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New Zealand Contact Centre Industry Benchmarking Report 2009
callcentres.net, Oct 2009
The 2009 New Zealand Contact Centre Industry Benchmarking Study, is the most comprehensive, the most widely used, and the most frequently cited contact centre industry benchmarking study regularly published.
The 2009 report is sponsored by RightNow & Salmat and endorsed by the ATA, CCMA and ADMA.
The 2009 report will provide detailed information to enable you to better manage your contact centre. A special focus of this year's Contact Centre Industry Benchmarking Study is the impact of the Global Financial Crisis on the contact centre.
The report includes key information about the following:
- Contact Centre Operations: customer contact channels, call volume, regions serviced, opening hours and outsourcing practices.
- Technology: current usage and purchasing intentions.
- Human Resources: staff profile, turnover, tenure, absenteeism, retention, recruitment, training and remuneration.
- Key Performance Indicators: goals and actual performance levels.
- Budgets and seat costs.
- Revenue Generation and Sales Conversion Rates.
- Quality Assurance and Customer Satisfaction.
- Significant Challenges facing contact centre operations over the coming year.
- Environmental Impact.
- Effects of the Global Financial Crisis on contact centres over the last 12 months.
- Analysis and drivers of contact centre performance.
Who should purchase this report:
- Executives assessing call centre location in New Zealand.
- Call Centre Management requiring benchmarking data.
- Suppliers selling products and services to the call centre industry.
- Consultants advising clients on call centre strategy.
- Government bodies interested in investment attraction opportunities.
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2008 China Contact Centre Industry Benchmarking Report
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EMEA Hosted Contact Centre Markets
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