Participate overview
Dimension Data's Global Contact Centre Benchmarking Report is a
global study of contact centres and was first published by Merchants, a
Dimension Data Group company, in 1997. Since its first publication, it has
drawn on the operational, commercial and technical expertise of Merchants,
Datacraft and Dimension Data’s contact centre consultants and
technical specialists to produce a report that has become a valuable
contact centre assessment and development tool for its readers.
The 2007 Report (the ninth edition in the series) is
over 200 pages long and includes analysis of over 350 key performance areas
from 403 contact centres in 42 countries. The analysis is supported
by commentary from subject matter experts in:
- best practices,
- strategy and development,
- financial management and rationale,
- customer knowledge and management,
- performance metrics and measures,
- processes and procedures,
- organisation, and
- technology environment
Dimension Data's Global Contact Centre Benchmarking
Report contains results and findings from an annual survey conducted and
researched by Dimension Data. Contact centres from all countries, industries
and functional-orientations are eligible to take part in the survey, which is
conducted through an online questionnaire.
Contact centres that take part include a variety of
different organisations, many of which are not Dimension Data,
Merchants or Datacraft clients. Participants are supported by a dedicated
Benchmarking Team at Dimension Data and who provide technical and content
support while they are completing the survey.
Each contact centre that takes part in the survey is
participating in a rigorous assessment of their operations – the
questionnaire has been designed and refined by industry experts to ensure it
covers all the essential performance metrics of a contact centre in numerous
categories.
Participants will receive a personalised output of their
data so that they can compare their sites to each other and the best practice
standards, regional and global statistics in the Report.
All organisations that take part in the survey will be
offered an executive briefing. This includes a presentation to the executive
team that shows the results for the organisation in comparison to regional or
global statistics.
So that we can provide our readers with the comprehensive
information they’ve come to rely on and expect from the report, the annual
survey is fairly long and requests detailed information from our
participants. Some organisations complete the survey for multiple contact
centre operations, some for all their sites, and others just a couple.
The survey is best completed by the contact centre manager
of each operation in consultation with their HR, IT, Marketing, Finance and
MIS teams to ensure that they have all the information they need. It will
take a few hours to complete the survey, but the online application has a
secure logon for each participant so they can fill it out as and when they
have the information.
For more information about benchmarking,
to order
a copy of the current report, register to take part
or commission your own comparison report, contact us at ccbenchmarking@za.didata.com
or see our dedicated website: www.ccbenchmarking.com