Frequently Asked Questions
About Global Contact Centre Benchmarking
What is benchmarking?
Benchmarking has various definitions, but fundamentally it’s about learning from shared data and adopting best practice. It’s a continuous process of measuring and comparing against peers and industry leaders.
In today’s highly competitive environment, benchmarking is a way to compare the organisation’s approach to managing all facets of the contact centre – from people and process, to technology. It establishes what baseline metrics are in place and in which direction trends are moving. It’s not necessarily about being the best, it’s about knowing your ‘as is’ position and knowing where you want to be.
Tell me more about the Global Contact Centre Benchmarking Report (GCCBR)?
The GCCBR has been in existence for over 15 years and has gone from strength to strength. First published by Merchants in the UK, the report has grown to average over 500 participants with representation from more than 60 countries, across all industry verticals.
We conduct annual research by asking over 120 questions in collaboration with our existing benchmark community members and through support from contact centre associations from around the world.
The strength of our study lies in the fact that it asks the right questions, clearly based on a deep understanding and our experience with all the operational facets of managing a Contact Centre. Some so-called benchmark studies ask questions of more relevance to its sponsor than the Contact Centre Manager, which often lead the study in directions of little or no help to the reader.
Why is benchmarking important?
Contact centre management is a complex discipline that spans multiple fields of knowledge. It requires the application of sophisticated technology infrastructure and processes across the enterprise, which are consistently executed and optimised. Most importantly, it requires an understanding of consumer behaviour, human performance, leadership principles and the ability to analyse and manage the fine balance between cost and profit drivers.
If benchmarking is conducted consistently and regularly, the contact centre benefits by being able to gauge what progress is being made internally over time, versus the wider industry. Strategic insight like this can be converted into practical knowledge against which prioritisation and improvements can be defined.
How have past participants found benchmarking useful?
Benchmarking is about learning from shared data and adopting best practice. Of all benchmark survey respondents, 86% participate in the annual GCCBR primarily to compare their performance to peer group businesses and identify opportunities for cost reduction and performance improvement.
It provides a mechanism for comparing the organisation’s approach to managing all facets of the contact centre – from people and process, to technology. It establishes what baseline metrics are in place and in which direction trends are moving. Participation alone provokes awareness and action around the all-encompassing approach to effectively managing the operations.
It’s not necessarily about being the best; it’s about clearer understanding of the current position and knowing where you want to be.
Benchmarking Services
What services can you offer?
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GCCBR – This 200+ page report is produced annually in both printed and digital format and provided free to all participants and partner associations. |
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Summary GCCBR – This 16-page summary report provides a preview of key trends and our findings from the full survey, incorporating the highlights and themes emerging from annual study results. |
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Online Benchmarking Comparison Portal – Recently refreshed and enhanced. Users can access graphical analysis on all 350+ performance metrics, and are able to cut the data by Region/Industry/Size/Outsource or Captive. The Portal also has a ‘My Reports’ functionality allowing users to export their chosen charts straight to their desktop. |
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Benchmark Comparison Service – As an optional service, this site review aims to help participating businesses by providing a PowerPoint report that compares client performance versus the regional/global benchmark, with SME analytical commentary and review recommendations. |
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What is the Online Benchmarking Comparison Portal?
Our dedicated world-first Online Benchmarking Comparison Portal contains comprehensive data on more than 350 performance metrics, allowing users to compare their own results against their peers and to review the findings by region, sector, size or outsource vs. captive centres.
What is the Benchmark Comparison Service?
This service is designed to help participating businesses by providing a Benchmark Performance Report that compares client performance versus relevant regional/global benchmark, with analytical commentary and review recommendations.
The service is often used by large organisations and industry associations to calibrate peer-to-peer performance. Optional single-site reviews can also be arranged for those participants needing a deeper understanding of their own centre’s position within the development model strategy.
Please contact Andrew.McNair@dimensiondata.com for more information.
The 2012 GCCBR
When will the next GCCBR be available?
The 2012 report will be launched this coming September.
When will the 2012 GCCBR be available?
The 2012 GCCBR will be launched in September 2012. A pre-order discount of 30% is available for those orders received prior to launch. Click here to reserve your copy.
Benchmark Report Participation
How do I participate?
The 2012 survey is now open, please click here to participate.
What benefits do participants get?
All participants completing the 2012 survey receive:
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The 2012 GCCBR (value of USD 1,500); |
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The 2011 GCCBR – immediately upon survey completion (additional value of USD 1,500); |
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Access to the Online Benchmarking Comparison Portal – online and recently enhanced access to over 350 performance metrics; and |
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Access to the Benchmark Members Area – website access to benchmark library. |
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What topics does the 2012 GCCBR cover?
