frequently asked questions
What subject areas are included in the report?
Dimension Data's Global Contact Centre Benchmarking Report 2009 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 2009 report is available for purchase now. Please fill in your details on our online order form.
If you would like to order the 2008 Report, this is still available at our special offer sales price of USD 500.
How much does the Report cost?
The Global Contact Centre Benchmarking Report 2009 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 – we cater for ZAR, EUR, AUD, USD and GBP. 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 2009?
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 2009 Benchmarking 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 reflected in our accounts, 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 receive your link to the survey within 48 hours if the survey has already been opened. If you register before the survey has launched, you will be contacted with your link when it is available (January 2010).
What do I get out of participating in the Benchmarking Survey?
By completing the survey, your contact centre will gain access to these free benefits on the world-first benchmarking portal as well as a free copy of the 2010 report valued at US$1500 for full completion.
- Power to compare own data by geography, sector, size, outsource or captive
- Comprehensive benchmark assessment
- Access to global benchmark data from over 500 operations worldwide
- Real time comparisons of historical data to identify trends
- Multiple enquiries to validate data as your own business / sector evolves
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. More benefits of taking part include:
- Finding out how your contact centre’s performance compares with others of a similar size in the same industry and geographical region;
- Identifying your call centre’s strengths and weaknesses in the key areas of operations; technology and people and comparing against best practice;
- Learning how to improve both the effectiveness and efficiency of your call centre.
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 have access to the Internet as all of surveys and processes are web-based.
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. You will receive these details by email.
2. You can assign different sections of the survey to various specialists in your organisation. This is easily achieved by using the completion manager to assign sections.
3. You can print the answers you entered once you have finished the survey if you wish.
4. Full completion and help details are included on the benchmarking survey portal. You will be able to view these details once you have received your link to complete the survey.
5. The survey will be available for a period of roughly 3 months.
For more information on any of the above, please contact us on ccBenchmarking@za.didata.com