Welcome
The Global Contact Centre Benchmarking Report is widely acknowledged as the most useful, authoritative and comprehensive research of its kind.
Our goal is to provide a completely independent, not-for-profit publication that promotes thought leadership and encourages best practice in the industry. Our success is dependent on your support and we need your help.
Click here to participate
In return for your participation, our subject matter experts will analyse the results and present the insights, evolving trends and behaviours in a way that will help you reduce costs and promote your own best-practice customer experience.
If you complete the survey, you’ll receive a complimentary copy of the 2012 Report (valued at USD 1,500).
Limited time offer:
Complete the survey within 10 days and receive immediate access to our online Benchmarking Comparison Portal. You can view and investigate data by region, sector and contact centre size on over 350 performance metrics and over 500 contact centres globally. Click here to participate.
We thank you for your continued support.
Andrew McNair
Head of Global Benchmarking
History
Dimension Data's Global Contact Centre Benchmarking Report has a proud history of comprehensive investigation and reporting on performance levels and operations of contact centres around the world.
It is widely acknowledged to be the most useful, authoritative and comprehensive report of its kind. It covers the full breadth and depth of contact centre management and gives rich information about day-to-day challenges faced by contact centres and current trends within the industry.
Since its first publication by Merchants in 1997, the report has grown to average over 500 participants from more than 60 countries, representing all industry verticals sectors. A truly global report with 14 years’ worth of historical data, it has become the invaluable reference for all contact centre professionals.
The Benchmarking Report aims to add value to contact centres professionals across the world by enabling the reader to:
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Compare contact centre performance with others of similar size, industry and geography;
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Identify strengths and weaknesses in key areas of operations management, technology and people and how they measure up to best practice;
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Learn how to improve contact centre effectiveness and efficiency;
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Understand today’s trends affecting the industry globally, and what the future may hold
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Provide managers with a set of best practice standards and benchmarks, including staffing and training, performance metrics, technology usage, budgets and development plans.
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Help decision makers support business cases and those involved in consulting or supplying services to the contact centre industry.
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Each section includes insightful analysis and recommendations for day-to-day challenges. Sections within the report include:
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Strategy
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Operations
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Self Service
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WFO
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Customer interaction
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Technology
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2009 marked the release of Dimension Data’s world-first comparative benchmarking portal which enables respondents to view their own data as well as compare themselves to others in the same region / industry vertical / size classification and outsourcer vs. captive contact centres.
Never before have contact centres had such unprecedented access to such comprehensive benchmarking capabilities
If you would like your contact centre to access cutting-edge benchmarking and our revolutionary portal, please complete the 2012 survey.
Survey
The Global Contact Centre Benchmark Survey comprises over 350 question points across six key chapters on:
• Strategy and Development;
• Operations
• Self Service
• Customer Interaction
• Workforce Optimisation
• Technology
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.
The survey can be completed in its entirety or there’s an option only to participate on relevant chapters and/or interest sections. To receive a free copy of the Report a minimum of four chapters must be fully completed.
What are the benefits of benchmarking?
Benchmarking is about learning from and sharing of data, identifying gaps in performance and adopting best practice. 86% of the participants of the Dimension Data Global Benchmarking Report participate so that they can compare their performance to peer group businesses and identify opportunities for cost reduction and performance improvement.
By using the Report, you can gain an invaluable insight into the general state of play of the contact centre industry and technologies. Using information gathered from across the world, it allows you to continually measure and compare your performance with that of other industry leaders and competitors.
The report gathers information and key data from hundreds of contact centres across the world and has the added benefit of historical data since 1997. In 2011 alone, 545 contact centres were surveyed in 62 countries on five continents demonstrating the wide reach and acceptability of Dimension Data’s benchmarking. It will expose you to key topics and trends covering the entire scope of contact centre operations - from performance, processes, organisation and technology to your development strategy, financial and customer management.
Who will benefit from reading the Report?
All key decision makers and managers in the contact centre industry will benefit from the expert analysis drawn from consultants and technical specialists from Dimension Data, Datacraft and Merchants.
The Report is also a useful tool for anyone involved in consulting or supplying services to the contact centre industry.
To find out more about this year's Report and get an idea of some of the findings contained within it, request your electronic copy of the 2011 Benchmarking Summary Report.
To secure your full and comprehensive copy of the Global Benchmarking Report 2011, a complete guide to contact centre performance and development, please complete the order form.
Benchmarking Comparison Portal
In a commercial environment where costs are being slashed and competition for survival is becoming intense, the role of benchmarking is critical. 86% of the participants of the Dimension Data Global Benchmarking Report participate so that they can compare their performance to peer group businesses and identify opportunities for cost reduction and performance improvement.
An industry and world first, we proudly present the definitive answer to benchmarking in the contact centre. Our brand new benchmarking portal brings these phenomenal benefits to contact centres:
Power to compare own data by geography, sector, size, outsource or captive FREE
Comprehensive benchmark assessment FREE
Access to global benchmark data from over 500 operations worldwide FREE
Comparisons to historical data to identify trends FREE
Multiple enquiries to validate data as your own business / sector evolves FREE
To enquire about the portal, please contact us.
Order Report
To secure your full and comprehensive copy of the Global Benchmarking Report 2011, a complete guide to contact centre performance and development, please complete the order form.
Benchmarking Webinar Series
Please complete the registration form in order to receive further information on the 2011 Global Contact Centre Benchmarking Webinar series. The series will explore the following topics based on findings from Dimension Data’s Global Contact Centre Benchmarking Report. Subject matter experts will take you through a series including: global benchmarking results overview; strategy and development; operations; self-service; technology; workforce optimisation, and interaction management.
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