consulting and BENCHMARKING

Every year customers demand higher levels of service and raise their expectations of their interactions with contact centres. Although contact centres continuously strive to meet these expectations, the reality is that many are working within a limited budget, whilst facing enormous pressure from shareholders to cut costs even further.

With our experience and understanding of the contact centre industry, we can help you to improve your contact centre and to run it more effectively and efficiently. Our Merchants Consulting division has led the way in developing strategic thinking and defining best-practice contact centre operations for over 25 years; expertise that has been built up by managing our own centres and through hundreds of client engagements across all market sectors, and the publication of the Global Contact Centre Benchmarking Report.

First published in the UK in 1997 by Merchants, the 2007 Report is the ninth in a series of the industry-renowned benchmarking reports.  The Report has balanced global and industry representation from 403 contact centres located across 42 countries and five continents, and is an invaluable reference for all contact centre professionals. It provides managers with a set of best practice standards and benchmarks, including staffing and training, performance metrics, technology usage, budgets and development plans. The report is researched and published by Dimension Data’s contact centre specialists. For more information about the Report, please visit the Report’s dedicated website.