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2008 Malaysia Contact Centre Industry Benchmarking Report
callcentres.net, May 2008, Pages: 58
Sample
- In-house (Captive)versus Outsourced Contact Centers
- Industry Breakdown
Market Profile
- Number of Contact Center Seats in the Country and per Organisation
- Countries Serviced
- Opening Days
Contact Handling
- Customer Contacts per Channel
- Customer Interaction per Type of Activity
- Transaction per Contact Center Channel
- Inbound and Outbound Call Percentage
- Agent Call Handling
Revenue Generation
- Conversion Rates
- Strategies or Methods Adopted
- Profit versus Cost Center
Budgets and Costs
- Budget Allocation
- Cost per Seat and Optimised Cost per Transaction
Human Resources
- Agent Gender and Age
- Staff Salary
- Staff Ratios
- Agent Training
- Agent Sick Leave
- Staff Turnover and Tenure
- Retention Strategies
- Teleworking
Key Performance Indicators
- Key Contact Center Metrics
Technology
- Technology Implemented
Outsourcing of Contact Center Functionality
- Outsourcing Functionality
- Outsourcing Locations
- Future Outsourcing Plans
Contact Center Challenges
- Significant Challenges in the Next 12 months
Also available
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