Kalam Questionnaire

Let’s Understand Your Business

Complete this questionnaire to give us a clearer view of your needs, priorities, and desired outcomes.

Select the channels that your agents support

Contact Center Agents may support a single caller contact channel or many channels. Please identify and/or describe all of the contact channels that your Agents regularly handle in the section below.

Describe Other
If your center performs more than one type of outbound call or the majority of the interactions takes place in the outbound channel, you should take our Outbound Contact Center Survey.
Number of Full-time Agents
Full-time is usually 40 hours a week. If your center uses a different measurement for full-time that is ok. We are only looking for the number of full-time employees.
Number of Part-time Agents
Part-time is usually less than 36 hours a week. If your center uses a different measurement for part-time that is ok. We are only looking for the number of part- time employees

Please Provide the Following Shift Information

On average, a full-time agent works approximately 250 shifts per year. However, the number of shifts worked by part-time agents may actually be more or less than this, depending upon the average length of shifts and numbers of shifts worked per year.

How many shifts per year for full-time agents
Average paid shift length Full-Time in hours
(incl. lunch & breaks)
Full-Time paid time for breaksand meal(s) in minutes
How many shifts per year for part-time agents
Average paid shift length part-Time in hours
(incl. lunch & breaks)
Part-Time paid time for breaksand meal(s) in minutes
What percentage of contacts are business to business
What percentage of contacts are business to consumer
Annual Percentage Turnover Full-time Agents
Promotional Turnover
All Other Turnover
Average agent attendance in percent
This is a representing how often an agent is NOT absent from work due to an unplanned absence.
Average agent adherence in percent
This represent show closely an agent adheres to his/her detailed work schedule.
Ratio of agents to supervisors (span of control)

Breakdown of Total Contacts Handled

Please identify the contact types that your agents regularly handle during the course of their shift and the estimated time they spend for each identified contact type. Estimated percentages should total 100%. The form provides you arunning total for your convenience.

General Customer Inquiries
Order Taking and Order Tracking
Re-Directing Inbound Calls
Internal Help Desk
Technical Support to External Customers
Complaint / Customer Recovery
Sales Calls
Billing and Collections
Other
Describe Other
Centers Annual Budget (actual or best estimate)
The privacy of your information is very important to us. We maintain physical, electronic, and procedural safeguards to protect your sensitive information from unauthorized access, or alteration.
Starting Hourly Wage
Average Hourly Wage
Human Resources – All Salary, Benefits, etc
Human Resources - Recruiting, Screening, Training
Communications Network
Technology (incl. Telephony Platform)
Facilities, Furniture & Fixtures
Corporate Allocations and Overhead
Other
How many Inbound Calls are offered to your contact center annually
Calls offered is the total number of calls you received over the last 12 months. This includes calls handled and abandoned.
Volume of Inbound Calls handled by a live agent
These are the total number of unique inbound calls received in a given year by the center that are answered by your Contact Center Agents.
Volume of Inbound Calls handled to completion in your IVR
These are the total number of inbound calls received in a given year by the center that are completed within your IVR.
On average, what percent of Inbound Calls were abandoned
This is the percentage of calls that were connected to the ACD, but that were disconnected by the caller before reaching an agent, or before completing a process within an IVR.
Average talk time (ATT) in MINUTES (includes hold time)
This is the sum total of agent time in talk mode, divided by the total number of calls handled by agents.
Average after call work time (ACWT) in MINUTES
This is the total time agents spend performing follow-up work after disconnecting from the caller, divided by the total number of calls handled by agents
Average speed of answer (ASA) in seconds
This is the total answer time (ring time and queue time) divided by the total number of calls answered during the target period.
Average time in queue (or delay) in SECONDS
This is the average wait time that a caller endured waiting for an agent to answer the telephone after being placed in the queue by the ACD
Average time before abandoning in SECONDS
This is the average amount of time a customer waits in queue before abandoning.
Average caller hold time in SECONDS while on phone with an agent
The sum total of all hold time, divided by the number of calls placed on hold for the sametime.
Average auxiliary (Aux) time in percent
This is the average amount of time per shift, in percent, that an agent is logged into an Aux state. This should include all authorized off-line time and no time engaged with calls or contacts.
Percent of calls put on hold by the agent
This is the total average percentage of calls that agents put on hold while the agents performed certain tasks that required the caller to wait on hold.
Percent of calls transferred by an agent
The total number of calls that were transferred by agents (due to their inability to properly handle the call for whatever reason) divided by the total number of unique calls handled by agents.
Calls resolved on first call in percent (FCR)
This is the percentage of calls that were completely resolved during the course of the first inbound call initiated by the customer, and therefore do not require a call back.
Average Cost Per Inbound Call
Average annual agent completed Outbound Calls
This is the total number of Outbound Phone calls generated by your agents annually
Average talk time per Outbound Call in minutes
Average after call work time per Outbound Call in minutes
Average cost per Outbound Call
Average annual volume of E-mail handled by agents
Volume of E-mail handled by auto-response
Average speed of answer in HOURS (use decimal if necessary)
This is the average time to respond to an E-mail.
Average total handle time per E-mail session in MINUTES
This is the total time including after work time to process an E-mail transaction
Average first-contact E-mail resolution rate in PERCENT
Average cost per E-mail
Average annual volume of Social Media sessions handled by agents
Average agent response time in HOURS
Average total handle time per Social Media session in MINUTES
This is the total time including after work time to process a Social Media session.
Average cost per Social Media
Average annual volume of Web Chats handled
Average speed of answer in SECONDS (use decimal if necessary)
Average total handle time per Web Chat session in MINUTES
This is the total time including after work time to process a web chat transaction
Average first-contact Web Chat resolution rate in PERCENT
Average cost per Web Chat
Average annual volume of Postal Mail transactions handled
Average total handle time per Postal Mail transaction in MINUTES
This is the total time including after work time to process a White Mail.
Average cost per Postal Mail
Average annual volume of Fax transactions handled
Average total handle time per Fax transaction in MINUTES
This is the total time including after work time to process a Fax.
Average cost per Fax
Average annual volume of Other Transactions handled
Average total handle time per Other Transaction in MINUTES
This is the total time including after work time to process the Other Transaction.
Average cost per Other
Contact center has a formal customer satisfactioncollection process
Primary method used to collectcaller feedback on their call experience
Customer Satisfaction Percentage Score
On average, in the past 90 days, to the question, “Overall, how satisfied were you with your experience,” what percentage of your customers gave you the following scores
Very Satisfied
Satisfied
Neutral
Dissatisfied
Very Dissatisfied
Contact center has a formal mechanism for gathering agent feedback
Agents represented by a labor union
Agent Satisfaction Percentage Score
On average, in the past 90 days, to the question, “Overall, how satisfied are you with your position,” what percentage of your agents gave youthe following scores:
Very Satisfied
Satisfied
Neutral
Dissatisfied
Very Dissatisfied
Center CTI-enabled
Do you use VOIP
Center utilizes an automatic dialer
Select the ACD vendor you use
Technology Platform Call routing and distribution system your center uses
Type of voice self-service application (IVR) your center uses
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Date
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