The Merchants Global Contact Centre Benchmarking Report 2002-2003.
Review by Niels Kjellerup Editor & Publisher 03.12.03.
This is the oldest and most authoritative Call Centre Benchmarking Report in the world. I remember back in the 1996 when the first Benchmarking report was published in the UK and only contained data from the UK call centre industry. Today the Internet has made possible a truly global Benchmarking report.
This report will help you understand where the Call Centre Industry is headed, and you will find that the issues covered are those relevant to your own operational situation. This Benchmarking report was prepared by people with an excellent understanding of the real issues confronting any Manager in the Call Centre Industry - people, motivation, productivity. In fact I recommend you take the time to read the different articles and summaries from the reports below, before you decide to purchase it.
A. 'Summary of Trends & Highlights' The Merchants Global Contact Centre Benchmarking Report 2003 (click here adobe file)
B. Articles of varying subjects from The Merchants Global Contact Centre Benchmarking Report 2003 (all pdf files).
Customers on hold - wait time goes global
Call Centre staff lack selling skills
Speech Recognition, cost saving technology of the 21st Century
Absenteeism a growing cost issue
To order or find out more about The Merchants Global Contact Centre Benchmarking Report 2003 go here.
The current 2002-2003 delivers many insights but more importantly highlights trends in the industry, that will help you better understand where we're going. I recommend strongly that you consider taking part in the Benchmarking Report and receive the report for free. (click here).
Here's the Executive Summary for the 2001-2002 report. (click here, (adobe file)).
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