W-0-6
Worksheets
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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?
YES / NO
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
YES / NO
b) Talks messages
YES / NO
c) Returns to attendant
YES / NO
Are there a lot of calls?
a) for departments
YES / NO
b) for extensions
YES / NO
What kind of messages do callers leave?
a) Callers name
YES / NO
b) Private message
YES / NO
c) Detailed information
YES / NO
Are there any employees sharing extensions?
YES / NO
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?
YES / NO
