NH Phone Driving Survey - Day 11 Template

This Survey is to obtain feedback on the new agent (new hire) that you assisted during the "helping hands"exercise (phone driving). All response will be confidential and summarized as a group.
Name: 


  1. How effective was the new agent answering calls related to installation?(1=Ineffective - 5=Effective)
     
      1 2 3 4 5     N/A
    1 - Inffective  5 - Effective  


  1. How well did the new agent answer general information questions for the following topics? (1=Ineffective - 5=Effective)

            1 2 3 4 5       N/A
      Mid cycle billing 1 - Inffective 5 - Effective  
      Explaining billing history 1 - Inffective 5 - Effective  
      Cancelling an invoice 1 - Inffective 5 - Effective  
      Applying Adjustments 1 - Inffective 5 - Effective  


  1. Did the new agent follow the proper hold procedure?
    Yes
    No


  1. How well did the new agent answer general information question for the following topics? (1=Ineffective - 5=Effective)

            1 2 3 4 5       N/A
      Jeopardy Codes 1 - Inffective 5 - Effective  
      Dry loop DSL 1 - Inffective 5 - Effective  
      LNP process 1 - Inffective 5 - Effective  
      Number Transfer Manager Tool 1 - Inffective 5 - Effective  
      Rate Center / Local Calling Guide 1 - Inffective 5 - Effective  


  1. In your opinion, what areas could the new agent improve upon?





Training
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Holmdel, NJ