Understanding how well your contact centre operates can help you focus your time and investments into improving the right areas to deliver an improved customer and employee experience.
From talking with our members we recognise that there are some organisations that just want to compare their performance against a small number of core metrics. For those member organisations we have created the CCMA Benchmark.
The CCMA Benchmark is an online tool that assesses contact centre performance against 20 core metrics covering customer, operational and people measures. It is free to participate and the opportunity to take part is every 6 months.
For other organisations, getting deep insight into their contact centre performance and how it benchmarks against their sector peers gives them the intel to make much more informed decisions. The CCMA recommends that member organisations use the Sabio Index to do a more comprehensive benchmarking exercise. The Sabio Index compares your performance against 70 metrics and can benchmark at a more granular level.
Organisations that participate in the CCMA Benchmark programme have an opportunity to get their contact centre performance benchmarked against the Sabio Index at a preferential rate.