*Company Name:  

*Date of Establishment:

*Partnership / Incorporated:  

*Names of Owners / Directors:  

* Your Telephone, E-mail and Skype addresses:  

*Your Postal Address:

*Contact Persons and designation  

*Number of Call Center Locations:  

*Size of each center: (seats):

*Total number of seats  

*Free capacity that you can allot to us?

* From (date): To:

*What are your main areas of activity?

*Which campaigns are you handling currently?
(It is important to know as there may be a  clash of interests)?

What is your call center’s vision and mission:

*How are performance goals and objectives of
your call center defined and  communicated:

*Are your business processes documented
and up to date?

(including recruiting, training, quality monitoring,
workforce & performance management, systems maintenance):  

*Is data is collected and analyzed on a regular basis
to indicate your current performance levels and trends?

*Are there continuous process improvement
methods in place? Please describe:  

*Have your managers developed career paths and
professional development plans, and do they use fair performance evaluation procedures.
Please explain:  

*What are the tools you employ to hire employees and
Do you have an exit interview that you use to improve your retention of employees:

*How many operators do you have that have worked over:  
2 years: % 1 years: % 6 months: %

How do you provide feed back to your operators?  

Tell us about a typical day at your call center:

*Do you have adequate facilities to cover power outages including
power black-outs and cut utility lines (network or phone lines):  

Do you have key performance indicators in the following areas:

* Operational efficiency - focused on operational costs: -- Yes No

*Operational productivity - focused on revenue generation -- Yes No

  *Service quality and customer satisfaction - focused on customers' experience -- Yes No