The 2016 benchmarking report was framed around the theme of digital. Its history accurately reflects the evolution of the customer journey. The global contact centre benchmarking report launched in 1997 by merchants, dimension datas subsidiary contact centre specialist. This industry report is a great first step into benchmarking for many contact center managers.
Upon submission of the form, you will be able to download the report in pdf format. Global risks of highest concern for doing business 2016. E ach chapter begins with a summary overview infographic. Dimension datas 2015 global contact center benchmarking. We would like to show you a description here but the site wont allow us. The the 2017 global benchmarking report pdf suggests that the top trends are. It aims to provide evidencebased scientific support. Global contact centre benchmarking report archives. Frequently cited by industry analysts and quoted by the media, the dimension data global contact centre benchmarking report is widely acknowledged as the most useful, authoritative, and comprehensive report of its kind. The report contains details specific to older adults see below and other demographic groups. Benchmarking report 2016 survey now open contact centre. It means that more and more contact centre customers around the world no longer want to use. This publication is a technical report by the joint research centre jrc, the european.
Contact centre benchmark report customer experience. For many, hybrid cloud is seen as a solution thats providing some powerful results as focus shifts from the technology infrastructure on which contact centres run to its ability to deliver a connected customer journey and better enduser experience. This unique industry report and associated communications programs are a key resource for managers, consultants and suppliers working in the contact centre industry. Global contact centre benchmarking report 2015 ccw berlin. She has coauthored eleven industry reports with the centre since 2016, and leads the sme access to finance initiative in latin america and the caribbean. Deloittes global benchmarking center gbc is dedicated to helping clients assess their performance compared to their peers and quantify opportunities for improvement. Pdf report of the global call centre industry project the dramatic growth of the call center industry is a worldwide phenomenon, fueled by. A primary goal was to engage with as many coaches as possible on a worldwide basis, thus providing an. These cookies are necessary for the website to function and cannot be switched off in our systems. Summary results from the 2015 global contact centre benchmarking report presented at the contact centre world conference in berlin, february 24th 2015 slideshare uses cookies to improve functionality and performance, and to provide you with relevant advertising.
This vital information, updated constantly, enables managers to remain competitive in a costeffective manner. Newer or ganizations are likely to be using more new suppliers. The global contact centre benchmarking report is researched and published by. In addition, it contains severals useful graphs and charts, one of which can be seen on this page. Its helped dimension data anticipate our clients evolving needs to support and serve their customers. Contact centres have undergone an irreversible evolution over the last decade. Summary of 2016 service and support benchmarks in this session, jeff rumburg will share the results of metricnets 2016 global benchmarking initiative for service and support, discuss the methodology, define the kpis used for benchmarking, and share performance data from more than 140 companies worldwide. Benchmarking your contact center performance against a peer group of similar centers is a mandatory step in becoming and staying competitive. Call center performance benchmarking report pdf opsdog.
A primary goal was to engage with as many coaches as possible on a worldwide basis, thus providing an uptodate picture of the profession in the year 2012. In deloittes third survey of global contact centers since 20, leaders representing more than 450 contact centers weigh in on how their businesses will change in the coming years. Annual global benchmarking survey of customer management and the contact centre. Contact handling metrics, such as contact handle time this benchmark report explains each kpi, how it is measured, and how it is. American purchasing societys research and benchmarking report 2016 continued. Contact centres have evolved irreversibly over the last decade. Get your copy of the 2018 contact centre benchmark report the 2018 contact centre benchmark is now available the report contains extensive analysis of the survey results and industry benchmarks, supported by an executive commentary, illustrative graphics and trend data. The 2018 benchmark report explores current strategic, operational, people and business process issues in the contact centre industry. Global contact centre benchmarking report, dimension data 2017. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. Jun 21, 2016 the 2016 contact centre benchmarking report 1. View the 2017 global contact center survey webcast. Description of global risks and trends 2016 appendix b. Contact center industry reports 41 kpi our 41 kpi industry benchmark reports contain information drawn from benchmarkportals flagship benchmarking survey, which is the acknowledged industry standard for contact center benchmarking.
Growth in almost every digital channel, contrasts with 11. Chapter benchmarking study to explore these questions. Benchmarking call centre contact centre dimension data global contact centre benchmarking report. Industry reports contact center benchmarking, certification. Benchmarking report 2016 american purchasing society. Oct 02, 2015 the 2016 report will publish early march 2016. They want to become familiar with the key performance indicator metrics of the contact center sector, without making the commitment to assemble all of their own metrics. Contact centre benchmark report 2018 fifth quadrant cx. By submitting your details you agree that we may store and process your.
