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Through our expert customer experience team, we provide; benchmarking, & end-to-end CX solutions.

With deep expertise in the contact centre industry and over 20 years of industry benchmarking data, Fifth Quadrant has assisted many clients to optimise their multi-channel contact centre operations to improve efficiency, effectiveness and the customer experience.

The 2017 Contact Centre Benchmarking Study is coming:

This unique industry report and associated communications programs will once again be a key resource for managers, consultants and suppliers working in the contact centre industry.

The 2017 benchmark report will explore current strategic, operational, people and business process issues in the contact centre industry.

Contact Centre Benchmarking Study 2017 Fifth Quadrant

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Our approach to optimising your call centre operations typically include the following diagnostics:

  • Data analysis: analysis of raw data related to customer experience, service efficiency and effectiveness.
  • Operational Capability Assessment: interviews with stakeholders and employees to understand & assess people, process, technology capabilities
  • Performance Benchmarking: Over 120 data points benchmarked in comparison to industry vertical, similar sized contact centres and the wider industry in areas, including:
    • Strategy
    • Call Centre Operating Model
    • Operating Budget & Revenue Generation
    • Multi-Channel Capability
    • People and HR Capability
    • Operational Process and Practice
    • Technology and Telephony Capability
    • Performance measures and metrics

A Contact Centre Diagnostic Assessment and Roadmap report will include the following

  1. Current and validated performance against all criteria under review
  2. Identification of areas of good performance that should be continued
  3. Identification of areas of poorer performance
  4. Quantification of inefficiency and ineffectiveness
  5. Comparison of performance with other organisations or segments
  6. Detailed recommendations to improve efficiency, effectiveness and customer experience in the following areas:
    1. Strategy
    2. People and HR
    3. Process
    4. Technology
    5. Workforce Optimisation & Performance
    6. Quality Assurance & Customer Experience Measurement
    7. Reporting and Analytics
  7. A Road Map for Implementation

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Detailed recommendations to improve efficiency, effectiveness and customer experience in the following areas:

  • Strategy
  • People and HR
  • Process
  • Technology
  • Workforce Optimisation & Performance
  • Quality Assurance & Customer Experience Measurement
  • Reporting and Analytics
  • A Road Map for Implementation

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