UNI Call Centre Action Month 2012 Question Title * 1. How old are you? Years Question Title * 2. What is your current job title? Question Title * 3. How long have you worked for your present employer? (years and months) Years Months Question Title * 4. How long have you worked in call centers? (years and months) Years Months Question Title * 5. How many hours do you normally work in one week? Hours per Week Question Title * 6. Which one of the following types of calls do you regularly handle your job? (Tick all that apply) Customer service only Sales to existing customers only Customer service and sales Direct sales to prospective customers Marketing Collections Repair Services Operator services Reservations IT Help Desk Other type of help desk (such as getting advice or counseling) Other (please specify) Question Title * 7. How many days of initial training did you receive at this call center (including orientation/induction and job-related training)? If the answer is zero, please put 0 Days Question Title * 8. How much time would you estimate that it takes the typical employee in your job to become fully competent? E.g. so that they are able to train someone else. Weeks Question Title * 9. After the first year, how many days of formal training per year does the typical employee in your job receive? Please include online, vendor, classroom or other formal training. Days Question Title * 10. About how many customers do you interact with each day? # Question Title * 11. About how much time do you spend on the phone with the typical customer? Minutes Seconds Question Title * 12. To what extent: Rarely or Never Occasionally Some of the time Most of the time All of the time a) Do you find yourself working faster than you would like in order to complete your work? a) Do you find yourself working faster than you would like in order to complete your work? Rarely or Never a) Do you find yourself working faster than you would like in order to complete your work? Occasionally a) Do you find yourself working faster than you would like in order to complete your work? Some of the time a) Do you find yourself working faster than you would like in order to complete your work? Most of the time a) Do you find yourself working faster than you would like in order to complete your work? All of the time b) Do you feel that you are expected to answer too many calls? b) Do you feel that you are expected to answer too many calls? Rarely or Never b) Do you feel that you are expected to answer too many calls? Occasionally b) Do you feel that you are expected to answer too many calls? Some of the time b) Do you feel that you are expected to answer too many calls? Most of the time b) Do you feel that you are expected to answer too many calls? All of the time Question Title * 13. To what extent are you required to use company-provided scripts for the following parts of a call? (1) Must use word-for-word (2) (3) May modify with own words (4) (5) No Script required Not Applicable Recapping after you provide a service Recapping after you provide a service (1) Must use word-for-word Recapping after you provide a service (2) Recapping after you provide a service (3) May modify with own words Recapping after you provide a service (4) Recapping after you provide a service (5) No Script required Recapping after you provide a service Not Applicable Explaining product features Explaining product features (1) Must use word-for-word Explaining product features (2) Explaining product features (3) May modify with own words Explaining product features (4) Explaining product features (5) No Script required Explaining product features Not Applicable Recapping after you do an order or a sale Recapping after you do an order or a sale (1) Must use word-for-word Recapping after you do an order or a sale (2) Recapping after you do an order or a sale (3) May modify with own words Recapping after you do an order or a sale (4) Recapping after you do an order or a sale (5) No Script required Recapping after you do an order or a sale Not Applicable Closing a call Closing a call (1) Must use word-for-word Closing a call (2) Closing a call (3) May modify with own words Closing a call (4) Closing a call (5) No Script required Closing a call Not Applicable Question Title * 14. To what extent do you typically have control over: Not at all A little Moderate level A lot A Great deal a) The daily work tasks you do? a) The daily work tasks you do? Not at all a) The daily work tasks you do? A little a) The daily work tasks you do? Moderate level a) The daily work tasks you do? A lot a) The daily work tasks you do? A Great deal b) The speed at which you work? b) The speed at which you work? Not at all b) The speed at which you work? A little b) The speed at which you work? Moderate level b) The speed at which you work? A lot b) The speed at which you work? A Great deal c) What you say to a customer? c) What you say to a customer? Not at all c) What you say to a customer? A little c) What you say to a customer? Moderate level c) What you say to a customer? A lot c) What you say to a customer? A Great deal d) Setting your