Collective psychological atmosphere of Viettel customer care center phone operators in Hanoi

STT	Quality, capacity	Show
STT	Quality, capacity	Very leaky	Can be shown	Not shown
1	role model
2	Fair
3	Frank
4	Be assertive with subordinates
5	Be tactful in behavior
6	Deep understanding of the profession
7	Have the ability to organize work
8	Generous

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Question 6. Please indicate the level of the following qualities demonstrated by the Center's leaders.

Question 7. Please indicate your level of satisfaction with

STT

Criteria	Level
Criteria	Comedy heart	Jar often	Are not satisfied
1	Shift Leader
2	Monitor
3	Support
4	Client
5	Personal professional skills
6	Working conditions
7	Rewards, promotions and appointments in the Center

Question 8. When there is a conflict between telephone operators, how do center leaders usually resolve it?

□ Do not find out the cause, reprimand immediately

□ Find out the reasons from both sides and then make a decision.

□ Just listen to one side and then decide.

□ Don't care, the operator will handle it himself

Question 9. While working and living with his team members, he

(I) feel

□ Feel comfortable and happy

□ Feel normal

□ Uncomfortable, constrained, inhibited

* Why: ……………………………………………………………………………

Question 10. Recently , do you feel that the relationship between you and your colleagues is...

(Please choose 3 options that best match your mood and rank them in order from 1 to 3)

□ Friendly and open

□ Enthusiastically support and share with each other when facing difficult situations

□ Neither close nor hate anyone

□ Just a working relationship

□ Not comfortable, uncomfortable

□ Indifferent, each person mind their own business

□ Always be vigilant with each other

□ Treat each other like blood relatives

□ Sincerely exchange experiences to make call quality better

the better

Status	Object	Level
Status	Object	Very often	Frequent	Sometimes	Seldom	Never
1	Most of the people in the center
2	Communicate only with leaders center
3	A few close friends
4	Don't like to communicate with anyone

Question 11 : In the telephone operator group, please indicate the level of communication with each subject.

Question 12. Every day, you and your friends and colleagues often discuss:

Status

Topic

Level

Frequent

Sometimes

Never

The work of the center, in terms of profession,

internal affairs of the telephone operators, together with withdrawal experience and skill development
2	Emotions and private matters of personal life
3	Leaders (shift leaders, supervisors) close) and support
4	Call related issues of customers and customers
5	Company salary and bonus issues

Question 13. Do you feel like you are really a member of a group?

□ Yes □ No

* Why do you think so: ..........................................................................................

................................................................ ................................................................ ................................................

Question 14. Please let us know if the group regularly organizes extracurricular activities? (Going on tours, eating and singing parties, playing sports, visiting the sick, celebrating Tet, interacting with other groups...)

□ Yes □ No

If yes, please indicate your level of participation:

□ Regularly □ Occasionally

□ Rarely □ Never

Question 15. When you encounter a difficult situation at work that you cannot solve immediately, who do you usually ask for help?

STT

Objects requiring support	Level
Objects requiring support	Very often	Frequent	Sometimes	Seldom	Never
1	Shift Leader
2	Monitor
3	Support
4	Colleague
5	Research to resolve and call customer back later when there is an answer
6	Other opinions	………………………………...……………….

* Please tell me why? …………………………………………….....

………………………………………………………………………………………………

Question 16. In your opinion, is the current shift schedule reasonable?

□ Reasonable □ Unreasonable

* If you choose no, please give the reason:……………………...

……………………………………………………………………………………………….

………………………………………………………………………………………………

Question 17 .Please tell us how committed you are to your current job.

STT

Topic	Level
Topic	Frequent	Sometimes	Never
1	When I come to the work center I feel like I am at home.
2	Want to continue working at the center but be transferred to other departments, become an employee official
3	Do it temporarily and then put it aside for later.
4	Other opinions	…………...………………………….. ………….…………………………..

* Please give the reason: ............................................................................

................................................................ ................................................................ ................................................

Question 18. When receiving a call, what do you usually do?

□ Try to find different ways to communicate the problem to the customer and expand the information

□ Repeat the answers quickly because you already know them all.

□ Provide according to customer needs

□ Communication is not so important because there are many other things to worry about.

Question 19. Are you satisfied with your current salary?

