Taxes and Fees 2010 Agent Survey - 10/19/10 RQ

The purpose of this survey is to learn more about the effectiveness of the Taxes and Fees training and the comfort level of agents in applying the skills learned during training.


A red asterisk (*) indicates required questions.

  1. Please choose the rating that best matches your experiences in applying the Taxes and Fees Training(s) to your current job. (1-Strongly Disagree, 2=Disagree3=Somewhat 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. How often do you apply the skills and knowledge learned during the Taxes and Fees Training (s)? (1=Strongly Disagree, 2=Disagree, 3=Somewhat Agree, 4=Agree, 5=Strongly Agree)*

            1 2 3 4 5      
      I use the IKB/EKB to help me understand the policies. Strongly Disagree Strongly Agree  
      I understand the need to be able to explain Taxes and Fees to our cusotmers. Strongly Disagree Strongly Agree  
      The training helps identify who charges Taxes and Fees. Strongly Disagree Strongly Agree  


  1. What percentage of your calls requires the skills and knowledge presented in the Taxes and Fees Training(s) (1=0%, 2=20%, 3=40%, 4=60%, 5=80%, 6=100%)*
        1 2 3 4 5 6
    0%  
    20%  
    40%  
    60%  
    80%  
    100%  


  1. Did you encounter any barriers when applying the skills/knowledge you learned in this program?*
    Yes
    No


  1. If you answered yes to question 4, which of the following deterred you from applying the skills/knowledge learned from the program? (Check all that apply)
    Lack of references quickly available
    Lack of management support
    Lack of team lead support
    Insufficient knowledge and understanding
    Lack of confidence to apply skills/knowledge
    Not applicable


  1. Which of the following helped you in applying skills/knowledge learned in the program? (check all that apply)*
    Opportunity to use the skills
    Management support
    Team lead support
    Sufficient knowledge and understanding
    Confidence to apply skills/knowledge


  1. What additional training or articles would be most helpful to you when dealing with customers asking questions about Taxes and Fees?*


  1. What impact did applying the content of this program have on the reduction of DSATl from April 2010 to September 2010? (1=0%, 2=20%, 3=40%, 4=60%, 5=80%, 6=100%)*
     
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    1  6





Training
Vonage University
Holmdel, NJ