90 Day Job Survey - (copy)

We are conducting this survey to better understand where agents struggle with achieving a passing CSS score during their first 90 days on the phone. We understand that some of the questions that we are asking may be hard to answer, but we ask that you please do your best to answer them completely and honestly. We thank you in advance for your trust and cooperation.

This survey is completely anonymous.


A red asterisk (*) indicates required questions.

  1. What was the date that you started new hire training?*


  1. For which line of business were you originally trained in new hire class?  *


  1. Who was your trainer? (Please select all trainers who taught your class for at least 4 hours.)*
    Eron Whitefield
    James Cook
    Tyler West
    Daniel Coonrod
    Tabitha Thompson
    Robert Lee
    Tasha Edwards
    Graylon Murraye
    Angela Flarity
    Robert Hills
    Heather Knobl
    Mark Lindsey


  1. Are you currently cross-skilled for another queue IN ADDITION to the line of business you originally were trained for?*
    Yes
    No


  1. If you answered "YES" for the last question, please indicate which additional lines of business for which you are taking calls.*
    DTV
    HA
    Laptop/Printers
    Mobile Telephones
    SECA


  1. If you are taking calls for more than your original line of business, please indicate how long you had been on the phones before you trained for the second call queue.*
    Less than 30 days
    More than 30 days, but less than 60 days
    More than 60 days, but less than 90 days
    More than 90 days


  1. Thinking only of the TRAINING MATERIALS used or given out in class (slides, workbooks, handouts, etc.), how would you rate your training experience, with 1 being Very Poor and 5 being Very Satisfactory?*
    1 2 3 4 5


  1. What could we have done better to improve the TRAINING MATERIALS?*


  1. Thinking only of the TRAINING ENVIRONMENT (classroom, chairs, desks, computers, etc.) how would you rate your training experience, with 1 being Very Poor and 5 being Very Satisfactory?*
    1 2 3 4 5


  1. What could we have done better to improve the TRAINING ENVIRONMENT?*


  1. Thinking only of the TRAINER and they skill with which they conducted your class, how would you rate your training experience, with 1 being Very Poor and 5 being Very Satisfactory?*
    1 2 3 4 5


  1. What could the TRAINER have done to better improve your training experience?*


  1. Thinking back to your first 90 days (three months) on the phones, what were the factors that may have caused you to struggle most with CSS?*


  1. During you first 3 months on the phone, you experienced a decline in CSS scores for the first 90 days (your 60 day score was less than your 30 day score and your 90 score was lower than your 60 days score).

    What factors do yo feel contributed to this happening? What factors could have helped you to improve in CSS rather than decline?*


  1. What additional information do you feel is important for the Training Department to know about your training experience?*





Alorica Training
Training Department
Alorica, Inc.
Simpsonville, SC