QUESTIONNAIRE

1] Sex M[ ] F[F]

2] Are you working full time or part time? FT [ FT ] PT [ ]

3] Duration that you have been working in a call centre?

2-5months[ . 3] 6-12months [ ] 1-3years [ ] 3+ years [ ]

4] Do you think customer service is maintained in the company?

Yes [ .y ] No [ ]

5] Do you think having and maintaining good communication with customers makes
the job more satisfying? Yes [ . y] No [ ]

6] Do you feel that the implementation of customer relationship management within

the company had had an effect on your working role? Yes [ . y] No [ ]

7] Does feedback gained from being monitored at a regular basis motivate you?
Yes [ .y] No [ ]

8] If you have answered yes to question 7, please explain how? --it has motivated me
to work more, even better, i.e. to improve my skills n has made more confident while
handling the customers on
call…..----------------------------------------------------------------------------------------------
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9] Is there a high level of stress in call centres jobs as compared to other forms of
work? Yes [ ] No [ ] sometimes {s} durin OT

10] “Employee performance being monitored for faults” Do you see this statement as
positive or negative? postitive

11] Is the feedback of data fed back to you in a positive or negative manner ? P

12] Do you think that your team leader is supportive of you in every aspect of your
work? Yes [ y] No [ ]

13] Do you share a good relationship with your team leader ? Yes [.y ] No [ ]

14] Do you feel too much under pressure when you are expected to maintain the same
level of standard with each call? Explain in brief. No not such……..after v r all
human being n sam performance canot b delivered each tym….dis is understood by
my TL n hence don’t feel dat pressurized….but den 2 v try r best 2 gv std
performance atleast….
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15] As an employee, do you think that your working conditions or well being is being
given importance? Yes [ Y ] No [ ]

16] Can you explain the level of stress a call centre employee has to go
through?------------job , if done by willingness never ever gives stress…..it only gives
pleasure when in limit……ya durin OT , stress was felt as it was for 12 hrz
continous….or else it was k….stress at call centre is whn u attend tp calls ….n u r
forced 2 answer dem politely….n cant even hang out without dier
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17] Do you think the job being highly repetitive and stressful can tire the employee?
Do you think it is frustrating? …yes it is repetitive n sumtyms even stressful
(OT)...furstating whn u start attending tp calls
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18] Are you always meant to follow the script on each call? Do you do it?-ya I try 2
maintain d sam script…as far as I can…….but yes at my centre it was mandatory 2
follow d script…it is as per d client of d centre…..but following script is alwys better
as it helps u whn u hav 2 ans on
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19] Are you being given enough training?---for me …..7 days of training was
given….but I think it was more dan enough….2-3 days r engh 2 train a
persn.------------------------------------------------------------------------------------------------
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20] Is there regular training on health and safety issues?-not

such…..---------------------------------------------------------------------------------------------
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