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Customer's Call Handling Survey
Who attends incoming calls? ______________________________________________
Who are the customer's callers? ___________________________________________
Does the attendant spend a lot of time answering repetitive
questions?
What happens when the operator is not available to answer incoming calls?
_______________________________________________________________________
How do callers know the extension number?
_______________________________________________________________________
When a call is transferred, what happens if the extension is busy or
does not answer?
a) Performs paging
b) Talks messages
c) Returns to attendant
Are there a lot of calls?
a) for departments
b) for extensions
What kind of messages do callers leave?
a) Callers name
b) Private message
c) Detailed information
Are there any employees sharing extensions?
How many outside employees do not have extensions? _______________________
How many employees use pagers? _________________________________________
What are peak calling times? _____________________________________________
Are after hours call answered by an answering machine?
W-0-6
YES / NO
YES / NO
YES / NO
YES / NO
YES / NO
YES / NO
YES / NO
YES / NO
YES / NO
YES / NO
YES / NO
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