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Welcome to the 2013/14 Benchmark Comparison Portal. Now in its 16th year the Global Contact Centre Benchmarking Report is supported by more than 30 of the industry's most important Associations, and is widely acknowledged to be the most useful, authoritative and comprehensive research of its kind.

The 2013 Benchmark Portal results are drawn from six key business areas (shown below). Spanning more than 400 performance metrics drawn from 817 respondents located in 79 countries, the global data can be filtered by Region, Sector, Size, Service, Customer and Provider Type. Historical trends and best practice performance are provided where available.

Strategy and development

How can we as an industry ignore the transformative effect that mobile communications is having on the strategic development of contact centres and multi-channel customer management? A clear development strategy is required to understand the "what is" position versus the "to be" desired position.

Review areas within this section include:

  • Business trends
  • Multi-channel usage
  • Financial drivers
  • Business intelligence
  • Location Assessment
  • Innovation and Social media

Operations

Service demands are increasing but operational units are facing budget cuts and are expected to do more with less. New levels of complexity are increasingly challenging operations across multi-channel offerings creating a gap in measurement and process standards.

Review areas within this section include:

  • Customer experience
  • Quality management
  • Management information
  • Productivity and KPI statistics
  • Contact resolution
  • Performance management

Customer interaction management

Interactions previously managed within the contact centre are starting to extend into the rest of the business. Integrated business systems are the only way to ensure commitments made by front line staff to customers are upheld and consumers can enjoy a consistent service experience across contact channels.

Review areas within this section include:

  • Customer segmentation
  • Single view of customer
  • Customer intelligence
  • Service impactors
  • Process re-engineering
  • Internal SLA"s

Self-service channels

Consumers want an abundance of choice on how and when they decide to make contact. The ability for contact centres to keep pace with emerging channels has leapt to significance as one of the top priority issues affecting the use of self-service.

Review areas within this section include:

  • Multi-channel capability
  • Self-service priorities
  • Customer behaviours
  • Contact measurements
  • Process reviews
  • Channel development

Workforce optimisation

Accessibility to multiple channel contact options is resulting in agents receiving a proportionately higher split of more complex and more emotive enquiries. From a business perspective, the responsibility of the contact centre to make the most of every service call opportunity has never been more important.

Review areas within this section include:

  • Staffing models
  • Training practices
  • Agent empowerment
  • Employee satisfaction
  • Human resources
  • Workforce management
Technology

The unprecedented pace of technological change experienced over the last few years, coupled with associated customer service expectations, is driving a transformational change in the way that customer management organisations source, implement, manage and support technology.

Review areas within this section include:

  • Service management
  • Technology trends
  • Future readiness
  • Hosted solutions
  • Technology systems
  • Application functionality

Ask an Expert...
Ask one of our panel of experts anything you like about the benchmarking findings. We will respond via email and post a blog to cover interesting threads.
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