Account Benchmarking Questionnaire

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Company Name *

Site Location *

Process/Account Name *

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Channel *

Others (Explain)

Stakeholder Name *

Date *

PART 1: OVERVIEW

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1) Select the area(s) the process is involved in. *

Others (specify)

2) Which industry does the process most closely relate with? *

Others (specify)

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3) Provide a brief summary of the process (e.g. typical interactions, customer type, issues resolved on call/email).

4) Choose which KPI targets the account has. For each KPI that applies, specify the current actual target and whether this is easy or difficult for agents to reach*

Others (specify)

PART 2: COMPLEXITY

5) Select on a scale of 1-10, how complex are the typical issues that CSRs need to resolve (1 is very easy, 10 is highly complex). *

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6) Provide some examples of complex issues that agents need to resolve. *

7) Provide some examples of simple issues that agents need to resolve. *

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8) Is the agent expected to resolve all issue(s) in their response? *

9) Is there a specific escalations department for complaints? *

10) Can the agent pass on information to other departments for them to respond via call backs, email or letters: *

PART 3: ROUTINENESS

11) Which of the following best describes the ratio of routine to non-routine transactions?

10%, 90% (Highly routine)
25%, 75% (Mostly routine)
50%, 50% (Balanced mix)
75%, 25% (Mostly non-routine)
Others

Others (specify)

12) Provide some examples of the most typical routine transactions (e.g. processing a sales order, issuing statements etc.).

13) Provide some examples of non-routine transactions that may occur :

PART 4: STRUCTURE

14) Select on a scale of 1-10, how templated/structured typical interactions are (1 is very templated/structured, 10 is entirely free-form). *

15) Select how detailed is the knowledge-base/troubleshooting system (i.e. ‘Good’ will cover almost all issues including most non-routine issues).

None
Poor
Adequate
Good
Excellent

16) Select how easy the knowledge-base/troubleshooting system is to navigate (i.e. ‘Good’ will provide a clear structure for the order of troubleshooting questions for most issues).

None
Poor
Adequate
Good
Excellent

PART 5: SENSITIVITY/EMOTIONS

17) Select on a scale of 1-10, how sensitive are the typical issues that CSRs need to resolve (1 is not at all sensitive, 10 is highly sensitive). *

18) Select how likely the customer is to be upset:

Never
Rarely
Sometimes
Frequently
Almost Always

19) Select how likely the customer is to need reassurance:

Never
Rarely
Sometimes
Frequently
Almost Always

20) Select on a scale of 1-10, how high stakes are the typical email/calls (e.g. solutions are urgent, cost of mistakes are high, premier customers etc.). (1 is very low stakes, 10 is very high stakes). *

21) Provide some examples (if applicable) of high-stakes issues.

PART 6: INSIGHTS

22) What are the reasons for considering the use of BUPLAS for your organization?

23) Do you have any suggestions for key skills you consider to be important to meet performance targets?

24) Please share your team’s best availability for a 1-hr online interview/FGD in the following weeks to discuss clarifications or questions about the account (Participants should be managers/leaders with good knowledge about the account and operations)

25) Any Comments

PART 7: DOCUMENT UPLOADS

Please use this section to upload documents that will be useful for benchmarking the account
Examples of useful documents:
Process flow/call flow
QA form with parameters
Sample response templates
Existing recruitment process flow
Existing training flow
Sample customer calls, emails, or chats (showing good, average, and bad call performance)

26) Files Upload

Click or drag files to this area to upload.You can upload up to 10 files.

Captcha *

BUPLAS

Account Benchmarking Questionnaire

PART 1: OVERVIEW

PART 2: COMPLEXITY

PART 3: ROUTINENESS

PART 4: STRUCTURE

PART 5: SENSITIVITY/EMOTIONS

PART 6: INSIGHTS

PART 7: DOCUMENT UPLOADS

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