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Quality Assurance Programs - One Minute Survey

Page One

This survey is to gather data about your center's Quality Assurance Program. Participants will receive a summary report of data compliments of BenchmarkPortal.

BenchmarkPortal appreciates your time and effort in contributing valuable data to our research.

Note*
Responses are anonymous, and will only be reported by average. We're gathering this information for statistical purposes only.
The data will not be used to identify you personally, or your Company, in any way.

1. What is the primary purpose of your QA program?Please check all that apply.
2. What tools/technology do you use in your QA evaluation process?Please check all that apply.
3. What is the scale you use to score your agent’s performance?
4. Who does the quality evaluations (i.e. "scoring")?Please check all that apply.
5. Who provides the feedback to the agent?Please check all that apply.
8. How frequently are agents provided feedback (comments about call evaluation)?
9. How is feedback about the call evaluation (not coaching) provided?
10. How often do agents receive coaching (reviewing the evaluation/feedback and discussing how to improve performance)?
11. Do Agents listen to their call(s) prior to or during the coaching session?
12. Are you satisfied with your current process?
13. Do you do calibration sessions for those who evaluate the calls?
14. How frequently?
15. Would you be interested in learning more about best practices in quality evaluation processes or coaching methods?
This question requires a valid email address.
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