CMS-10815 CMS-10815. Call Center Question List

Provider Contact Center – General Call Center

* means a response is required to proceed

Note: this is a list of questions (not a designed survey) we want approved in case we need to offer an online survey for additional contact center information. Survey logic is included for questions that may require a follow-up. If an online survey is needed, we’ll create it using these and other approved MCE questions and share it with management for approval.

Considering all services provided by [MAC Name], overall, how satisfied or dissatisfied are you with us, with 1 being extremely dissatisfied and 5 being extremely satisfied?

1. Extremely dissatisfied

2. Somewhat dissatisfied

3. Neither satisfied nor dissatisfied

4. Somewhat dissatisfied

5. Extremely satisfied

The representative was professional.

1. Strongly disagree

2. Somewhat disagree

3. Neither agree nor disagree

4. Somewhat agree

5. Strongly agree

The representative was knowledgeable on this topic.

1. Strongly disagree

2. Somewhat disagree

3. Neither agree nor disagree

4. Somewhat agree

5. Strongly agree

Did you get the information you needed?

1. Yes

2. No

What information do you still need?

• [Verbal response]

Notes:

• Show if “No” is selected in prior question

How satisfied or dissatisfied are you with this contact center experience, with 1 being extremely dissatisfied and 5 being extremely satisfied?

1. Extremely dissatisfied

2. Somewhat dissatisfied

3. Neither satisfied nor dissatisfied

4. Somewhat dissatisfied

5. Extremely satisfied

How can we make your next contact center experience better?

• [Verbal response]

How easy or hard was it to use our IVR, with 1 being extremely hard and 5 being extremely easy?

1. Extremely hard

2. Somewhat hard

3. Neither easy nor hard

4. Somewhat easy

5. Extremely easy

What did you try right before you called?

• Called the IVR

• Searched our website

• Searched CMS.gov

• Searched the internet (Google, etc.)

• Used our portal

• Wrote in

• Other [open text box]

• Nothing

How professional was our representative during your most recent call?

• Extremely professional

• Somewhat professional

• Neither professional nor unprofessional

• Somewhat unprofessional

• Extremely unprofessional

How wasn’t our representative professional?

• [Open text box]

Notes:

• Show if “Somewhat unprofessional” or “Extremely unprofessional” is selected in prior question

How knowledgeable was our representative on your topic during your most recent call?

• Extremely knowledgeable

• Somewhat knowledgeable

• Neither knowledgeable nor unknowledgeable

• Somewhat unknowledgeable

• Extremely unknowledgeable

What didn’t our representative know?

• [Open text box]

Notes:

• Show if “Somewhat unknowledgeable” or “Extremely unknowledgeable” is selected in prior question

Did our representative clearly explain the answer?

• Yes

• No

What could have been clearer?

• [Open text box]

Notes:

• Show if “No” is selected in prior question

How satisfied or dissatisfied are you with our representative on your most recent call?

6. Extremely dissatisfied

7. Somewhat dissatisfied

8. Neither satisfied nor dissatisfied

9. Somewhat dissatisfied

10. Extremely satisfied

If you use the portal, how likely are you to look for information there before contacting a representative?

• Always

• Usually

• Occasionally

• Sometimes

• Never

• I’m not a portal user

Did our representative explain your next steps?

• Yes

• No

• N/A

Were the next steps clear?

• Yes

• No

Notes:

• Show if “No” is selected in prior question

How could our representative explain the next steps better?

• [open text box]

Notes:

• Show if “No” is selected in prior question

How many times have you called about this exact issue?

• 1

• 2

• 3+

Why did you have to call back?

• [open text box]

Notes:

• Show if “2” or “3+” is selected in prior question

What was your call about?

• Appeal

• Claim Denial

• Claim Status

• Administrative Billing Issue

• Other [open text]

Was the length of time with the representative acceptable?

• Yes

• No

Did our representative suggest self-service tools to answer your questions?

• Yes

• No

How often in the past month have you spoken with a representative?

• 1 to 9 times

• 10 to 24 times

• 25 to 49 times

• 50 or more times

Generally, what is your preferred method to contact us when you have a question?

• Phone call

• Portal inquiry or secure message

• Webchat

• Write in

Were you able to get the information you needed from the IVR?

• Yes

• No

What information were you trying to get?

• [open text box]

Notes:

• Show if “No” is selected in prior question

Was it easy to understand the information from the IVR?

• Yes

• No

What would make it easier to understand?

• [open text box]

Notes:

• Show if “No” is selected in prior question

Have you used our website’s IVR call guide for help?

• Yes

• No

What tools or other information would make our IVR more helpful?

• [open text box]

Custom End of Survey Messages

• If “Somewhat dissatisfied” or “Extremely dissatisfied” is selected in Question 4 then the following response is provided:

Thank you for taking our survey. We’re sorry you didn’t have a positive experience when you contacted us, and we appreciate the time you took to share your feedback. We’ll work to address your concerns.

• If “Neither satisfied nor dissatisfied” is selected in Question 4 then the following response is provided:

Thank you for taking our survey. We appreciate the time you took to share your experience.

• If “Somewhat satisfied” or “Extremely satisfied” is selected in Question 4 then the following response is provided:

Thank you for taking our survey. We're happy you had a positive experience when you contacted us, and we appreciate the time you took to share your feedback.

PRA Disclosure Statement will be added as a link to the bottom of the survey

https://www.cms.gov/files/document/pra-disclosure-statement