frequently asked questions
What
subject areas are included in the report?
Dimension
Data's Global Contact Centre Benchmarking Report 2008 includes chapters on
the following:
- Sample Specifications;
- Strategy and Development;
- Financial Rationale and Management;
- Customer knowledge and Management;
- Performance Measures and Metrics;
- Processes and Procedures;
- Organisation and the
- Technology Environment.
Each
chapter presents the survey data in easy to read charts and graphs along with
expert commentary, analysis and insights on the findings.
When
will the next Global Contact Centre Benchmarking Report be available?
The 2008 report is available for purchase now.
Please fill in your details on our online
order form.
How
much does the Report cost?
The Global Contact Centre Benchmarking Report 2008 retails at USD 1,500. We
are able to make specific arrangements for you to make the payment in your
own currency if you prefer. Certain members of Industry Associations will
have access to special discounts. Participants, of course, will receive a
complimentary copy of the report and additional copies will be made available
to participants at a reduced price.
How
do I order a copy of the Global Contact Centre Benchmarking Report 2008?
To order a copy of the current report, or any previous reports, simply fill
out our online
order form, or email us on ccBenchmarking@za.didata.com
for more information. To get your copy of the 2008 Executive Summary Report,
simply complete our online
form.
Once
I've placed my order, what happens next?
Once you've filled in the online order form, we will send you a complete
invoice detailing your requirements including discounts you may be eligible
for. We can receive your payment in one of three ways, namely: bank deposit,
electronic funds transfer or credit card.
If
you choose to pay by credit card, we will send you a credit card detail form
that needs to be filled in and faxed back to us.
Once your
payment is picked up on our side, you will be given access to the digital
version of the Report. We will also send you the Report, including
interactive disc. These are shipped by courier to your door ensuring a fast
turn around time.
Please
ensure that we have all of your details including your full physical address
and contact numbers in order to ship the Report to the correct address.
Participating
in our Benchmarking Survey:
When
do I need to register for the annual Benchmarking Survey?
You may register now and will be notified once the survey commences, which
will be closer to the end quarter of 2008. Register here.
What
do I get out of participating in the Benchmarking Survey?
Participating in the Benchmarking Survey gives you a unique opportunity to
assess your contact centre’s performance. Participation is free of charge and
every participant who completes the survey will receive a complimentary copy
of the final report, valued at USD 1,500. More benefits of taking part
include:
- Find out how your contact centre’s
performance compares with others of a similar size in the same industry
and geographical region;
- Identify your call centre’s strengths
and weaknesses in the key areas of operations; technology and people
i.e. how does your call centre match up to best practice?
- Learn how to improve both the
effectiveness and efficiency of your call centre e.g. Ascertain ways to
improve service levels and reduce costs.
Am
I eligible to participate?
If you have 20 or more agents in your call centre you may register to
participate. You will need to be able to access the internet because the
survey is done online (the survey is also available as a hard copy for the
information gathering process).
Conditions
of Participation:
1.
All information pertaining to the identity and
information of your contact centre will remain anonymous. Individual
references to the data that are likely to reveal any particular participant
will not be included in the report.
2.
If, for some reason, you are unable to submit
certain areas of information such as financial data, please continue to
submit the remaining sections. Each survey does not have to be fully
completed to be included in the survey, we do make provisions for this as not
every contact centre will be able to fill out every section;
3.
Once you register, you will undertake to
provide complete and accurate data to the best of your ability;
4.
We reserve the right to refuse any
applications to participate in the survey.
How
do I fill in the Benchmarking Survey?
There are various options available to you:
1.
The survey can be completed online by using
the link we provide you. Along with the link, a username and password will be
provided for secure access.
2.
Alternately you can print out a copy of the
PDF file sent with the above details and complete this by hand before
submitting the information online. This allows for the correct person to fill
out the required information before gathering and submitting online.
What
technology will I need to complete the Benchmarking Survey?
You will need Internet access to complete the online survey. The survey is
compatible with both Microsoft Internet Explorer (version 5 or higher) and
Netscape Navigator (version 6 or higher).
Who
will be able to see the information I enter?
Nobody will have access to the data you have entered; this information is
submitted directly into aggregate reports for the final Benchmarking Report,
which will ensure the confidentiality of your data. Our research is conducted
according to the ICC/ESOMAR International Code of Marketing and Social
Research Practice, with an inherent commitment to maintaining the
confidentiality and integrity of your data, as well as adhering to best
practice in terms of Data Protection.
How
long will this take me?
Depending on the size and scope of your operation, it will take several hours
to complete the full questionnaire online. There are approximately 150
questions to be answered in the questionnaire. We do suggest breaking the
survey down into bite-size chunks and ensuring the most appropriate people
complete their section. You could, if filling it in on your own, finish one
section per week for example.
For
more information on any of the above, please contact us on ccBenchmarking@za.didata.com