social Media: $

hr

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Web Chat Metrics

Average annual volume of Web Chats handled: yr

Average speed of answer in SECONDS (use decimal if necessary): sec

Average first-contact Web Chat resolution rate in PERCENT: %

Average total handle time per Web Chat session in MINUTES: minThis is the total time including after work time to process a web chat transaction

Average cost per Web Chat: $

Postal Mail

Average annual volume of Postal Mail transactions handled: yr

Average total handle time per Postal Mail transaction in MINUTES:minThis is the total time including after work time to process a White Mail.

Average cost per Postal Mail: $

Fax

Average annual volume of Fax transactions handled: yr

Average total handle time per Fax transaction in MINUTES:minThis is the total time including after work time to process a Fax.

Average cost per Fax: $

Other

Average annual volume of Other Transactions handled: yr

Average total handle time per Other Transaction in MINUTES:minThis is the total time including after work time to process the Other Transaction.

Average cost per Other: $

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Customer Satisfaction

Agent Satisfaction

Customer Satisfaction Percentage Score

Agent Satisfaction Percentage Score

Contact center has a formal mechanism for gathering agent feedback:

On average, in the past 90 days, to the question, “Overall, how satisfied were you with your experience,” what percentage of your customers gave you the following scores:

On average, in the past 90 days, to the question, “Overall, how satisfied are you with your position,” what percentage of your agents gave you the following scores:

Agents represented by a labor union:

Customer / Agent Satisfaction

Contact center has a formal customer satisfaction collection process:

Yes No

Yes No Yes No

Primary method used to collect caller feedback on their call experience:

After Call IVR Surveys Follow-up Postal MailOtherFollow-up Outbound

Follow-up E-mail

Very Dissatisfied%

Dissatisfied%

Neutral%

Satisfied%

Very Satisfied%

Very Dissatisfied%

Dissatisfied%

Neutral%

Satisfied%

Very Satisfied%

Group Total Total must equal 100%

%

Group Total Total must equal 100%

%

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Digitally signing the survey is optional. If you have a digital signature please sign. If not leave blank.

Technology Platform

Technology

Center CTI-enabled:

Center utilizes an automatic dialer:

Do you use VOIP:

PBX

ACD

DTMF (Touchtone)

Speech Enabled

Natural Language

Directed Language

Cloud Based / Hosted

Other

Other

Cloud Based / Hosted

Call routing and distribution system your center uses:

Select the ACD vendor you use:

Type of voice self-service application (IVR) your center uses:

Technology Platforms

Yes No Yes No

Yes No

Sign Here:

ATTHosted-NortelAlcatelAspectAvayaCiscoFive 9Global LucentI3InContactLive VoxNortelPanasonicSBC8-8 ImportOther

Adobe Acrobat / Reader Required for

Form Computations

SaveThe save button will prompt you to save the form to your computer. It will ask you to name and save to a location on your computer. Take note of this loca-tion. You can reopen the pdf and continue editing the survey until you have all the questions an-swered. When you are finished please e-mail your completed survey to us.