Skip top navigation Skip to content

Print   Email  Share

Appendix G.  NCC Interview Protocol

Operations  
Request Inquiry # Question / Data Request Information Collected Comments/Notes
OP-001 What reference aids are available to agents in addition to the desktop applications?  What form do they take (binders, collection of hand-outs, roving support, etc.)?  Where are these aids located (online, at workstation desk, team lead station, central location, etc.)?     
OP-002 How cross-functional are the customer service agents? How, and how often, are agents' cross-functional skills utilized (i.e. how, and how often, are agents reassigned to other customer service gates/functions)?    
OP-003 Describe the process for handling written (fax, letter, e-mail based) customer service requests. How is the handling of these requests prioritized?    
OP-004 Provide high-level description of the transaction flow process (by contact channel)    
Staffing  
Request Inquiry # Question / Data Request Information Collected Comments/Notes
ST-001 What is the organizational structure and nomenclature? (e.g., agents, representatives, team leads, supervisors, managers)    
ST-002 Please describe the methods and channels used for agent recruitment. What initial screening assessments are used?    
Workforce Management  
Request Inquiry # Question / Data Request Information Collected Comments/Notes
WF-001 What tools are utilized to support the workforce management effort (forecasting, work force management, etc.)?  How well are those tools suited to the needs of the business?  What issues does the business experience through its use of the tools?    
WF-002 Is skill-based routing utilized?  If so, please describe.  Outline what skills are routed on.    
Training  
Request Inquiry # Question / Data Request Information Collected Comments/Notes
TR-001 Describe the initial agent training in terms of the following:  length/duration (by contact type).    
TR-002 Describe the transition process to move agents from initial training to live customer contacts.     
Change Management  
Request Inquiry # Question / Data Request Information Collected Comments/Notes
CM-001 Is information regarding legislation changes or other external events received far enough in advance to avoid adverse contact center impacts?  Explain.  Is information received complete?  Explain.    
Interactive Voice Response Unit (IVR)  
Request Inquiry # Question / Data Request Information Collected Comments/Notes
IV-001 What self-service functions can be utilized with the IVR?    
IV-002 Is speech recognition functionality utilized for any of the IVR functions?  If so, which ones and how is the speech recognition functionality used?  How is the use of speech recognition functionality viewed by customers and members of the customer service group?    
Customer Satisfaction  
Request Inquiry # Question / Data Request Information Collected Comments/Notes
CS-001 Describe the method used to capture and measure customer satisfaction.  List and describe any technologies used in this process.    
Performance Management  
Request Inquiry # Question / Data Request Information Collected Comments/Notes
PM-001 How is the call center's performance measured?  Is there a “performance management” scorecard or quality scoring system/sheet?  If so, please detail the system and/or provide available documentation.  How often is the call center performance reviewed?  Who is involved in the evaluation process and how are they involved?    
PM-002 Describe the call monitoring process (i.e., all calls recorded or a %, remote vs. side-by-side, etc.).  How often is it conducted per agent?  Are those responsible for conducting call monitoring meeting those monitoring requirements? Who are those responsible (Pearson staff and/ or EEOC personnel)? What tools are used to conduct call monitoring?  Describe the calibration procedures.    
PM-003 Describe additional quality assurance practices.    
PM-004 Describe the agent coaching process and the documentation used.