Are you ready for the multi-chanel customer touchpoint challenge?


About the Global Contact Centre Benchmarking Report

Benchmarking is fundamentally about learning, identifying gaps in performance and adopting best practice techniques that can be used to drive effective change in customer contact management.

A comprehensive, global overview ...
Frequently cited by industry analysts and quoted by the media, the Dimension Data Global Contact Centre Benchmarking Report is widely acknowledged to be the most useful, authoritative and comprehensive report of its kind. It’s designed to provide a single point of reference on key aspects affecting customer management within today’s contact centres. We believe it to be the most extensive global overview of its type.

... based on relevant research
Our Report is based on research conducted via a comprehensive survey. We refresh the survey each year to ensure we’re capturing the information that’s most relevant to our industry and its future.

... offering analysis and recommendations
Each chapter has four sections to provide practitioner-led thought leadership insights, hot topic quick tips and an infographic summary. Analytical findings are supported via chart or table content, each supplemented by structured commentary. In each chapter, we:

  • identify and then qualify the research trends
  • ensure clear context via business impact assessments on the key issues
  • present recommendations on how you can plan, optimise and differentiate your contact centre solutions for tomorrow’s needs

... supported by an online portal
Our redesigned Benchmark Comparison Portal complements the Report and has been enhanced to allow additional filtering options for region/sector, contact centre size, provider and service type. Where applicable, it now also incorporates historical data.