Consumer Moves - Performance Constraints Survey
Name (optional): 


A red asterisk (*) indicates required questions.

  1. FCR Constraints -
    What challenges are you encountering on your calls that is stopping you from hitting the FCR goal (aside from system)?
    List two examples including Conn IDs*


  1. FCR Constraints -
    Which parts of the process do you think needs improvement?
    List two recommendations*


  1. AHT Constraints -
    What challenges are you encountering that is stopping you from being efficient on your calls (aside from system)?
    List two examples including Conn IDs*


  1. AHT Constraints -
    How can we better address these challenges?
    List two recommendations*


  1. MAE Constraints -
    What challenges are you encountering on your calls when transferring or receiving a transferred call?
    List two examples including Conn IDs*


  1. MAE Constraints -
    How can better manage MAE and hit the goal of below 26%?
    List two recommendations*


  1. NPS Constraints -
    What challenges are you encountering on your calls that is stopping you from creating a better moving home experience for customers (aside from system)?
    List two examples including Conn IDs*


  1. NPS Constraints -
    How can we better address these challenges and create more advocates for Telstra?
    List two recommendations*


  1. Sales Constraints -
    What are the road blocks that are hindering you from making a sale?
    List two examples including Conn IDs*


  1. Sales Constraints -
    How can better improve our sales performance?
    List two recommendations*





Teletech Telstra