BENCHMARKING
Curiosity is one of the most essential
skills of a contact centre manager. With increasing pressures being placed on
contact centre managers to contain the costs of, improve efficiencies in and
improve the performance of their centre, the need to know what is happening
and to understand the reasons for it are essential. As a key player in the
global contact centre industry, we are firmly committed to the ongoing growth
of this vibrant industry. We demonstrate our dedication by providing you with
an extremely valuable tool for your contact centre: The Global Contact Centre
Benchmarking report.
The report is an industry-renowned study
of contact centres around the world and has a proud history of
comprehensively investigating and reporting the performance levels achieved
and operational realities experienced by global contact centres.
The Benchmarking Report aims to add
value to you and your contact centre: providing you with information and
analysis of operational daily productivity benchmarks through to helping you
articulate the true purpose and value of your centres. The report is
concerned with the current status of the global contact centre market. Its
content encompasses the entire sphere of today’s contact centre environment.
It includes all aspects of contact centre operations and performance from
strategy, customer management and financial management, through processes and
procedures, human resources and training, to technology environment and
overall performance management.
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The Global Contact Centre Benchmarking
Report provides you with global contact centre information of an
unparalleled depth and scale.
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The report receives high levels of
participation from across the world which means that it presents a balanced
picture of an increasingly global industry. One of the unique qualities of
the report is that we not only provide you with pages of statistical
information, but a combination of data and analysis. In other words, we have
requested contact centre experts, with years of experience, to use their
skills to interpret and illuminate the results - the expert analysis and
commentary provides you with a further source of knowledge.
Though primarily targeted at managers
and specialists directly involved in contact centres, the report has direct
and practical relevance for business personnel that consult, supply services,
are responsible or have a connection to or interest in the contact centre
industry.
