"The 2004 Contact Centre Operational Reviews"

Built upon primary research with 120 directors and managers in some of the leading contact centre operations in South Africa and India, these separate reports contain the most up-to-date and largest survey of contact centres' performance metrics, operational practices, HR data and IT usage.

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The 2004 Contact Centre Operational Reviews allow you to:

compare your contact centre's performance with that of your competitors
identify areas of relative strength and weakness so you can improve or capitalise on them
understand what other contact centres are doing and thinking so you don't get left behind
compare the strengths and weaknesses of offshore and domestic contact centre industries
learn how technologies and business processes directly impact performance and operational metrics

Each section contains an explanation of the main findings and issues derived from analysis of the data, followed by a comprehensive statistical analysis in graphical and tabular form. In this way, readers can read an overview of the information and delve into highly-segmented data, depending on their interest:

Performance Analysis:

key performance indicators (including):
agent utilisation
call duration
speed to answer
call abandonment rate
% answered within 20 seconds
customer satisfaction measurement methods
telephone and email service levels
calls per agent per hour
first-time call resolution rates

Operational Analysis:

current and planned growth rates
quality assurance
financial indicators
input into wider business decisions
multimedia interactions received
operating budget breakdown
useful staff motivation tools
agent-team leader ratios
disaster recovery
managerial issues

HR Analysis:

working hours
best working pr
agent and management attrition rates
salary ranges: new/experienced agents, team leaders & managers
levels of temporary and part-time staff
job grades and pay structures
average length of stay
staff facilities
training

Technology Analysis:

PBX
outbound diallers
CTI
IVR
speech recognition
workforce management solutions
CRM
email and telephony blending
IT budget sources

The reports are available electronically in Powerpoint and Excel formats, so that you can use the data and graphs for your own projects and business cases.

Call 01740 629835 to purchase or for further information