KrisTEL Questionnaire

Please complete this short questionnaire to help us keep
up to date with call centre activities. Thank you.

How long has your centre been operating?

The number of full time agents

How many call/contact sites do you have?

Where is the location of your call/contact centre?

Is your training in-house or external?

The agent annual spend per head on development

	Less than 1% of annual agent salary
	Approx 3% of annual agent salary
	Under 5% of annual agent salary
	More than 5% annual agent salary
	Do not know

How is training distributed throughout the call centre?
(If appropriate, click more than one)

	Through call centre management
	Through head office HR
	Through team leaders and senior agents
	Through associations and standards
	On an individual basis
	As per requested
	Part of strategy and growth plans
	On the spot mentoring
	Computer based training
	No training

Do you believe that your call centre is integrated fully into the overall company structure?

	No
	Yes, and if Yes, which of the following are used
	...introduction training
	...skill and brand recognition training
	...office location
	...individual mentors
	...internal communications
	...external communications
	...technology (e.g. Intranet)
	...pro-active strategy

Do Head Office directors visit the centre?

10.

When dealing with customers do agents have

11.

Your details