Welcome to the 2016 Benchmark Comparison Portal ...

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Welcome to 2016 Benchmark Comparison Portal

Our research sample includes 1320 contact centres, across 14 industry sectors, from 81 countries

700+ data points can be filtered at 8 levels, including region, sector, size, service and provider type, history and more.

Select a section or topic area to get started.

If you have any questions, please contact us at cc.benchmarking@dimensiondata.com

Sample specification ...

Sample specification

Our data was provided by 1320 companies across 81 countries ...

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2016 Sample
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Region and country:
Sector:
  • 16.3%
    Financial services - banking/investment
  • 10.8%
    Service providers and communications
  • 10.5%
    Financial services - insurance
  • 9.0%
    Government (public sector)
  • 8.3%
    Business and professional services
  • 8.0%
    Technology
  • 7.0%
    Other
  • 6.8%
    Consumer goods and retail
  • 5.5%
    Travel and transportation
  • 5.4%
    Healthcare and pharmaceuticals
  • 4.6%
    Utilities and energy
  • 3.0%
    Manufacturing (incl. automotive)
  • 1.9%
    Education
  • 1.9%
    Media and entertainment
  • 1.1
    Leisure and hospitality
Size (no. of employees):
  • 1001+ employees
    17.8%
    1001+
  • 501-1000 employees
    11.0%
    501-1000
  • 201-500 employees
    14.2%
    201-500
  • 101-200 employees
    14.6%
    101-200
  • 51-100 employees
    15.4%
    51-100
  • 50 employees or less
    27.0%
    1-50
Type of contact centre:
  • Inhouse
    84.6%
    Inhouse
  • Outsourced
    15.4%
    Outsourced
Primary service:
  • Single
    66.3%
    Service B2C
  • Multiple
    19.5%
    Service B2B
  • Multiple
    8.2%
    Sales
  • Multiple
    6.1%
    IT helpdesk
No. of contact centres:
  • Single
    64.6%
    Single
  • Multiple
    35.4%
    Multiple
Interaction type:
  • Inbound
    54.0%
    Inbound
  • Outbound
    3.0%
    Outbound
  • Outbound
    43.0%
    Split inbound/outbound
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