Senior Contact Center Specialist Survey

In September, the Contact Center launched a new role to increase operational effectiveness for our agents. The Unum US Senior Contact Center Specialist (UUS Senior) team consists of the following individuals: Terry Bailey, Stephanie Bloom, Chris Larrabee, Jessica Roberts and Amanda Tran. We would like you to take a moment to provide us with your feedback this new team.


A red asterisk (*) indicates required questions.

  1. What skill(s) do you service? (choose all that apply)*
    Claims
    FML
    Intake
    VB
    IDI
    Group
    LTC
    Switchboard
    Spanish
    Life
    Costco
    Simply Unum


  1. Which campus are you located?*
    Portland
    Chattanooga
    Columbia
    Work-at-Home


  1. Does your shift end after 5:00pm?*
    Yes
    No


  1. In the past two months, have you received assistance from a UUS Senior? *
    Yes
    No


  1. If the answer is yes, can you tell us how you were assisted (check all that apply)?
    Mentor assistance via IM
    Deskside/Face to Face
    Phone Conversation/EGC
    Email
    PTS/OJT
    Other


  1. In the past two months, have you utilized the Mentor IM to receive assistance with a question during a call?*
    Yes
    No


  1. If the answer is yes; on average, how long does it take a mentor to respond to your question?
    Less than 1 minute
    1-2 min
    2-3 min
    3-4 min
    4+ min


  1. What kind of support would you like to receive from an UUS Senior or do you have any additional feedback you would like to share with us?





Quality Specialist
Unum