| |
|
| Question 1: Does your call center conduct its
own recruiting activities? |
| Description of Answer |
Respondents
|
| Yes |
75% |
| No |
25% |
| |
|
| Question 2: What methods do you use to recruit
agents? (Please, mark all that apply). |
| Description of Answer |
Respondents |
| Resumes posted via our website |
36.8% |
| Exclusive recruiting/staffing agency |
7.2% |
| Multiple recruiting/staffing agencies |
21.7% |
| Internet job boards |
36.8% |
| In-house recruiter |
46.1% |
| Print advertising |
52.6% |
| Word of mouth |
55.9% |
| |
|
| Question 3: What training methods do you use in
your call center? (Mark all that apply) |
| Description of Answer |
Respondents |
| Side-by-side individual training |
89.5% |
| Side-by-side group training |
30.3% |
| Classroom training |
75% |
| Computer-based training |
40.8% |
| Web-based training |
15.1% |
| Other |
8.6% |
| |
|
| Question 4: Are your agents compensated based
on performance? (Please, mark all that apply). |
| Description of Answer |
Respondents |
| Yes, based on individual performance |
62.5% |
| Yes, based on call center performance |
27% |
| No, we do not compensate based on performance |
32.9% |
| |
|
| Question 5 :How do you collect time and
attendance information about your agents? (Please, mark all that apply). |
| Description of Answer |
Respondents |
|
Agents log into time and attendance
software system |
25.7% |
|
Time cards, punch cards, or other manual
time collection |
44.1% |
|
Collected automatically by ACD or other CRM
systems |
44.7% |
| Other |
7.9% |
| |
|
