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Exit Survey »
 
 
Hello:
Thank you in advance for taking the time to complete our survey. We are conducting this survey in order to get a better understanding of employee understanding, satisfaction and engagement towards the Call Quality Program and the First Call Resolution Program. It is vital that we know what agents think in order to continually improve the programs. Your feedback is important to us and this survey is your chance to share it with us.

It will take approximately 10 minutes to complete the survey.

None of the information you provide can be traced back to you so all your responses will be anonymous, accessed only by our internal quality team, and reported in aggregate. Your information will be coded and will remain confidential. Please be thoughtful, honest and candid when you complete the survey.

Thank you very much for your time and support. Please start with the survey now by clicking on the Continue button below.
 
 
 
Please select your department from the following list:
 
 
1. How familiar are you with the following components of the Canada Post Call Quality Program?
Very unfamiliar Unfamiliar Somewhat unfamiliar Somewhat familiar Familiar Very familiar
* 1.1. Mandate / Goal
* 1.2. Roles & Areas of Responsibilities
* 1.3. Definitions
 
 
2. Do you agree with the following statements (general understanding):
Completely Disagree Disagree Somewhat Disagree Neither agree nor disagree Somewhat Agree Agree Completely Agree
* 2.1. The Quality team does a good job at communicating call quality program updates that affect you.
* 2.2. I have all the necessary tools and support to improve my quality scores.
* 2.3. The Quality team provides sufficient positive feedback and recognition to the agents.
* 2.4. I understand how I can positively influence our Customer Experience from a call quality perspective.
 
 
3. Do you agree with the following statements (improvements):
Completely Disagree Disagree Somewhat Disagree Neither agree nor disagree Somewhat Agree Agree Completely Agree
* 3.1. The Call Quality Program contributes at improving our Customer Experience.
* 3.2. The Call Quality Program contributes at improving First Call Resolution.
* 3.3. The Call Quality Program contributes at improving Process Compliance.
 
 
4. Do you agree with the following statements (call quality coaching):
Completely Disagree Disagree Somewhat Disagree Neither agree nor disagree Somewhat Agree Agree Completely Agree
* 4.1. I receive timely coaching on my call quality evaluations.
* 4.2. My call quality coaching sessions contribute in helping me improve my overall call quality resutls.
 
5. How familiar are you with the following components of the First Call Resolution Program?
Very unfamiliar Unfamiliar Somewhat unfamiliar Somewhat familiar Familiar Very familiar
5.1. Call Center Experience (CCE) survey indicator results.
5.2. Rep Experience (RE) survey indicator results.
5.3. First Call Resolution (FCR) survey indicator results.
 
 
6. Do you agree with the following statements:
Completely Disagree Disagree Somewhat Disagree Neither agree nor disagree Somewhat Agree Agree Completely Agree
6.1. I clearly understand the correlation between our Call Quality results and our First Call Resolution program results.
6.2. I understand how I can positively influence the Customer Experience from a FCR program perspective.
6.3. The First Call Resolution Program contributes at improving our Customer Experience.
 
 
 
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