The results will be released first to participants, so get a head start by completing the survey now, says andrew mcnair. It contains more than 700 data points on every industry news, reports, surveys 28 september 2015. Dimension data global contact centre benchmarking report. The 2012 icf global coaching study was designed to be one of the most ambitious pieces of industry research ever conducted on the field of professional coaching. The gold standard in coaching icf global coaching study. Call center benchmarking report this 79page benchmarking report includes benchmarking data for 26 call center kpis including occupancy rate, average talk time, call forecasting accuracy and more. A benchmark of call centers contact center benchmarking. Global risks perception survey and methodology 2015 appendix c. She leads the global alternative finance benchmarking initiative at the centre, spanning europe, the americas, asiapacific and middle east and africa.
The goal was to gather industry data on chapter programs thus providing associations a resource for benchmarking and to develop a body of knowledge for the association community on innovations in chapter management. Contact centre benchmarking report by dimension data 2016 survey now open. Jun 22, 2016 the 2016 membership marketing benchmarking report will be available in print and online in july, but for those of you who want information sooner than that, we have prepared an executive summary of the report. Views of the business community on the global risks of highest concern for doing business. In fact, more than 80 percent of those surveyed report that feedback is core to their dna or a core input to. Welcome to the 2015 global contact centre benchmarking report. Deloittes global benchmarking center let us help you see through walls why compare your organization to a peer group if that peer group isnt relevant to you.
Techhubly is an online platform owned by market resource partners that hosts the latest resources, polls, and events sponsored by industry leading it manufacturers and solution providers. Take part now to see how your customer experience performance compares to your peers customer experience operations worldwide are invited to take part now in the worlds biggest and most influential industrywide annual benchmarking exercise. About the global contact centre benchmarking report. As evidence of that, the results of the 2015 global contact centre benchmarking report confirm a continued, dramatic change. This publication is a technical report by the joint research centre jrc, the european commissions science and knowledge service. We are pioneers in the contact centre industry, with 35 years of experience in creating. The 2016 uk contact centre decisionmakers guide 14th edition, the largest indepth primary research survey of uk contact centres available, looking at technology, business processes and strategy. Global contact centre benchmarking report confirm a continued, dramatic change. Dimension datas 2016 global contact centre benchmarking. Apr 21, 2016 the 2016 global contact centre benchmarking report displays our capability as the worlds leading cx solutions provider, helping clients deliver customer journeys designed for great customer. Many wise buyers are reluctant to look for new suppliers if they are obtaining the quality and service that they expect at a competitive cost. The report looks at healthcare performance through the lenses of 75 metrics, clustered in the following structure. Each kpi in this report includes a chart outlining hightolow performer data, a detailed kpi definition, calculation instructions and a summary of. It contains more than 700 data points on every industry news.
At current rates, digital interactions will overtake agent assisted by the end of 2016. The 2016 global contact centre benchmarking report displays our capability as the worlds leading cx solutions provider, helping clients deliver customer journeys designed for great customer. Segmented by vertical market, size, activity and contact centre type, with historical data and future trends. However, in 2016 forrester has already reported that.
The uk contact centre decisionmakers guide, the largest indepth primary research survey of uk contact centres available, looking at technology, business processes and strategy. Australian contact centres achieve top marks in global benchmarking report in the 2006 report, australia regularly outperformed global benchmarks in relation to quality measurements including call resolution rates, customer satisfaction, staffrelated statistics, and the utlisation and integration of contact centre technologies. From contact centre to customer experience our global cx benchmarking report tracks an industrys 20year evolution. Mar 05, 2015 summary results from the 2015 global contact centre benchmarking report presented at the contact centre world conference in berlin, february 24th 2015 slideshare uses cookies to improve functionality and performance, and to provide you with relevant advertising. Mar 29, 2017 from contact centre to customer experience our global cx benchmarking report tracks an industrys 20year evolution.
The 2016 contact centre benchmarking report slideshare. The dimension data global contact centre benchmarking report, first published in 1997, is widely acknowledged as the industrys most authoritative source of information, guidance and insight, and attracts participation from organisations across business and the public sector. The 2016 global contact centre benchmarking report displays our capability as the worlds leading cx solutions provider, helping clients. Building d, suite d3100 san francisco, ca 94129 main. The global contact centre benchmarking report is continually regarded as the industrys most insightful research report. Digital contact in the form of email, web chat, social media, and selfservice. As a member of the ntt group, we focus on digital infrastructure, hybrid cloud, workspaces for tomorrow, cybersecurity, and network as the platform. Australian contact centres achieve top marks in global. Report provides observation, implication and recommendations on over 350 performance metrics.