Stewart - Survey on Top Call Drivers/Long AHT

Team,

Your response is needed for this survey so we can determine the areas we need re-training on.

Thanks.
Name: 


A red asterisk (*) indicates required questions.

  1. Which of the following topic is the most challenging to support? Please rank from 1-5 (5 being the the most challenging).
    Note: The system will not allow you to have 2 topics in one ranking, so please choose 1 topic per rank only. *
        1 2 3 4 5
    Safeboot User Recovery  
    EPO New Safeboot User Recovery  
    Sureclose  
    AIM+  
    Outlook  


  1. What specific area/s do you need help with so that you can better support Safeboot/EPO Safeboot User Recovery calls?
    *
    a. Review of KA/process
    b. Review of Scope of Support and Escalation Matrix
    c. Call Handling Skills (probing, overall communication skills, etc.)
    d. Others: (please specify in the last item of this survey)


  1. What specific area/s do you need help with so that you can better support Sureclose?
    *
    a. Review of KA/process
    b. Review of Scope of Support and Escalation Matrix
    c. Call Handling Skills (probing, overall communication skills, etc.)
    d. Others: (please specify in the last item of this survey)


  1. What specific area/s do you need help with so that you can better support AIM+?
    *
    a. Review of KA/process
    b. Review of Scope of Support and Escalation Matrix
    c. Call Handling Skills (probing, overall communication skills, etc.)
    d. Others: (please specify in the last item of this survey)


  1. What specific area/s do you need help with so that you can better support Outlook?
    *
    a. Review of KA/process
    b. Review of Scope of Support and Escalation Matrix
    c. Call Handling Skills (probing, overall communication skills, etc.)
    d. Others: (please specify in the last item of this survey)


  1. Please specify the topic and corresponding skill/area you need help with that were not mentioned in the choices above.





Angela Dobosi