Call Center Feedback - Western Oregon University



Why we are asking these questions

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• Hopefully, we can establish the level of service expectations and responsibilities for both us and the client.

• Synchronize our services with our clients' needs.

• Help us provide needed services within our fiscal ability.

• Help us respond quickly and correctly to the changing needs of our clients.

• Help us determine what training is needed for our department to ensure that the needs of our clients are met.

1. What were your reasons for your most recent call to our service request call center? Choose all that apply.

• Hopefully, we can establish the level of service expectations and responsibilities for both us and the client.

• Synchronize our services with our clients' needs.

• Help us respond quickly and correctly to the changing needs of our clients.

• Help us determine what training is needed for our department to ensure that the needs of our clients are met.

2. How many times have you called the service request call center in the past year?

Get an idea of how frequently people use us.

*Get an idea of who uses the SRD

3.

About how long was it between your most recent call and the call before that?

How do people use our services

To compare with the numbers gathered in question 2

4. Overall, how satisfied were you with the outcome of your call?

How satisfied are people with our service.

To compare with other responses gathered.

5. With your most recent call, how much time elapsed before a technical service representative contacted you?

How do these responses jibe with our records?

To get people to actually reflect on how much time really did pass between their call and tech contact.

6. With your most recent call, how much time elapsed before a technical service representative helped you?

How do these responses jibe with statistics garnered by the Service Request Task List?

To get people to actually reflect on how much time really did pass between their call and tech service.

7. Was the waiting time acceptable?

Give us an idea of what our customers want/expect

To get people to reflect on what is acceptable

8. What would you consider an acceptable time to wait for assistance with a non- critical situation? This would be a situation where you are inconvenienced but can find alternative ways to do your job.

To get an idea of what people want/expect

To educate customers on how we evaluate tasks

Help the customer ponder the difference between critical needs and inconvenience

9. What would you consider an acceptable time to wait for assistance with a time critical situation? This would be a situation where your ability to do your job has halted completely.

To get an idea of what people want/expect

To educate customers on how we evaluate tasks

Help the customer ponder the difference between critical needs and inconvenience

10. In general terms, please describe what would be a time critical situation for you.

To give us an idea of how people view their jobs and what the critical needs are for their jobs.

Help the customer ponder the difference between critical needs and inconvenience

11. With your most recent call, how long were you on the phone with our service request representative?

Gather data about call lengths which can be compared to phone call logs maintained in the department.

Have the customer reflect on how our service compares to what they would experience on the open market

12. How professional were the people who answered the phone?

Gather people's view on how we provide service

Compare these responses with # 11

Monitor how service is provided to help us maintain good customer service

13. After calling, did you feel that your issue was properly understood and documented?

Gather people's view on how we provide service

Monitor how service is provided to help us maintain good customer service

Compare these responses with 11, 12, & 13.

14. Would you recommend the service request call center to someone else?

How well are succeeding in serving people

Compare to #14

15. Did you know you could email the Service Request Desk before calling?

How well are we communicating our available services

16. Why did you choose to call instead of emailing us?

What are people's preferences?

How can we make things easier for people to use our services?

17. If we had a website, would you visit the website first to try and answer your question(s)?

What are people's preferences?

How can we make things easier for people to use our services?

How do people want services provided?

What is the level of tech competence among our users

18. What method of requesting assistance would you prefer to use?

How can we make things easier for our customers?

What avenues are considered friendly by our customers?

19. What changes, if any, would you make to the service request call center to provide better service?

Gather new ideas to help improve our service

Get an idea of what services our customers think we provide

Get an idea of what services our customers think we should provide

20. If we were to automate service request status updates, what would you prefer?

Show customers we are thinking about how to communicate with them

Find out what our customers are comfortable with

21. When considering technology, internet use and software applications how would you rank yourself as a user?

How do our customers view their skill level

What is our customer's skill level

22. What browser do you use?

Knowledge to use for future projects

What are our customers' preferences?

23. Please list the software you use on a regular basis?

What are people using, checks for surprises?

Purchasing information and planning

Plan staff training

24. List software you currently don't have access to, but could use for your work at Western.

Are we meeting people's needs?

Is there something else we should be buying for the campus?

Purchasing information and planning

Staff training

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