2005 International Contact Center Benchmarking Study

We have gathered over 45,000 pieces of data from 385 leading contact centers in 50 different countries around the world!

This is a must read 150-page report for:

• Contact Center/Customer Service/Help Desk Directors & Managers
• Industry vendors
• CEO's/COO's/CIO's
• Industry Consultants

... in fact anyone who has an active role in running or managing a contact center, or helps contact centers with their needs!

Participants by country
Afghanistan Argentina Australia Brazil Bulgaria Canada Chile China Colombia Croatia Ecuador Estonia France Germany Greece Guatemala Hong Kong India Indonesia Ireland Italy Jamaica Malaysia Malta Mexico	Netherlands New Zealand Nigeria Norway Pakistan Peru Philippines Poland Portugal Romania Singapore Slovenia South Africa Spain Sweden Switzerland Syria Thailand Turkey Ukraine United Arab Emirates United Kingdom United States Venezuela Yemen

Contents include (view sample pages by clicking on the images on the right)

E X E C U T I V E     S U M M A R Y                                             Click on the image to view

L O C A T I O N   &   D E S I G N

• Contact Center Location
• Design Of The Contact Center
• Features To Make The Workplace More Comfortable
• Additional Features For The Center
• Ergonomic Features
• Employing Staff With Disabilities
• Layout Of The Contact Center
• Workspace For Agents
   

S T R A T E G Y

• The Importance Of The Contact Center                                   
• The Role Of The Contact Center                                                  
• Corporate Executive Commitment To Achieving Service Levels
• What Did The Contact Center Replace?
• What Options Were Considered?
• Business Process Re-engineering
• Current State Of Contact Center Development                           Click on the image to view
• CRM Initiatives
• Why Contact Centers Implemented CRM?
• CRM Challenges
• CRM And Its Affect On Sales
• Planning For CRM Upgrades
• Are Single CRM Suppliers Popular?
• Factors That Influenced The Choice Of CRM Solution
• Do you Have A Single View Of Customers?
• Who Initiated Your CRM?
• Who Manages CRM Right Now?
• Customer Satisfaction Measurement
• Methods Used To Capture Customer Satisfaction
• Customer Satisfaction
• And The Actions Taken                                                              
• Respondents Personal View Of Their Own Companies Service
• Has CRM Changed  The Service You Receive?
• Telephone Number Strategies
• The Financial Status Of The Contact Center

H U M A N     R E S O U R C E S

• Staff Numbers                                                                           Click on the image to view
• Staffing Ratios
• Full Time Versus Part Time Staff
• Recruiting Contact Center Agents
• The Competition For Contact Center Staff
• Recruitment Advertising
• Applications
• Skills Required To Be A Contact Center Agent
• Employment Checks
• Staff Contracts
• Salaries For Agents
• Salaries For Supervisors
• Salaries For Managers
• Bonuses For Agents
• Training In The Contact Center                                                 
• What Areas Are Included In Training Agents, Supervisors and Managers
• Staff Morale
• Motivating Agents
• Absenteeism In The Contact Center
• Agent Turnover
• Top Reasons For Agent Turnover
• Strategies To Keep Turnover Low                                             Click on the image to view
• Monitoring Agents
• What Do You Measure Agents Against?
• Scripts
• Suggestion Boxes And Feedback To Management

T E C H N O L O G Y

• Cutting Edge Technology
• Or Behind The Times?
• Giving Agents Access To Information
• IVR & Speech Technology
• IVR/Speech Recognition Type
• IVR & Speech Recognition Contact Volume                                 
• Technology Past, Present & Future (usage)
  - ACDs
  - Address Management Software
  - Billing Solutions
  - Call Routing
  - Campaign Management
  - Click To Call                                                                          Click on the image to view
  - Contact Center Analytics
  - CRM
  - CTI
  - Disaster Recovery
  - Document Management
  - E-learning
  - E-mail Management
  - Enterprise Personalization
  - Help Desk Software
  - IP Telephony
  - IVR
  - Knowledge Management
  - Message/Wall Boards                                                        
  - On-Hold                                                                                  
  - Predictive Dialers
  - Quality Monitoring/Recording
  - Remote Agent Management
  - Sales Force Automation
  - Speech Recognition                                                                 Click on the image to view
  - Speech Verifications
  - Scripting Software
  - Universal Queue
  - Web Chat
  - Workforce Optimization
• Management Information Systems

 
O P E R A T I O N S

• Average Speed Of Answer
• Average Talk Time
• Service Level
• Calls Per Agent Per Day                                                             
• First Time Call Completion
• Agent Utilization
• Average After Call Work Time
• Average Abandoned Call Rate                                                   Click on the image to view
• Internal Service Level Agreements
• Verifying Customer Data
• Opening Hours
• Customer Communication Channels
• Changing Communication Strategies
• Unions
• Languages
• Legislation
• Disaster Recovery Plans
• Putting Disaster Recovery Plans Into Action
• Are Your Disaster Recovery Plans Successful?
• Top 3 Challenges For Contact Center