BEnCHMARKing report OVERVIEW

Dimension Data's Global Contact Centre Benchmarking Report 2009 is a market research report that provides in-depth information on contact centres - their inner workings, actual performance (on over 350 performance metrics) and likely future development.

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 2009 alone, 554 contact centres were surveyed in 36 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 2009 Benchmarking Summary Report.

To secure your full and comprehensive copy of the Global Benchmarking Report 2009, a complete guide to contact centre performance and development, please complete the order form.