World’s first Online Benchmarking Study for Contact Centre Industry launched

Top Quote 86% of organisations polled participate to compare their performance to peer group businesses End Quote
  • (1888PressRelease) March 03, 2009 - Datacraft, a Dimension Data company, today announced the launch of the world's first online Benchmarking Survey and comparison tool for the global contact centre industry.

    The launch follows a growing demand from organisations for an online tool to compare their contact centre operations and capabilities with that of their peers and competitors, and provide them with a set of best practice standards and benchmarks including staffing and training, performance metrics, technology usage, budgets and development plans.

    Martin Dove, Dimension Data's Managing Director, Customer Interactive Solutions Global, said: "For the past decade, the Benchmarking Report was produced in print format. When we polled participants of the 2008 Benchmarking Report, 86% said they participate in the research study in order to compare their performance to peer group businesses, and to identify opportunities for cost reduction and performance improvement. Respondents also said that the greatest barriers to gaining maximum value from benchmarking exercises was the inability to compare results to specific groups; data validation and accuracy, cost, and time.

    "Coupled with an economic climate in which organisations are striving to cut costs and become leaner and more efficient, it makes sense to publish the Benchmarking Report results online. Moreover, organisations that participate in the 2009 study will be able to benchmark the performance of their operations in a world of intense competition and tough targets," said Dove. World's first Online Benchmarking Study for Contact Centre Industry launched Page 2 of 3 Datacraft Asia Ltd, 6 Temasek Boulevard, 26-01/05 Suntec Tower Four, Singapore 038986 Tel: 65-63226688 Fax:65-63237933

    The Benchmarking Report is more than just the global definitive source for contact centre professionals to glean balanced, industry trends and issues from research undertaken across over 500 contact centres located in 36 countries across five continents. For participants who employ over 20 contact centre agents, the 2009 Contact Centre Benchmarking Report will also offer a range of new benefits, including free access to a greater pool of statistics and information. Other free benefits include the ability to:
    compare and benchmark their organisation's data by geography, sector, size, outsource or captive area;
    undertake a comprehensive benchmark assessment of their own organisation;
    view and benchmark global data with over 500 operations worldwide;
    access real time comparisons of historical data to identify global trends ; and
    make multiple enquiries to validate data as their organisation's business/sector evolves

    For further information about, or to participate in the 2009 Global Benchmarking study, log on to

    About Datacraft

    Datacraft is a wholly owned subsidiary of Dimension Data plc (LSE:DDT), a US$4.5 billion leading global IT solutions and services provider. Datacraft operates in over 50 offices across 13 Asia Pacific countries. We help clients plan, build, support, manage, improve and innovate their IT infrastructures. Datacraft combines an expertise in networking, security, data centre, storage, Microsoft solutions and contact centre technologies, with advanced skills in consulting, integration, training and managed services to craft IT solutions for businesses. For more information, please visit

    For further information, please contact:

    Esther Quah (Datacraft Asia)
    Tel: (65) 6322 6688
    Email: esther.quah ( @ ) datacraft-asia dot com

    Tng Szu Lin (Datacraft Asia)
    Tel: (65) 6322 6605
    Email: szu-lin.tng ( @ ) datacraft-asia dot com

    Wesite: Datacraft Asia

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