The call center environment is a dynamic and demanding mix of changing call volumes, varied agent skill and rotating campaigns. To effectively manage all of these elements and deliver on customer expectations when it comes to service, leaders in this space benefit considerably from call center training.

The Resource Center for Customer Service Professionals (RCCSP) offers extensive call center training options, including its latest: Designing Effective Questionnaires. A hands-on training course for call center leaders, this session is designed to appeal to those charged with the task of creating an effective survey tool for the purpose of gathering respondent data. Such data may include product feedback, customer service satisfaction or other intelligent information.

This call center training session offers an extensive agenda, built to ensure call center leaders walk away with an understanding of when to use the telephone, mail or in-person questionnaires. The course will also cover whether managers should use paper and pen or a computerized approach, such as the Internet, to gather data. Coursework will also explore how to combine a number of options to develop the proper approach for unique situations. 

Managers seeking this call center training will learn how to plan and flowchart a questionnaire to guide the overall logic of the process. The course will also focus on how to phrase questions, when to use open-ended and closed-ended questions, as well as how to choose the most appropriate rating, multiple choice, ranking, check-list and other approaches.

When writing questionnaires call center managers can encounter pitfalls. This call center training course will address these pitfalls and the best way to avoid them. Managers will also learn how to design the right questionnaire to address specialized studies that deal with positioning, concept tests, image assessment, segmentation, conjoint analysis, customer satisfaction, perceptual mapping and other applications.

Questionnaires are meant to gather important data from clients and when dealing with knowledge, memory or sensitive subjects, questions can be difficult to develop. This call center training course will include guidelines on how to phrase those difficult questions, as well as how to measure the importance of product attributes. Attendees will also learn how to assess beliefs, attitudes, lifestyles and perceptions, making sure that all measures are valid and reliable.

Finally, this call center training session will provide guidelines on how to administer questionnaires so that response rates are substantially improved, as well as what works and what does not. Attendees will also gain insight on the instructions to provide interviewers to ensure questionnaires are properly administered, probed and clarified.