Survey of Discovery for the Call Center Industry - Remote. 4

Thanks in advance, for taking this short survey,

Ray Osborne

Industry Correspondent

321-345-1513

The poll results are public

I'm an owner of a US Based call center.I'm a manager or supervisor for an US based outsourced call center.I'm a manager or supervisor for a inhouse corporate call center.I'm an employee (CSR ,Sales, Help Desk) of an Inbound or Outbound Call CenterMy call center is offshore to the USI'm a vendor to the call center industry.

NeverYes sometimesYes very oftenNo but we are considering

Yes, 100% of our agents work remotely.Yes, 75% of our agents work remotelyYes, 25% of our agents work remotelyNo, we don't use remote agents and don't plan to.No, we don't use remote agents but we may consider it for the future

Never, everything is virtual from the hire interview to staff meetingsYes, only for the initial hire.Yes, once a month for staff meetings.Yes, more than one a month.

are required to provide their own PCare required to provide their own broadband are not paid during traininghave to provide a fee for traininghave to pay for their own background checkcan use a Apple Macother not listed here

We will be expanding with new agents in the future.We will be maintaining the status quo.We will be reducing or have reduced this part of the operation.We will be looking at new equipment or services for this part of the operation.

Survey of Discovery for the Call Center Industry - Remote. 4

Please list the most appropriate answers. No Vendors please.

Please list another job category for the above that is more appropriate.

Choose your most typical campaigns: Please rate 0% (1) the least involvement and 100% (5) the highest

Does any of your call center activities involve accepting credit card payments?

Please enter your most commonly used KPI (Key Performance Indicators) for your call center in the box below..

Please list the most appropriate answers regarding your use of remote agents.

Do you require your agents to report in physically to an office?

Please choose the most appropriate answers; Remote agents

Our remote agents use

Rate the following issues for a remote agent call center: Please rate the following from (1) the least challenging and (5) the most challenging

What other issues that you think should be added to the above section?

Regarding your remote agent call center

Any additional comments for the above section? ie: If you reduced or eliminated your remote section, what were the reasons for doing this?

Please list the skill sets most appropriate for your help desk, ie: Citrix Admin,Windows 7

What publications and media do you read or participate in?

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