2006 Contact Centre Industry Benchmarking Study

SURVEY NOW OPEN

callcentres.net invites you to contribute to the 2006 Contact Centre Industry Benchmarking Study.

The benchmarking study is the most comprehensive, the most widely used, and the most frequently cited contact centre industry benchmarking study regularly published. Two versions of this in-depth study will be available: one focusing on Australia and the other on New Zealand.

It is extremely important for the contact centre industry to have access to up-to-date reliable information and this is achievable only through the contribution of contact centre related people such as yourself.

The 2006 benchmarking study is endorsed by the Australian Teleservices Association and is produced by callcentres.net, a pre-eminent contact centre research firm in the Asia Pacific region with over 10 years of research experience.  callcentres.net has delivered over 100 different reports to the contact centre industry and produces the most widely read twice-weekly contact centre newsletter in the region.

Free Report and Gift Voucher Prize Draw
You will need around 30 minutes to complete the benchmarking survey, so please make sure you set aside enough time before commencing.  We understand that your time is valuable and so we are pleased to offer you a FREE FULL COPY of the 2006 benchmarking study for your country as a thank you for your contribution.  Also, all completed surveys will be entered into a prize draw to win one of three $500 gift vouchers.

Benchmarking Study – Key Measurement Areas
The 2006 benchmarking study will provide detailed information to enable you to better manage your contact centre by benchmarking your centre’s performance against the contact centre industry as a whole.

The report will include key information about the following:

• Contact Centre Operations, including: customer contact channels, call volume, regions serviced, opening hours and outsourcing practices
• Technology including current usage and purchase intentions
• Human Resources, including: staff profile, turnover, tenure, absenteeism, retention, recruitment, training and remuneration
• Key Performance Indicators including goals and actual performance levels
• Budgets  and seat costs
• Quality Assurance and Customer Satisfaction
• Significant Challenges facing contact centre operations over the coming year

If you currently work in an Australian or New Zealand contact centre please follow the link below to make your contribution and to ensure that you gain your FREE FULL COPY of the 2006 Contact Centre Industry Benchmarking Study for your country.

If you would prefer to make your contribution via telephone or post please contact Jacqueline Tsui by email: jtsui@callcentres.net or phone (+61 2 99273308) ASAP to arrange for a suitable time to contact you or for the benchmarking survey to be sent out.

Begin Survey Here:

http://www.informsoftware.com.au/InformEVMStatic/Documents/2456/Introduction.html 

 

Kind Regards Dr Catriona Wallace Director, callcentres.net www.callcentres.net