Di Data's contact centre survey goes online

Stuart Corner
Wednesday, 25 February 2009 02:24

IT Industry - Market

Dimension Data, has opened participation for its 11th annual benchmarking survey of contact centres around the globe for the first time putting the questionnaire, and subsequent results, online.
Di Data promises that the survey will provide a set of best-practice standards and benchmarks around staffing, training, performance, technology usage, budgets and development plans.

Participants must have a contact centre with 20 or more agents and will receive free access to the survey findings, as well as a new, online comparison tool that will enable them to assess how their contact centre operations stack up with those of their peers. The survey results will also be made available to non-participating organisations for a fee.

"When we polled participants of our 2008 Benchmarking Report, 86 percent said they participated to compare their performance to that of competitors and peers, and identify opportunities for cost reduction and performance improvement," said Martin Dove, Dimension Data's managing director of customer interactive solutions. "Organisations that participate in the 2009 study will be able to easily benchmark the performance of their operations in a world of intense competition and tough targets."

He added: "Last year's respondents also said that the greatest barriers to gaining maximum value from the benchmarking exercises had been the inability to compare results across specific criteria. Publishing the report online and offering a comparison tool will address some of these obstacles by making results easier and more convenient for participants to access."

The 2009 report is expected to summarise responses from more than 500 contact centres in 36 countries across five continents. Interested organisations can visit www.ccbenchmarking.com and register to participate. Submissions will be accepted until March 31, 2009.