Dimension Data's GCCBR 2012 includes dedicated chapters on:
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Strategy and Development; |
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Operations; |
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Self-service; |
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Customer Interaction; |
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Workforce Optimisation; and |
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Technology. |
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Each chapter presents the survey data in easy-to-read charts and graphs along with expert commentary and analysis on the findings. Further value is provided via industry SME insights into both today’s practices and what you can expect tomorrow.
In addition to above we provide subject matter consideration on evolving practices and customer management systems. This includes social media, innovation, cloud, customer engagement and more.
Completing the Survey
How do I complete the Benchmarking Survey?
There are various options available to you:
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Save and Return – The survey can be completed online by using the link we provide to you. Along with the link, a username and password will be provided for secure access, allowing you to save and return later should you need to pause. You will receive these details by e-mail. |
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Assign or Print – You can assign different sections of the survey electronically to various specialists in your organisation. This is easily achieved by using the completion manager to assign sections. Alternatively you may print each section. |
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Online Help and Instructions – Full completion and help details are included on the benchmarking survey portal. You will be able to view these details once you have received your link to complete the survey. |
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Purchasing a Benchmark Report
How do I order a copy of the GCCBR?
The 2011 GCCBR is available for purchase now. Please fill in your details on our online order form, or e-mail us on ccBenchmarking@dimensiondata.com for more information.
Pre-order discounts of 30% are available for anyone ordering the 2012 GCCBR prior to its launch in September 2012.
How much does the GCCBR cost?
We’re delighted to confirm that we’ve held the price for the 2011 GCCBR at USD 1,500.
We’re able to make specific arrangements for you to make the payment in your own currency, if you prefer – we cater for ZAR, EUR, AUD, USD and GBP. Certain members of industry associations will have access to special discounts. Participants, of course, will receive a complementary copy of the report and additional copies will be made available to participants at a reduced price.
What payment methods do you accept?
We can receive your payment via electronic funds transfer or credit card.
Once I've placed my order, what happens next?
Once you've filled in the online order form, you receive both a confirmation of order and invoice. The confirmation of order, issued upon payment, also provides necessary links to the GCCBR and Comparison Portal.
Upon receipt of payment you immediately receive a digital copy of the GCCBR, a personal link to the Online Benchmarking Comparison Portal, and access to our Global Benchmarking Members area on the GCCBR website.
Where applicable a printed copy of the GCCBR is shipped via express courier and generally received within three or four working days.
Conditions and Privacy
Who is eligible to participate in the survey?
Our only eligibility criterion is that you have 20 or more agents within your contact centre.
Conditions of participation:
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All information pertaining to the identity and information of your contact centre will remain anonymous. Absolutely no individual references to data that are likely to reveal any particular participant will be included in the report or shared with any persons, other than the dedicated Benchmarking production team. |
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If, for some reason, you’re unable to submit certain areas of information such as financial data, please continue to submit the remaining sections. Each survey doesn’t have to be fully completed to be included in the survey; we do make provisions for this, as not every contact centre will be able to fill out every section. |
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Once you register, you will undertake to provide complete and accurate data to the best of your ability. |
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We reserve the right to refuse any applications to participate in the survey. |
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Does your Privacy Policy protect my information?
Yes! All participant identities and responses are bound by the Dimension Data Privacy Policy.
Click here to read the Dimension Data Privacy Policy.
For more information, please email us: ccBenchmarking@dimensiondata.com
Join the Benchmark Panel and Subscribe to Updates
Shaping tomorrow’s trends through a global research community
Join our global research panel that will help shape the future for contact centres across the world. Now even faster to complete, the 2012 research survey has a new format that is simpler, easier and more convenient to use.
Highlights of the new look online survey:
• Shorter and more intuitive survey
• More multiple choice questions in a simplified format;
• Ability to save answers and return to the survey later at any point;
• Streamlined registration process, now incorporating less details into the actual survey
• Surveys covering the top six research categories for contact centre benchmarking.
Benefits of joining the global research panel:
• FREE report valued at US$1500 for completing the survey;
• Free members only content. Survey completion also immediately secures your access to our new members only web site, containing exclusive information and previous reports.
• FREE access to the world’s first benchmarking comparison portal that enables you to easily compare your responses across vertical, region, size and captive vs. outsource categories.
How to join:
Join our global research panel in three easy steps:
1. Click to join
2. Submit your email details
3. Start the survey in one click.
If the survey has opened you will immediately be taken to the survey. If you pre-register before the survey has opened, you will be contacted with your link as soon as it becomes available (2012 survey estimated to open October 2011).
This is your chance to have your say and be part of a global benchmarking panel. By taking part in this year’s survey, you have the opportunity to help set the trends and standards for contact centres around the world.
For more information, please email us: ccBenchmarking@dimensiondata.com