Dimension Data’s Global Contact Centre Benchmarking Report, 2009

Welcome to Dimension Data’s Benchmarking Micro-site. We’re proud to release the 2009 Benchmarking Report to you and trust that you will find this a valuable resource.

Dimension Data’s Global Contact Centre Benchmarking Report is in its 11th of year of production and is a key resource for decision makers and managers in the contact centre industry. Each chapter includes our
analysis as well as recommendations for the day-to-day challenges faced
by contact centres.

The comprehensive survey completed by over 554 contact centres from over 36 countries globally, is designed to measure and compare key strategic and operational components within the contact centre, namely: Strategy and Development; Financial Management; Customer Knowledge; Performance Measures and Metrics; Processes and Procedures; People Management and Technology. Respondents’ data has been thoroughly analysed, and is reported along with expert commentary in this comprehensive publication.

On the left hand-side navigation, you will find ‘Downloads’. Here, you are able to download the 2009 Benchmarking Report; the 2009 Summary Report as well as the media releases for 2009.

We trust you will enjoy using reading the Report and welcome your feedback. Please email Nicki.Downing@za.didata.com with any comments or suggestions.