Call Centre Benchmarking Study for 2001

Contents - | Summary

Call Centre Benchmarking Study for 2001 - Executive Summary

General Results by Turnover Groups

Turnover Group over $400 Million

$200 Million to $400 Million

$100 Million to $200 Million

$50 Million to $100 Million

$40 Million to $50 Million

$30 Million to $40 Million

$20 Million to $30 Million

$10 Million to $20 Million

$5 Million to $10 Million

$1 Million to $5 Million

Less than $1 Million

Group with No Turnover

Group Whose Turnover was No Disclosed

Full Survey Report

Industries Represented

Call Centres

Primary Functions

Work Stations

Method Used by Customers to Communicate

Percentage Breakdown by Inbound and Outbound Calls

Location of Offices

Staffing Analysis by Turnover Groups

Staffing Deployment

Telesales Turnover Generated by Inbound Calls

Telesales Turnover Generated by Outbound Calls

Cost of Contact Centre Opration

Other Running Cost

Relationship between STD and Local Calls

Outsourcing of Call Centre Functions

Key Issues by Turnover Group by Number of Concerned Respondents

Technology Support

Titles of those who Responded to the Survey

 

d to the Survey