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Australia & New Zealand Contact Centre Industry Benchmarking Reports 2009 Available Now View Summary | Table of Contents | Order Report callcentres.net will release it's annual Australia & New Zealand Contact Centre Industry Benchmarking Reports for the 12 year in a row. The 2009 Contact Centre Industry Benchmarking Study, is the most comprehensive, the most widely used, and the most frequently cited contact centre industry benchmarking study regularly published. Produced by callcentres.net, the 2009 reports are sponsored by RightNow & Salmat and endorsed by the ATA, CCMA and ADMA. It would not have been possible to undertake this study without the support and assistance of our sponsors. For any call centre executives wishing to purchase services or technology for their call centre, please keep our sponsors in mind when compiling your shopping list. The 2009 report will provide detailed information to enable you to better manage your contact centre. A special focus of this year's Contact Centre Industry Benchmarking Study is the impact of the Global Financial Crisis on the contact centre. The report includes key information about the following: Contact Centre Operations: customer contact channels, call volume, regions serviced, opening hours and outsourcing practices. Technology: current usage and purchasing intentions. Human Resources: staff profile, turnover, tenure, absenteeism, retention, recruitment, training and remuneration. Key Performance Indicators: goals and actual performance levels. Budgets and seat costs. Revenue Generation and Sales Conversion Rates. Quality Assurance and Customer Satisfaction. Significant Challenges facing contact centre operations over the coming year. Environmental Impact. Effects of the Global Financial Crisis on contact centres over the last 12 months. Analysis and drivers of contact centre performance. Who should purchase these reports: Executives assessing call centre location in Australia & New Zealand. Call Centre Management requiring benchmarking data. Suppliers selling products and services to the call centre industry. Consultants advising clients on call centre strategy. Government bodies interested in investment attraction opportunities. 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]