2017 Contact Center Exit Interview

Exit Interview for 2017


A red asterisk (*) indicates required questions.

  1. Name (optional)


  1. Leaving the Contact Center, will you transition to an internal or external position?*
    Internal
    External


  1. If Internal, which department? If External, which company?


  1. Which campus do you work on?*
    Portland
    Columbia
    Chattanooga
    Teleworker


  1. How long have you been with the Unum/Colonial Life Contact Center?*
    0 - 12 months
    12 - 18 months
    18 - 24 months
    2 - 5 years
    5 - 10 years
    10+ years


  1. What skills do you currently service (ie. IDI, Intake, Claims, FML, VB, PHS Claims, PHS Billing, etc.)?*


  1. Do you feel you had adequate training?*
    Yes
    No


  1. Do you feel you had adequate Post Training Support?*
    Yes
    No


  1. Do you feel you had adequate cross training?*
    Yes
    No


  1. Do you feel the Contact Center Communications/Updates were adequate to stay informed on your skill?*
    Yes
    No


  1. Do you feel you had the necessary tools to perform your job? *
    Yes
    No


  1. If answer to #11 no, please explain.


  1. Using the following scale, rate your relationship with your Manager.
    (1= Always; 2=Sometimes; 3= Never)*

            1 2 3      
      My manager treated me with dignity and respect. - -  
      My manager acknowledged my accomplishments/contributions - -  
      My manager held me accountable for my quality/accuracy - -  
      My manager encouraged/listened to my suggestions, ideas, and opinions. - -  
      My manager clearly communicated objectives in writing. - -  
      My manager informed me of my ongoing performance. - -  
      My manager fairly evaluated my work performance in annual performance reviews. - -  
      My manager accepted constructive feedback about him/herself from me. - -  
      My manager developed cooperation and teamwork in the department. - -  


  1. Would you like to share any additional feedback about your manager? Please include their name if you would like them to receive this anonymous feedback.


  1. Why are you leaving?*
    Personal Reasons
    Lack of Professional Development
    Career Advancement
    Relocating
    Retiring
    Salary
    Schedule Process
    Teleworking unavailable due to distance from home to office
    Other


  1. If other to question #15, please specify.


  1. What did you like BEST about working in the Contact Center?*
    Bonus Initiatives
    Internal recognition programs
    Lack of personal workload - real time environment
    Teamwork
    Your trainer
    Your manager
    Co-workers
    Flexible Breaks
    Other


  1. If other to question #17, please specify.


  1. What did you like LEAST about working in the Contact Center?*
    Hours
    Lack of professional development
    Lack of recognition
    Lack of training
    Salary
    Scheduling process
    Statistical measurements
    Stress
    Type of work
    Work environment
    Work/life balance
    My manager
    Co-workers
    Other


  1. If other to question #19, please specify.


  1. If you are moving into another role, what attracted you to this position?*
    Better benefits
    Better work/life balance
    Career advancement
    Flexibility
    Hours
    Opportunity outside of the insurance industry
    Less stress
    Reduce telephone interaction with customers
    Salary
    Other


  1. If other to question #21, please specify.


  1. What, if anything, could have been done to change your mind about leaving the Contact Center?
    Career advancement within the Contact Center
    More cross-training
    More flexible scheduling
    Nothing - personal decision
    Salary
    Teleworking - increase mileage requirements
    Other


  1. If other to question #23, please specify.





Quality Specialist
Unum