Merchants Global Benchmarking Report
Now in its 15th year, the Merchants Global Contact Centre Benchmarking Report is widely acknowleged as the most useful, authoritative and comprehensive research study of its kind.
Supported by 29 of the worlds most important industry groups and associations the 2012 Global Contact Centre Benchmarking Report considers over 350 performance metrics drawn from 637 respondents across 72 countries.
Corporate members have full access to the 2012 report through the portal provided.
CCMA Members can purchase a hard copy of the report at £540, which is 40% discount off the normal cost. Email us at email@example.com to order your copy. To give you a flavour of the content, for a free copy of the executive summary of this report click here
Pay and Conditions in Contact Centres
IDS survey of pay and conditions in call and contact centres 2013/14
IDS is currently undertaking its annual survey of pay and conditions in call and contact centres. The survey provides a comprehensive review of current pay rates for key call and contact centre roles, along with details on benefits, staff turnover, and recruitment and retention issues.
All participants receive a free summary of the results on publication later this year and ccma members will receive a 20% discount on the full report.
The survey is online only and hosted by FluidSurveys. The survey doesn't need to be completed in one sitting - you can save, preview and print your responses at any time.
The closing date for the survey is Friday 7 June 2013.
<a href="http://fluidsurveys.com/s/IDSsurveys/call-centres/ ">Click here to take part in the survey</a>
Benchmarking reports from Contact Babel include:
The UK Contact Centre HR & Operational Benchmarking Report 2012
A major study of UK contact centre operations, looking in depth at salaries, attrition, absence, recruitment, training, operational performance benchmarks, budgets and growth. Segmented by vertical market and contact centre size. With historical stats and projections.
Published: October 2012 - £295 ( £50 discount for CCMA members)
UK Contact Centres in 2013: The State of the Industry
Focused on vendor requirements. Details the size, shape, structure and future of the industry in figures, with forecasts until 2016. Data (agent positions, jobs and contact centre numbers) are segmented by vertical market and size bands.
Published: December 2012 - £1,095
The UK Contact Centre Decision-Makers’ Guide 2012
The 10th edition of the largest and most comprehensive study of the UK’s contact centre industry. Key statistics and insight into all elements of the contact centre industry - including technology, HR, benchmarking, strategy and investments.
Published: October 2012 – free
The Inner Circle Guides
Definitive studies of key technologies, solutions and suppliers in the customer contact space, with a focus on the specific commercial benefit to businesses: the topic must be hot, and poorly-understood.
Currently, we have Inner Circle Guides to Speech Analytics, and Cloud-based Contact Centre Solutions.
The 3rd Guide in the series will be on Multichannel (out July 2013) and the 4th on Self-Service (Q4 2013).
Cost – free.