Top 5 Cancel Intent Reasons - Price - Not a Good Value Survey

As Care frontline personnel, your feedback is crucial to improving the training that we are able to offer. Please take a few minutes to thoughtfully complete the ‘Top Five/Price not a good value' Survey. Thank you in advance for your input.


A red asterisk (*) indicates required questions.

  1. Please choose the site location you belong to.*
    Holmdel
    VXI
    Stream
    Teleperformance


  1. My Role is best described as:

    ***Holmdel TL's should select SME. Many of the partner sites favor the title,Team Lead, for the role the we title Supervisor in Holmdel***
    Agent
    SME
    Supervisor/Team Lead


  1. Please choose the rating that best matches your experience with the Top 5/Price is not a good value training (1 = Strongly Disagree, 2 = Disagree,3= Neither Disagree nor Agree 4 = Agree, 5= Strongly Agree)

            1 2 3 4 5      
      I would recommend the program to others. Strongly Disagree Strongly Agree  
      This training was a worthwhile investment for my job. Strongly Disagree Strongly Agree  
      The program was a good use of my time. Strongly Disagree Strongly Agree  
      The program was relevant to my job's responsibilities. Strongly Disagree Strongly Agree  
      I learned new skills/knowledge from this program. Strongly Disagree Strongly Agree  


  1. Please rate the following statements about components of the Top Five/Price is not a good value training according to the scale below:


    (1 = Strongly Disagree, 2 = Disagree, 3= Neither Agree or Disagree, 4 = Agree, 5= Strongly Agree)

            1 2 3 4 5      
      The Role Plays- Understanding the Customer's Situation were effective  Strongly Disagree Strongly Agree  
      The Call Listening Sessions were productive Strongly Disagree Strongly Agree  


  1. How often will you have the opportunity to apply the skills and knowledge learned during the Top Five/Price not a good value training?
    (1 = Seldom - 2 = Sometimes - 3 = Often)
     
      1 2 3  
    Seldom  Often


  1. Rate your level of comfort with the skills and knowledge derived from this program content. Zero percent is no comfort and 100 percent is very comfortable. Check only 1 box for each skill set.
    (1 = 0%, 2 = 20%, 3 = 40%, 4 = 60%, 5 = 80%, 6 = 100%)

            1 2 3 4 5 6      
      Formulating second level probing questions for Top five call drivers.  0% 100%  
      Selecting an effective save strategy based on second level probing questions 0% 100%  
      Building effective rebuttals for Price Not A Good Value 0% 100%  


  1. What percentage of your calls require the skills and knowledge presented in the Top Five Training? (1 = 0%, 2 = 20%, 3 = 40%, 4 = 60%, 5 = 80%, 6 = 100%)
     
      1 2 3 4 5 6  
    0%  100%


  1. Please estimate the impact that applying the content of this program have on your success in converting Top Five/Not a good Value calls.
    (1 = 0%, 2 = 20%, 3 = 40%, 4 = 60%, 5 = 80%, 6 = 100%)
     
      1 2 3 4 5 6  
    0%  100%


  1. Do you anticipate any barriers to applying the skills/knowledge you learned in this program?
    Yes
    No


  1. If you answered Yes to question 9, which of the following deterred you from applying the skills/knowledge learned in the program? (Check all that apply)
    No opportunity to apply the skills
    Lack of management support
    Lack of support from colleagues and peers
    Insufficient knowledge and understanding
    Lack of confidence to apply skills/ knowledge
    Systems and processes within Vonage will not support the application of skills knowledge
    Other


  1. If you selected "Other" in response to question number 10, please briefly describe here.


  1. Which of the following would help you to apply the skills and knowledge learned in the program? (Check all that apply)
    Opportunity to use the skills
    Management/Supervisor support
    Support from colleagues and peers
    Sufficient knowledge and understanding
    Confidence to apply skills/knowledge
    Systems and processes within the organization that will support application of skills/knowledge
    Other


  1. If you selected "Other" in response to question number 12, please briefly describe here.


  1. What other measure (if any) was positively influenced by this program?





Training
Vonage University
Holmdel, NJ