The Global Contact Centre Benchmark Report is widely acknowledged to be the most useful, authoritative and comprehensive research of its kind.
Benchmarking is about learning, identifying gaps in performance and adopting best practice awareness that can be used to drive cost reduction and a business case to positive change.
The 2012 Benchmark Portal results are drawn from six key business areas (shown below). It provides users with access to over 350 performance metrics drawn from 639 respondents located in 72 countries. The global data can be filtered down by Region, Sector, Size and Provider Type