□ Totally worth the effort

□ Worth the effort

□ More suitable than unsuitable

□ Not suitable

* Please state the reason:

................................................................ ................................................................ .................................................

………………………………………………………………………………………………...

Question 20. When assigned work by the leader (assigning extra duty on a day off, assigning extra duty to another room, assigning cleaning duty, transferring machines... ), you...

□ Happy to follow

□ Want to ask before doing

□ Do the work

□ Reluctantly accepted

Status	Criteria	Level
Status	Criteria	Very funny heart	Satisfied	Normal	Less satisfied	Not satisfied
1	Number of calls made per day
2	Call quality

Question 21. Please indicate your level of satisfaction with the number of calls you made per day and the quality of calls you made.

Question 22. When a customer calls the switchboard, what do you usually do?

□ Always smile so that customers can feel the enthusiasm and friendliness of the operator.

□ Accept it normally because you can't always smile.

□ Indifferent when receiving customer calls

□ Raise your voice when answering customer calls

Status	Factors	Level
Status	Factors	Very photo enjoy	Little impact	No photo enjoy
1	Leadership concern for employees
2	Teamwork, support each other in work
3	Salary received
4	Employee care
5	Professional working environment
6	Good working conditions
7	Reasonable reward and discipline regulations, fair distribution of benefits
8	Employee awareness level
9	Employees have a sense of responsibility and are proactive in their work.

Question 23. Please rate the level of influence of the following factors on the psychological atmosphere in the group?

Question 24. What are your recommendations and suggestions to make the atmosphere in the center healthier?

................................................................ ................................................................ .................................................

Question 25. Please tell us a little about yourself Gender: Male □ Female □

Year old: .....................................................................................................................

Years of service:……………………………………………………….… Department:...................................................................................................................

Partner: . .....................................................................................................

Professional qualifications: ..........................................................................................................

We sincerely thank you!

UNIVERSITY OF SOCIAL SCIENCES AND HUMANITIES

DEPARTMENT OF PSYCHOLOGY

EVALUATION FORM

With the desire to learn to contribute to supporting the telephone operators in the Viettel Hanoi Customer Service Center - Military Telecommunications Company to increasingly improve the quality of customer care services, we hope to receive your comments. Your valuable comments will be one of the factors to improve the quality of service, at the same time improve the psychological atmosphere in the Customer Service Center.

This topic is for research purposes only, so you do not need to sign your name on this exchange form!

The level of expression is arranged from high to low.

ST T

Features	Rating Score									Features
Features	9	8	7	6	5	4	3	2	1	Features
1	Friendship										Hostile
2	Concord										Discord
3	Satisfied										Not satisfied
4	Attractive										Listless
5	Effective										Ineffective
6	Cozy										Cool
7	Cooperate										Non-cooperation
8	Support each other										Not good with each other
9	care for each other										Not interested
10	Success										Failure

We sincerely thank you!

APPENDIX II

HANOI NATIONAL UNIVERSITY

UNIVERSITY OF SOCIAL SCIENCES AND HUMANITIES

DEPARTMENT OF PSYCHOLOGY

Number of votes:

EXCHANGE VOUCHER

( For leaders)

With the desire to learn to contribute to supporting the telephone operators in the Viettel Customer Service Center in Hanoi - Military Telecommunications Company to increasingly improve the quality of customer care services, we hope to receive your comments. Your valuable comments will be one of the factors to improve the psychological atmosphere as well as improve the working efficiency in the Viettel Customer Service Center.

This topic is for research purposes only, so you do not need to sign your name on this exchange form !

We sincerely thank you !

Question 1.Please let us know the reasonableness of the bonus points and rewards for the partner company's phone operators:

□ Very reasonable

□ Reasonable

□ Less reasonable than unreasonable

□ Not reasonable

Other comments:…………………………………………………………………

Question 2. Please tell me what the relationship between the leader and the operator in the Customer Service Center is.

□ Relationship between superiors and subordinates

□ Respect and trust each other

□ Intimate family relationships

STT	Conflict	Level of expression
STT	Conflict	Frequent	Sometimes	Seldom	Never
1	Individual to individual
2	Individual vs. Group
3	Leadership with individuals
4	Leadership with Teams
5	Personal with customers