Contact Centre 2012 surveyContact Centre 2012 survey

Have you had good experiences with UK and off shore call centres? Share your recent experience with us to qualify for our iPad prize draw.

Your response should only take 5 minutes and we will use the survey results to help improve call centres – hopefully making them a bit better for you.

1. In the last six months in what areas of your life have you used call centres? Please tick all that apply

In the last six months in what areas of your life have you used call centres? Please tick all that apply I called my bank/building society

I called my home or mobile telephone provider

I called NHS direct or similar healthcare

I called someone about a holiday, or travel

I called my local council

I called about my tax, or other item run by central Government

I called to order goods

I called my utility company

Other (please specify)

2. Please express your preferences about the use of different contact methods by businesses.

	Favourite	Like	Impartial	Dislike	Hate	Never used	Choose not to use
In person	*Please express your preferences about the use of different contact methods by businesses. In person Favourite	In person Like	In person Impartial	In person Dislike	In person Hate	In person Never used	In person Choose not to use
By phone	By phone Favourite	By phone Like	By phone Impartial	By phone Dislike	By phone Hate	By phone Never used	By phone Choose not to use
Skype	Skype Favourite	Skype Like	Skype Impartial	Skype Dislike	Skype Hate	Skype Never used	Skype Choose not to use
Call-back	Call-back Favourite	Call-back Like	Call-back Impartial	Call-back Dislike	Call-back Hate	Call-back Never used	Call-back Choose not to use
Email	Email Favourite	Email Like	Email Impartial	Email Dislike	Email Hate	Email Never used	Email Choose not to use
Instant messaging	Instant messaging Favourite	Instant messaging Like	Instant messaging Impartial	Instant messaging Dislike	Instant messaging Hate	Instant messaging Never used	Instant messaging Choose not to use
Twitter	Twitter Favourite	Twitter Like	Twitter Impartial	Twitter Dislike	Twitter Hate	Twitter Never used	Twitter Choose not to use

3. In the following questions please state your strength of agreement with the following statements. Please base your response on your experiences over the last six months.

