Membership Survey

Name: Company: Email: 1. How many agents are in your call center? Under 50 50 – 100 100 – 200 200 – 300 300 – 500 Over 500 2. What industry do you represent? Telecommunications Travel Financial Insurance Utility Retail/Catalog Government Health Care Outsourcer Other 3. Does your company have one call center site or multiple sites? Single Site Multiple Sites   Number of Sites: 4. What is your job title? (Select closest match) Vice President Director Manager Supervisor Workforce Manager Workforce Analyst Consultant Other: 5. How long have you been in a workforce management role or responsible for workforce management activities? Less than 1 year 1-4 years 5-9 years 10+ years 6. What workforce management duties do you personally perform in your center? (Check all that apply) Data analysis Forecast call workload Calculate staff requirements Create staff schedules Track and manage daily performance Create reports ACD maintenance Manage a workforce management team Manage other teams Manage a group of agents Presenting to senior management Project work Call center budgeting Other 7. What are your three top challenges as a workforce management professional? (Select three) Accurate forecasting of call workload Controlling shrinkage and FMLA Agent adherence to schedules Communication with other departments in your organization Agent turnover Budgeting Management of non-call work (including web chat, e-mail, etc…) Covering the peaks and valleys of call volume Reaching service level goal targets Multi-skill issues Multi-site issues Creating shifts that agents want to work Getting training for workforce management team members Teaching agents and supervisors about workforce management principles Shift bids Dealing with remote agents Not enough workforce management staff Union rules Staffing/scheduling for holidays/vacations Not enough tools to do job efficiently Recruiting challenges Presenting to senior management Dealing with outsourcers Other: 8. What is the ratio of workforce management team members to agents in your centers? Less than 50 agents to 1 WFM team member 50-99 agents to 1 WFM team member 100-149 agents to 1 WFM team member 150-199 agents to 1 WFM team member 200-250 agents to 1 WFM team member More than 250 agents to 1 WFM team member Other 9. How long have you been a member of SWPP? More than 4 years 3-4 years 2-3 years 1-2 years Less than 1 year 10. How did you hear about SWPP? Newsletter E-Mail Colleague WFM Software Vendor Trade Show Other: 11. Why did you join SWPP? (Check all that apply) Networking opportunities Discount on Annual Conference Discount on Certification Gain information relevant to job Free attendance at SWPP Meets Ability to post jobs on website Free web seminar Access to website Newsletter Other: Comments: 12. What is your level of satisfaction with your SWPP membership? Very Satisfied Satisfied Neither Satisfied or Dissatisfied Dissatisfied Very Dissatisfied Comments: 13. What do you feel is the most valuable benefit of membership in SWPP? Newsletter Tip of the Week SWPP Meets Annual Conference Online Forum “The Wizard is In” Online Forums Job Posting Board Library Free Web Seminar Certification All of the above Other: Comments: 14. What do you feel is the least valuable benefit of membership in SWPP? Newsletter Tip of the Week SWPP Meets Annual Conference Online Forum “The Wizard is In” Online Forums Job Posting Board Library Free Web Seminar Certification None Other: Comments: 15. Which SWPP benefits have you taken advantage of since you became a member? Newsletter Tip of the Week SWPP Meets Annual Conference Online Forum “The Wizard is In” Online Forums Job Posting Board Library Free Web Seminar Certification None 16. What other benefits would you like to see from SWPP? 17. Do you plan to pursue workforce management certification through SWPP? Yes No Maybe If no, why? 18. Would you recommend membership in SWPP to other workforce management professionals? Yes No If no, why? Comments: 19. Do you currently have workforce management software in your center? Yes No Not in a call center If yes, which product? Aspect Witness Calabrio Envision GMT IEX Pipkins Symon Other: 20. Check all of the following other tools that you have in place in your operation: Quality monitoring software E-learning system or LMS Agent performance analytics system Simulation tools (beyond those included in WFM software for scheduling) Dashboard reporting Automated customer satisfaction measurement system Hiring and recruiting tools 21. Do you plan to attend the 2007 SWPP Annual Conference on February 21-23 in Nashville? Yes No If no, why not? 22. Do you have any suggestions for sessions/activities at the SWPP Annual Conference? 23. Do you have any general comments about membership in SWPP? May we use your comments? Yes No Thanks for participating!