Avesis Post Training Survey -Gov 9.6.16 - (copy)

Please evaluate this class and the instructor by answering the following questions.
Name: 


A red asterisk (*) indicates required questions.

  1. Understanding Benefits: What is your comfort/confidence level in the following areas? *

            1 2 3 4      
      Benefit Grids Extremely Confident Not Confident at all   
      Fee Schedules Extremely Confident Not Confident at all   
      Deductibles and Co-Pay Explaination Extremely Confident Not Confident at all   


  1. Now that you have been actively taking calls, what is your comfort/confidence level in the following areas?*

            1 2 3 4      
      HEAT Extremely Confident Not Confident at all  
      AcH/Commprod Extremely Confident Not Confident at all  
      BRAIN Navigation Extremely Confident Not Confident at all  
      inContact/Thin Agent Extremely Confident Not Confident at all  


  1. Proper Call Handling: What is your comfort/confidence level in the following areas? *

            1 2 3 4      
      Quality Monitoring Extremely Confident Not Confident at all   
      Call Flow/Transition Extremely Confident Not Confident at all   
      Work Flow within the Call Extremely Confident Not Confident at all   
      Understanding of Customer Service Skills Extremely Confident Not Confident at all   


  1. Understanding of CSR Performance Objectives/Standards: What is your comfort/confidence level in the following areas? *

            1 2 3 4      
      Attendance Policy Extremely Confident Not Confident at all  
      Adherence to Published Schedule Extremely Confident Not Confident at all  
      Call Performance and Quality Metrics Extremely Confident Not Confident at all  


  1. System and Phone Operation and Functionality: *

            1 2      
      Was your computer set up properly? Yes No  
      Was your Phone set up properly? Yes No  
      Were you trained on your phone (Logging in/Make Busy Codes)? Yes No  


  1. Instruction while in Bullpen:*

            1 2 3 4      
      Comfort of Instruction from Others Extremely Satisfied Not Satisfied at all  
      Availability of Help for Questions Extremely Satisfied Not Satisfied at all  


  1. Was the Training Program content arranged in a clear and logical manner? If you think it should be changed, please explain*


  1. Rate the following elements according to how useful they were to your learning experience. (How well these items helped you remember key information in training)*

            1 2 3 4      
      Call Scenarios Very Helpful Not Helpful at all  
      Quizzes Very Helpful Not Helpful at all  
      Assessments Very Helpful Not Helpful at all  
      Games Very Helpful Not Helpful at all  
      Worksheets Very Helpful Not Helpful at all  


  1. Please rate your level of satisfaction with each of the following aspects of the training course.*

            1 2 3 4      
      The Training Facility Very Satisfied Not Satisfied at all  
      The Training Materials (Notebook) Very Satisfied Not Satisfied at all  
      The Level of Instruction Very Satisfied Not Satisfied at all  
      Usefulness of the course content Very Satisfied Not Satisfied at all  
      Length of the course Very Satisfied Not Satisfied at all  


  1. What additional material do you think should be presented in the training course? In what ways can we improve training?*


  1. Now that you’ve been managing calls for a period of time, what did you find that we missed in training and that you were required to learn on your own or through others once you began taking calls?


  1. Please share any additional comments or observations below.





Trainer
Learning & Development Trainer
Avesis Inc.
Phoenix, AZ