I think that's a great set of questions. However I think there are one or two areas where you could use some improvement. You're trying to reduce the time custo

I think that's a great set of questions. However I think there are one or two areas where you could use some improvement. You're trying to reduce the time customer service people have to spend on the phone, so ask how much time their people spend on the phone. You're trying to make it so the customer service people don't have to repeat the same set of instructions over and over again. Ask if that is an issue with their company.