|
Table of Contents:
This report includes benchmark tables comparing various indicators across contact centres: <20 seats, 20-49 seats, 50-99 seats & 100+ seats.
Industries covered: Finance, Bank & Insurance, Information Technology, Teleco/Utilities, Government/Education/Health, Transport/Freight, Manufacturing, Business Services, Retail/ Wholesale, Contact Centre Outsourcer, Tourism/Hospitality.
Industry Profile
- Market Size & Growth
- Industry size – number of companies
- Industry size – number of seats
- Median seats per organisation
- Opening Hours
- Mean daily weekday hours
- % operating 24 x 7
- International Servicing
- % servicing >1 country
- % have calls requiring language other than English
- Mean % calls requiring other language
Finance & Budgets
- Budget Allocation (mean)
- % budget allocated to labour
- % budget allocated to technology
- % budget allocated to communications
- % budget allocated to other
Contact Handling
- Channel Volumes
- % cust. contacts handled via contact centre (mean)
- Type of Contact Centre
- Primary function is customer service
- Primary function is technical support
- Primary function is inbound sales
- Primary function is outbound sales/ telemarketing
- % transactions that are collections
- Volume of Transactions Via… (mean)
- Phone (agent only)
- Phone (IVR only)
- Phone (IVR + agent)
- Phone (speech recognition only)
- Fax
- Letter
- Email
- Product ordering via the web
- Web chat with live agent (voice or text)
- SMS
- Agent Call Handling
- Inbound agent daily call volume (mean)*
- Outbound agent daily call volume (mean)*
- Blended agent daily call volume (mean)*
- Customer Complaints
- % transactions that are customer complaints
Human Resources
- Profile
- Ratio full-time agents to supervisors
- Percentage of staff that are full-time agents
- Percentage of staff that are part-time agents
- Absenteeism
- No. sick days taken per agent per year (mean)
- Agent Turnover & Retention
- Annual full-time agent turnover (mean)
- Annual part-time agent turnover (mean)
- % agents moving to another contact centre
- Tenure of Staff Leaving the Centre
- Full-time agents (mean months)
- Part-time agents (mean months)
- Supervisors (mean months)
- Managers (mean months)
- Training
- Days training per year for experienced agents (mean)
- Days training per year for new inductees (mean)
- Telework
- % centres allowing telework
- Remuneration & Incentives
- Agent annual base salary (mean AUD)
- Supervisor annual base salary (mean AUD)
- CC Manager annual base salary (mean AUD)
- Number of centres paying overtime
- % added to agent’s base wage for overtime (mean)
- % added to agent’s base wage for on-costs (mean)
- No. centres offering financial incentives
- % added to agent’s base wage for incentives (mean)
- Quality Assurance
- No. calls monitored per agent per month (median)
KPI’s & Quality Assurance
- KPI’s (actual performance) (mean)
- Inbound
- Average abandonment rate
- Average time in queue
- Average talk time
- First call resolution
- Average wrap time
- Average speed of answer
- Occupancy rate
- Outbound
- Level of Right Party Connect*
- Average talk time*
- Conversion rate*
Technology
- Current Usage
- % using ACD
- % using CRM Software
- % using IVR
- % using Workforce Management
- % using CTI
- % using Call (voice only) recording
- % using Voice & data recording & QMS
- % using Elearning
- % using VoIP
- % using Voice & data recording & QMS
- % using Predictive Dialers
- % using Speech Recognition
- % using Knowledge Management
- % using IP Telephony
- % using Performance Management
- % using Presence
- % using SMS
- % using Survey Tools
- % using Unified Communications
- % using Webchat
- % using SIP
Outsourcing & Disaster Recovery
- Current Usage
- % centres using outsourcing provider
- % of total functionality currently outsourced (mean)
- % centres using hosted services
Price: AU $350 (plus GST in Australia). Report will be availabe in October 2009
Report sold as PDF file format.
CLICK HERE TO ORDER NOW!
Table of Contents | Order Report |
| Report Sponsored by: |
|
|
|
|
|
|
|
| Report Endorsed by: |
|
|
|
|
|
| |
