Welcome

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.

Since its first publication by Merchants in 1997 in the United Kingdom, the report has grown to include contact centres across the globe. This year's Report has the highest level of participation over 11 years, contains balanced global and industry representation from 554 contact centres located across 36 countries and five continents, and is an invaluable reference for all contact centre professionals.

It provides managers with a set of best practice standards and benchmarks, including staffing and training, performance metrics, technology usage, budgets and development plans. This year also sees the delivery of a world-first benchmarking portal benchmarking comparison portal for use by participants, industry bodies and partners.