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2008 Philippines Contact Centre Industry Benchmarking Report
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Description: |
The Philippines Contact Center Industry Benchmarking Report provides key information about the contact center industry in the Philippines.
Why this is essential reading:
- The report provides you with information about the size and scope of the contact center industry in the Philippines
- Learn about industry benchmarks of performance in areas including: Operations, Human Resources, Technology, Finances, Sales and Revenue generation, Outsourcing and more
- Use the information contained in this report to gauge your center's performance in relation to the rest of the industry
- Find out the difference between the Outsource sector and the Captive contact center markets
Who should buy this report:
- Outsourcing corporations
- Contact Center Managers, Operations Managers, Service Directors in the contact center industry
- Workforce planners
- Vendors and Suppliers to the contact center industry
- Human Resource Managers and Consultants
- IT Managers and Consultants
- Government Departments |
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Contents: |
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 |
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2008 Philippines Contact Centre Industry Benchmarking Report
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