About the Report


The Global Contact Centre Benchmarking Report provides a comprehensive global overview of the state of multichannel interactions, and customer management in contact centres.

​Frequently cited by industry analysts and quoted by the media, the Dimension Data Global Contact Centre Benchmarking Report is widely acknowledged as 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 in today's contact centres.

... based on relevant research

This Report is based on findings from 901 participants, across six regions and 12 industry verticals. The report provides analysis and recommendations, and is supplemented by commentary from our experts.

Key findings


Compare your contact centre

 How does your contact centre measure up?

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Compare your contact centre against results from this year’s Report with our Benchmark Comparison Portal, and these highlights summaries


Global Contact Centre Benchmark Comparison Portal

Dynamically filter all the results from the 2015 Report

> Learn more
> Demo a free preview

Engage with us

 Engage with our experts

Andrew McNair
Head of Solutions and Global Benchmarking
Ask me about:
Customer interaction management

Richard Holmes
Global Benchmarking Manager

Ask me about:

Contact centres
Business analysis

Robert Allman
Principal Director, Contact Centres

Ask me about:
Unified communications
Contact centre solutions

   Paul Scott
Global Consulting Executive

Ask me about:
Business transformation
Professional services

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Latest thinking


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