daily lunch break schedule? d) Setting your daily lunch break schedule? Not at all d) Setting your daily lunch break schedule? A little d) Setting your daily lunch break schedule? Moderate level d) Setting your daily lunch break schedule? A lot d) Setting your daily lunch break schedule? A Great deal e) Settling customer complaints without referral to a supervisor or other expert? e) Settling customer complaints without referral to a supervisor or other expert? Not at all e) Settling customer complaints without referral to a supervisor or other expert? A little e) Settling customer complaints without referral to a supervisor or other expert? Moderate level e) Settling customer complaints without referral to a supervisor or other expert? A lot e) Settling customer complaints without referral to a supervisor or other expert? A Great deal Question Title * 15. Is your work performance electronically monitored? Yes (if yes, please answer next question) No (if no, please skip next question) Question Title * 16. To what extent do you agree or disagree with the following statements? Strongly agree Disagree Neutral Agree Strongly agree Monitoring is used at my workplace to identify training needs Monitoring is used at my workplace to identify training needs Strongly agree Monitoring is used at my workplace to identify training needs Disagree Monitoring is used at my workplace to identify training needs Neutral Monitoring is used at my workplace to identify training needs Agree Monitoring is used at my workplace to identify training needs Strongly agree Monitoring is used at my workplace to punish poor performance Monitoring is used at my workplace to punish poor performance Strongly agree Monitoring is used at my workplace to punish poor performance Disagree Monitoring is used at my workplace to punish poor performance Neutral Monitoring is used at my workplace to punish poor performance Agree Monitoring is used at my workplace to punish poor performance Strongly agree Question Title * 17. How often are you given statistical information on your performance (e.g. number of calls taken, call length, number of sales)? Never Sporadically Every few months Monthly Every few weeks Once a week A few times a week Daily Constantly Question Title * 18. In practice, how often do supervisors or other staff listen to your calls? Never Sporadically Every few months Monthly Every few weeks Once a week A few times a week Daily Constantly Question Title * 19. How likely is it that an employee in your center would lose their job because of poor performance? Very unlikely Somewhat unlikely Neither likely nor Unlikely Somewhat likely Very likely Question Title * 20. Around what percentage of your pay is variable-i.e. dependent on the result of a performance evaluation or meeting performance targets? % Question Title * 21. To what extent do you agree or disagree with the following statements? Strongly agree Disagree Neutral Agree Strongly agree Performance targets are fair and reasonable Performance targets are fair and reasonable Strongly agree Performance targets are fair and reasonable Disagree Performance targets are fair and reasonable Neutral Performance targets are fair and reasonable Agree Performance targets are fair and reasonable Strongly agree I regularly have difficulty meeting performance targets I regularly have difficulty meeting performance targets Strongly agree I regularly have difficulty meeting performance targets Disagree I regularly have difficulty meeting performance targets Neutral I regularly have difficulty meeting performance targets Agree I regularly have difficulty meeting performance targets Strongly agree Question Title * 22. Thinking of the past weeks, how much of the time has your job made you feel each of the following: Never Occasionally Some of the time Most of the time All of the time Tired Tired Never Tired Occasionally Tired Some of the time Tired Most of the time Tired All of the time Tense Tense Never Tense Occasionally Tense Some of the time Tense Most of the time Tense All of the time Worried Worried Never Worried Occasionally Worried Some of the time Worried Most of the time Worried All of the time Frustrated Frustrated Never Frustrated Occasionally Frustrated Some of the time Frustrated Most of the time Frustrated All of the time Miserable Miserable Never Miserable Occasionally Miserable Some of the time Miserable Most of the time Miserable All of the time Depressed Depressed Never Depressed Occasionally Depressed Some of the time Depressed Most of the time Depressed All of the time Burned out Burned out Never Burned out Occasionally Burned out Some of the time Burned out Most of the time Burned out All of the time Question Title * 23. In the last 7 days, have you experienced any pain, ache. discomfort, or numbness cause by your work in any part of your body? No Yes (if yes, please answer next question) Question Title * 24. If yes, in which part or parts of your body have you experienced pain, ache, discomfort, or numbness? Please tick all that apply. Neck Shoulders Elbows Wrists or hands Back Hips or thighs Other (please specify) Done
