English Skills

The following survey will be used to help us determine to modify our English Skills Rating System. You will find 2 sections. 1 is for Inbound Programs, the other for Outbound programs. Please take some time to rank each the items in order of importance based on your experience with either IB or OB programs.

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  1. Please rank the following items in order of importance as they relate to an Inbound Campaign.
        1 2 3 4 5 6
    The agents ability to understand what the customer is saying/asking.  
    How easily the customer understands the message the agent is sharing.  
    How 'smooth' the agent delivers the message.  
    An extensive vocabulary.  
    Proper grammar.  
    Accent and pronunciation of words.  


  1. Please rank the following items in order of importance as they relate to an Outbound Campaign.
        1 2 3 4 5 6
    The agents ability to understand what the customer is saying/asking.  
    How easily the customer understands the message the agent is sharing.  
    How 'smooth' the agent delivers the message.  
    An extensive vocabulary.  
    Proper grammar.  
    Accent and pronunciation of words.  


  1. How important to is the customer's perception of the agent on the phone?
    (1 is Extremley Important - 5 is Not Very Important)
    1 2 3 4 5


  1. From an English Skills perspective, what differentiates your 'A' agents from your 'D' or 'F' agents?


  1. Thank you for your time. Your responses will help determine our new and improved English Skills Rating System. If you have any questions regarding this survey or the results presented please email me.