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Australia & New Zealand Contact Centre Industry Benchmarking Reports 2009 Available Now View Summary | Table of Contents | Order Report Table of Contents: Sponsor Information Desk Research Contact Centre Definition Sample Executive Summary Market Growth & Trends Transaction Handling Human Resources Technology Outsourcing The Year Ahead Key Figures Industry Size & Growth Operational Issues Contact Centre Budgets Transaction Volumes Human Resources Technology Detailed Analysis of the Contact Centre Industry in relevant country, Australia or New Zealand: Industry Profile Market Size & Growth Organisation Customer Contact Channel Volumes Primary Work Activity Undertaken in Contact Centre Inbound vs. Outbound Operating Hours International Servicing Languages Spoken Finance and Budgets Budget Allocation Contact Handling Transaction Volumes Contact Centre Channel Volumes Agent Call Handling Customer Satisfaction and Complaints Up-selling and Cross-selling Outsourcing & Disaster Recovery Current Usage Planned Usage Disaster Recovery Human Resources Profile Absenteeism and Agent Satisfaction Agent Turnover and Retention Training Teleworking Remuneration & Incentives Quality Assurance Technology Current Usage Planned Investment Channel Integration Website Hosted Solutions PABX/ACD Telecommunications Carrier Speech Recognition Key Performance Indicators Current Performance Against KPIs Contact Centre Strategies Management Perspectives Country Overview Key Benchmark Statistics Price: AU $1,200 each (plus GST in Australia). Reports Now Available. Country reports sold separately. All reports sold as PDF file format. CLICK HERE TO ORDER NOW! View Summary | Table of Contents | Order Report Sponsored by: Endorsed by: [back to top]