NH Phone Driving Survey - Day 11 11.30.09 SR/MB

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  
    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
Vonage University
Holmdel, NJ