NH Phone Driving Survey - Day 7 11.30.09 SR/MB

This survey is designed 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 effectively did the new agent follow the 8 step ProActive call flow? (1=Ineffective - 5=Effective)
     
      1 2 3 4 5  
    1 - Ineffective  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
      Features 1 - Ineffective 5 - Effective  
      Calling plans 1 - Ineffective 5 - Effective  
      Money Back Guarantee 1 - Ineffective 5 - Effective  
      T.O.S. 1 - Ineffective 5 - Effective  


  1. How prepared was the new agent when talking to customers? (1=Ineffective - 5=Effective)
     
      1 2 3 4 5  
    1 - Ineffective  5 - Effective


  1. Did the new agent know how to verify the account (CPNI)?
    Yes
    No


  1. Did the new agent explain the reasons for CPNI verification?
    Yes
    No


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





Training
Vonage University
Holmdel, NJ