New Hire Technical Support Post-Training Survey

This survey was designed to gather your feedback on the recent New Hire training you received. Please answer all questions openly and honestly, as your responses are critical to improving both Technical Support, and other New Hire curricula. Thank you.
Name (optional): 


A red asterisk (*) indicates required questions.

  1. Site:*
    CSS
    Connextions-NC
    Connextions-FL
    Holmdel
    Stream
    TelePerformance
    VXI


  1. Facilitator:*


  1. Start Date:*


  1. The first day of classroom activities are effective in preparing an agent for the upcoming learning.*
     
      1 2 3 4     N/A
    Strongly Disagree  Strongly Agree  


  1. Your facilitator clearly communicated the purpose of Call Shadowing activity on Day 1.*
     
      1 2 3 4     N/A
    Strongly Disagree  Strongly Agree  


  1. What was the communicated purpose of the Call Shadowing activity on Day 1? *


  1. Call Shadowing on Day 1 was effective in giving me insight into the duties required of me.*
     
      1 2 3 4     N/A
    Strongly Disagree  Strongly Agree  


  1. Call shadowing activities in general were beneficial to me as a learner.*
     
      1 2 3 4     N/A
    Strongly Disagree  Strongly Agree  


  1. Setting up a Vonage device on Day 1 gave me insight to how a new customer feels when installing the Vonage equipment.*
     
      1 2 3 4     N/A
    Strongly Disagree  Strongly Agree  


  1. The sequence and schedule of assessments closely follows the training.*
     
      1 2 3 4     N/A
    Strongly Disagree  Strongly Agree  


  1. You were given enough time to prepare for the Primary Research Tools Assessment.*
     
      1 2 3 4     N/A
    Strongly Disagree  Strongly Agree  


  1. How much time (in hours) should be given to prepare for the Primary Research Tools Assessment?*


  1. Test review sessions are very important to reinforcing learning.*
     
      1 2 3 4     N/A
    Strongly Disagree  Strongly Agree  


  1. You were provided an outline or agenda describing each day’s lectures and activities.*
     
      1 2 3 4     N/A
    Strongly Disagree  Strongly Agree  


  1. Having access to an outline or agenda would assist me in preparing for learning each day. *
     
      1 2 3 4     N/A
    Strongly Disagree  Strongly Agree  


  1. The Participant Guide should include all pertinent slides from the PowerPoint presentations used in class.*
     
      1 2 3 4     N/A
    Strongly Disagree  Strongly Agree  


  1. Your trainer consistently promoted the use of the Participant Guide throughout training.*
     
      1 2 3 4     N/A
    Strongly Disagree  Strongly Agree  


  1. The Participant Guide contains enough material to allow you to review the topics covered outside of class.*
     
      1 2 3 4     N/A
    Strongly Disagree  Strongly Agree  


  1. Too much emphasis is placed on taking notes based on classroom discussion. We need more pre-printed materials.*
     
      1 2 3 4     N/A
    Strongly Disagree  Strongly Agree  


  1. There were topics not covered in training, which I needed to be taught before going into production.*
     
      1 2 3 4     N/A
    Strongly Disagree  Strongly Agree  


  1. Please list one or more examples of necessary topics not covered in training. *


  1. The appropriate emphasis is placed on KPIs (Key Performance Indicators, also called metrics or numbers) during training.*
     
      1 2 3 4     N/A
    Strongly Disagree  Strongly Agree  


  1. The KPIs (Key Performance Indicators, also called metrics or numbers) Vonage uses to evaluate agent performance were explained in detail during training.*
     
      1 2 3 4     N/A
    Strongly Disagree  Strongly Agree  


  1. You were given an adequate amount of time to practice using the CCA Application?*
     
      1 2 3 4     N/A
    Strongly Disagree  Strongly Agree  


  1. How much time (in hours) should be provided to practice using the CCA Application during the classroom portion of the New Hire training? *


  1. You were given an adequate amount of time to practice using the Interact Application.*
     
      1 2 3 4     N/A
    Strongly Disagree  Strongly Agree  


  1. How much time (in hours) should be provided to practice using the Interact Application during the classroom portion of the New Hire training? *


  1. STARS training during New Hire would be beneficial to have before entering nesting.*
     
      1 2 3 4     N/A
    Strongly Disagree  Strongly Agree  


  1. You were well prepared for the different call types taken in Nesting, (i.e. Audio, Call Completion, etc), before you took those call types.*
     
      1 2 3 4     N/A
    Strongly Disagree  Strongly Agree  


  1. The Nesting coaches were consistently available, and ready to assist.*
     
      1 2 3 4     N/A
    Strongly Disagree  Strongly Agree  


  1. One on One Coaching was frequent and effective.*
     
      1 2 3 4     N/A
    Strongly Disagree  Strongly Agree  


  1. Name one way your One on One coaching experience could have been improved.*


  1. You were given an adequate amount of time to practice with different devices.*
     
      1 2 3 4     N/A
    Strongly Disagree  Strongly Agree  


  1. How much time should be provided to practice with different devices?*


  1. There was an adequate amount of time spent on SIP training.*
     
      1 2 3 4     N/A
    Strongly Disagree  Strongly Agree  


  1. SIP training is important to your ability to troubleshoot customer issues.*
     
      1 2 3 4     N/A
    Strongly Disagree  Strongly Agree  


  1. You were provided a clear explanation of how your shift was selected.*
     
      1 2 3 4     N/A
    Strongly Disagree  Strongly Agree