Global Knowledge Survey


A red asterisk (*) indicates required questions.

  1. What team are you on?*
    Global EA - Diamond
    Global EA - Premier
    KYP - Diamond
    KYP - Premier


  1. What is your role? *
    Lead CC
    Senior CC
    CC
    Associate CC


  1. Years of experience:*
    Less than 1 year
    1-3 years
    3-5 years
    More than 5 years


  1. Do you feel comfortable using the new global element update process? *
      1 2 3 4 5  
    Strongly agree   Strongly disagree


  1. How comfortable are you with assisting candidates in completing their profile?*
      1 2 3 4 5  
    Strongly agree   Strongly disagree


  1. How comfortable are you with providing assistance on US Products or processes? *
      1 2 3 4 5  
    Strongly agree   Strongly disagree


  1. Do you know how to investigate why a search did not generate on an order?
      1 2 3 4 5  
    Strongly agree   Strongly disagree


  1. Do you feel like you could be a subject matter expert on a subject? if yes, what area?


  1. How would you rate the overall effectiveness of your training?
    Very effective
    effective
    neutral
    ineffective
    very ineffective


  1. Which areas of your training you feel were most beneficial? (select all that apply)*
    Product knowledge
    Customer service skills
    Communication skills
    Problem-solving techniques
    Use of systems (e.g., Salesforce, Peregrine, Online Disclosures, Know Your People, EA, GCM) - Handling difficult customers
    Handling difficult customers
    Other


  1. Which areas of your training do you feel need improvement? (Select all that apply)*
    Product knowledge
    Customer service skills
    Communication skills
    Problem-solving techniques
    Use of systems (e.g., Salesforce, Peregrine, Online Disclosures, Know Your People, EA, GCM) - Handling difficult customers
    Handling difficult customers
    Other


  1. Were there any topics you felt were not covered sufficiently during your training? If yes, please specify. *


  1. Did you feel adequately prepared to handle customer interactions after completing the training? *
    Yes
    No
    Somewhat


  1. How would you rate the quality of the training materials provided (e.g., manual, online resources, recordings)?*
    Excellent
    Good
    Fair
    Poor


  1. How accessible was the trainer/SME’s for questions for additional help? *
    Excellent
    Good
    Fair
    Poor


  1. What training methods do you prefer? *
    In-person training
    Online training modules
    One on one coaching
    Other


  1. What type of follow-up training would you find beneficial? (select all that apply)*
    Refresher training
    Monthly Q&A sessions
    Other


  1. What do you think is the most significant gap in our current training?


  1. Do you have any additional suggestions for improving our training?





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