	Strongly agree	Slightly agree	Neither agree nor disagree	Slightly disagree	Strongly disagree
I have had difficulty understanding call centre operatives on at least one occasion	*In the following questions please state your strength of agreement with the following statements. Please base your response on your experiences over the last six months. I have had difficulty understanding call centre operatives on at least one occasion Strongly agree	I have had difficulty understanding call centre operatives on at least one occasion Slightly agree	I have had difficulty understanding call centre operatives on at least one occasion Neither agree nor disagree	I have had difficulty understanding call centre operatives on at least one occasion Slightly disagree	I have had difficulty understanding call centre operatives on at least one occasion Strongly disagree
I have been asked for the same details twice on one call with a call centre.	I have been asked for the same details twice on one call with a call centre. Strongly agree	I have been asked for the same details twice on one call with a call centre. Slightly agree	I have been asked for the same details twice on one call with a call centre. Neither agree nor disagree	I have been asked for the same details twice on one call with a call centre. Slightly disagree	I have been asked for the same details twice on one call with a call centre. Strongly disagree
If I called a call centre with a complaint it was generally resolved to my satisfaction.	If I called a call centre with a complaint it was generally resolved to my satisfaction. Strongly agree	If I called a call centre with a complaint it was generally resolved to my satisfaction. Slightly agree	If I called a call centre with a complaint it was generally resolved to my satisfaction. Neither agree nor disagree	If I called a call centre with a complaint it was generally resolved to my satisfaction. Slightly disagree	If I called a call centre with a complaint it was generally resolved to my satisfaction. Strongly disagree
If I called a call centre with a query it was generally answered adequately.	If I called a call centre with a query it was generally answered adequately. Strongly agree	If I called a call centre with a query it was generally answered adequately. Slightly agree	If I called a call centre with a query it was generally answered adequately. Neither agree nor disagree	If I called a call centre with a query it was generally answered adequately. Slightly disagree	If I called a call centre with a query it was generally answered adequately. Strongly disagree
If I called a call centre with a query I generally got a solution on the first call.	If I called a call centre with a query I generally got a solution on the first call. Strongly agree	If I called a call centre with a query I generally got a solution on the first call. Slightly agree	If I called a call centre with a query I generally got a solution on the first call. Neither agree nor disagree	If I called a call centre with a query I generally got a solution on the first call. Slightly disagree	If I called a call centre with a query I generally got a solution on the first call. Strongly disagree
A call centre operative ended a call without fully addressing my needs	A call centre operative ended a call without fully addressing my needs Strongly agree	A call centre operative ended a call without fully addressing my needs Slightly agree	A call centre operative ended a call without fully addressing my needs Neither agree nor disagree	A call centre operative ended a call without fully addressing my needs Slightly disagree	A call centre operative ended a call without fully addressing my needs Strongly disagree
During a conversation I felt the agent wasn’t listening to me properly	During a conversation I felt the agent wasn’t listening to me properly Strongly agree	During a conversation I felt the agent wasn’t listening to me properly Slightly agree	During a conversation I felt the agent wasn’t listening to me properly Neither agree nor disagree	During a conversation I felt the agent wasn’t listening to me properly Slightly disagree	During a conversation I felt the agent wasn’t listening to me properly Strongly disagree
During a conversation I couldn’t hear the call centre operative because they were typing	During a conversation I couldn’t hear the call centre operative because they were typing Strongly agree	During a conversation I couldn’t hear the call centre operative because they were typing Slightly agree	During a conversation I couldn’t hear the call centre operative because they were typing Neither agree nor disagree	During a conversation I couldn’t hear the call centre operative because they were typing Slightly disagree	During a conversation I couldn’t hear the call centre operative because they were typing Strongly disagree
I was left on hold so long I ended the call	I was left on hold so long I ended the call Strongly agree	I was left on hold so long I ended the call Slightly agree	I was left on hold so long I ended the call Neither agree nor disagree	I was left on hold so long I ended the call Slightly disagree	I was left on hold so long I ended the call Strongly disagree
I was transferred to more than one operative on a single call.	I was transferred to more than one operative on a single call. Strongly agree	I was transferred to more than one operative on a single call. Slightly agree	I was transferred to more than one operative on a single call. Neither agree nor disagree	I was transferred to more than one operative on a single call. Slightly disagree	I was transferred to more than one operative on a single call. Strongly disagree

4. Which category below includes your age?

Which category below includes your age? 17 or younger

18-20

21-29

30-39

40-49

50-59

60 or older

5. Please specify your gender

Please specify your gender Male

Female

Prefer not to specify

6. Please specify your employment classification

Please specify your employment classification Higher managerial and professional occupations

Managerial and professional occupations

Call centre staff

Administrative and clerical

Self employed/business owner/Tradesman

Manual work

Never worked or long-term unemployed

Student

Parent/carer

Other (please specify)

7. Please specify your ethnicity

Please specify your ethnicity White British

White Irish

Any other White background

Mixed White and Black Caribbean

Mixed White and Black African

Mixed White and Asian

Any other mixed background

Asian or Asian British Indian

Asian or Asian British Pakistani

Asian or Asian British Bangladeshi

Any other Asian background

Black or Black British Caribbean

Black or Black British African

Any other Black background

Chinese

Any other unstated ethnic group

8. Please specify your email address if you would like to be entered in our prize draw on 29th February.

T-Impact may contact you about your call centre experiences again, but will not pass on your email address, or use it for any other reason.

Please specify your email address if you would like to be entered in our prize draw on 29th February. T-Impact may contact you about your call centre experiences again, but will not pass on your email address, or use it for any other reason.

Terms and conditions of prize draw
The draw is promoted by T-Impact Ltd. (T-Impact) 99 Milton Park, Abingdon, OXON, OX14 4RY
Entrants must be aged 18 years or over.
Entry is based on answering this questionnaire.
The draw will be made on February 29th 2012.
The draw is not open to staff of T-Impact, or their families.
The winner will be selected at random.
The winner will be notified by email within seven days after the draw.
The prize is an iPad.
The prize is non-transferable.
The winner’s name can be requested in writing from Marketing Communications, T-Impact Ltd, 99 Milton Park, Abingdon, OXON, OX14 4RY.
Eligible entrants will be automatically entered into the draw unless they opt out by contacting sales@t-impact.com.

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Contact Centre 2012 survey
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