Quiz Questions

1.
Which channels do your agents currently use to help your customers? Choose all that apply.
- A.
  Phone
- B.
  Live Chat
- C.
  Email
- D.
  SMS/Text
- E.
  Social Media
2.
Which channels, if any, do you plan to add in the next year? Please select all that apply.
- A.
  Phone
- B.
  Live chat
- C.
  Email
- D.
  SMS/text
- E.
  Social media
- F.
  I do not plan to add channels.
3.
How is your team distributed?
- A.
  100% in person at a brick and mortar location
- B.
  Hybrid: Agents work from home and check in to the office periodically
- C.
  100% remote (agents live outside of driving distance from the office)
4.
In the past two years, have you expanded your physical brick and mortar location to accommodate more staff?
- A.
  Yes
- B.
  No
- C.
  No, because we hired remote agents
5.
In the past two years, your team has been...
- A.
  Consistently short-staffed
- B.
  Sufficiently staffed on a consistent basis
- C.
  Consistently over-staffed
6.
In the past two years, have you reduced non-core business hours due to staffing challenges?
- A.
  Yes, but it has not impacted customer satisfaction.
- B.
  Yes, and it has impacted customer satisfaction.
- C.
  No
7.
Let's talk about your KPIs. Does your contact center have a hard time meeting its first contact resolution KPI?
- A.
  Yes
- B.
  No
- C.
  Yes, but that's normal considering the types of inquiries we field.
8.
How is your team performing against average response time goals?
- A.
  Not meeting response time goals
- B.
  Meeting response time goals
- C.
  Performing better than response time goals
- D.
  I'm not sure
9.
How is your team performing against its abandonment rate goals?
- A.
  Not meeting abandonment rate goals
- B.
  Meeting abandonment rate goals
- C.
  Performing better than abandonment rate goals
- D.
  I'm not sure
10.
Are your KPI challenges seasonal, or consistent year-round?
- A.
  We see seasonal challenges due to increased demand
- B.
  My KPI challenges are consistent year-round
11.
What is your agent attrition/turnover rate?
- A.
  Less than 20%
- B.
  20-40%
- C.
  40-60%
- D.
  More than 60%
- E.
  I'm not sure, but turnover is a problem.
- F.
  I'm not sure, but turnover is NOT a problem.
12.
How many agents work in your contact center?
- A.
  < 20 Agents
- B.
  20-50 Agents
- C.
  60-80 Agents
- D.
  80-100 Agents
- E.
  100-120 Agents
- F.
  120+ Agents
13.
Do you have a business continuity or disaster recovery plan?
- A.
  Yes
- B.
  No
- C.
  I'm not sure
14.
Let's talk tech. As a contact center team, how effectively or completely are you using your technology platforms?
- A.
  Expert – we know it well and use it to its full capacity.
- B.
  Pretty good – we use some/most of what was shown in training but could do more.
- C.
  Basic – we run pre-arranged reports we saw in training that were set up by vendor.
- D.
  Hands-off – IT or someone outside of my team runs reports.
15.
How about the cost of running your tech stack. Is the cost of maintaining your current technology a concern?
- A.
  Yes
- B.
  No
16.
Lastly, which aspects of your tech stack are lacking or in need of improvement? Select all that apply.
- A.
  Workforce management
- B.
  Quality management
- C.
  Telephony
- D.
  Training or learning management system
- E.
  Case management or CRM system
- F.
  Chat/SMS
- G.
  None

Quiz Outcomes

1.
Top Performer
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Outstanding - your contact center is running like a well-oiled machine! Stay ahead of the game, and positioned for continued success. KellyConnect supports high-performing contact centers like yours with people+technology solutions for profitable growth.Watch your email for a summary of your results, and additional resources from KellyConnect.
2.
Rising Star
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Fantastic - you've got some great systems, technology, and people in place! There's still room for improvement. KellyConnect is the go-to partner of contact centers looking for people + tech solutions centered around delivering high performance. Watch your email for a summary of your results, and additional resources from KellyConnect.
3.
Work in Progress
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Good news - there's opportunity for great improvement. Leveling-up your contact center doesn't have to be intimidating. KellyConnect is the go-to partner of contact centers in search of solutions centered on improved performance and profitability. Watch your email for a summary of your results, and additional resources from KellyConnect.