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FSU Call Centre Questionnaire

The FSU wants to know what is happening in your call centre and other centres in the finance industry. We would like to ask you some questions about your health, the stresses you face, and how you feel about your job. This information will be kept anonymous, and your honesty is appreciated.
Is the call centre:

HEALTH
2. In the past month, how many days off have you taken because of sickness?
3. In the past month, how many days have you been to work when you felt unwell?
4. Do you feel pressure from your supervisor to come in to work when you are sick?

WELLBEING
How often do the following statements apply to you?
Please rate them on the scale 1= Never to 5= Always
Have you recently:
5. ...been able to concentrate on whatever you’re doing?
6. …lost much sleep over worry?
7. …felt that you are playing a useful part in things?
8. …felt capable of making decisions about things?
9. …felt constantly under strain?
10. …felt you couldn’t overcome your difficulties?
11. …been able to enjoy your normal day-to-day activities?
12. …been able to face up to your problems?
13. …been feeling unhappy or depressed?
14. …been losing confidence in yourself?
15. …been thinking of yourself as a worthless person?
16. …been feeling reasonably happy all things considered?

WORK
Do you agree with the following statements?
Please rate them on the scale 1= Strongly disagree to 5= Strongly agree
17. I feel I have constant time pressures due to heavy workloads.
18. I will be punished if I move away from the script I have been given.
19. I always feel rushed.
20. I can take a break when I need to.
21. I feel that my targets are achievable.
22. My adherence is adjusted fairly if needed.
23. I am worried about losing my job.

CALL MONITORING
24. Have you received useful feedback as a result of call monitoring?
25. Does call monitoring increase your stress levels?
26. Do you feel that the results of your evaluations are interpreted fairly?
27. Do you feel that your evaluations reflect your performance?

SOCIAL SUPPORT
Do you agree with the following statements?
Please rate them on the scale 1= Strongly disagree to 5= Strongly agree
28. My supervisor helps me to perform at my best.
29. I have good friends at work
30. I feel valued and accepted at work.
31. Bullying is a problem at my work.
32. I have a good relationship with my supervisor.

JOB SATISFACTION
33. How long have you worked with this organisation (in years and months)
34. Do you feel that you received adequate training for your role?
35. If you could receive more training, what skills or knowledge would you like to gain?
36. How often have you seriously considered quitting your present job?
37. What career opportunities do you feel you have in your organisation?
38. Taking everything into consideration, how do you feel about your job as a whole?

How often do the following statements apply to you?
Please rate them on the scale 1= Never to 5= Always
39. I don’t feel I’m always able to give the best customer service.
40. I have adequate resources and support to perform my role effectively.
41. I try to rush calls to fulfill the time requirements.
42. I’m able to make the decisions required to achieve the best outcome for the company
43. The demands of my job hamper my ability to satisfy customers.
44. I have to raise my voice to talk to customers on the phone.
45. Do you have any further comments about your call centre or anything else raised in this survey?

Name:
Employer:
Workplace:
Team:
Mobile
Email:
Are you an FSU Member?
Would you be happy to work with others in your call centre to change things for the better?

THANK YOU FOR YOUR TIME!
Contact Details
FSU NSW/ACT Branch
 Ph: 1300 366 378
 Fax: 02 9320 0099
 nswact@fsunion.org.au

Authorised By: Geoff Derrick, Local Executive Secretary NSW/ACT
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