BREAKING NEWS: The CCMA Benchmark portal will open on 4 January 2023 for one month. It is free to CCMA members – please register to participate. If you are not a member, register to participate and we will be in touch with how you can have your contact centre operation benchmarked.
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.
As a member of the CCMA you have access to an online benchmarking tool that assesses contact centre performance against 20 core metrics covering customer, operational and people measures. If you participate you will receive a personalised report showing your performance against the benchmark, plus guidance on areas for improvement.
If you are a CCMA member and want to take advantage of this new member benefit, simply complete the form below to register your interest and press submit. You will then receive an email with more information about the programme.
The CCMA Benchmark portal will re-open on 2 January 2024.
The CCMA Benchmarking tool will be open for registrations on 4 December 2023 or pre-register now. The online benchmarking tool assess your contact centre performance against 25+ core metrics and compares data from your peers. You will receive a report on how you compare and what improvements you can make.
It’s an exclusive CCMA member benefit – please register your interest to participate. If you are not a member, register to participate and we will be in touch.
We find the CCMA benchmarking exercise really valuable in understanding how we compare with other businesses across a whole range of customer, operational and people metrics. The robust methodology and the index give real confidence when sharing the insight with stakeholders. It always provokes debate and discussion amongst the team when we receive it, then we pull on it through the year to answer specific queries or questions that arise.
Strategy Manager Customer Care at The Very Group
Why take part?
These are just some of the reasons why taking part in the CCMA Benchmark is good for business:
- Find out how your contact centre performance compares to your peers
- Understand where to focus your time and money to make improvements
- Use the opportunity to increase morale and motivation in your team
- Raise the credibility of your contact centre internally by celebrating your results
- Gain the confidence to enter industry awards
- It’s exclusive for members.
How it works
Participating organisations provide data against a series of core questions during a one-month window. We have invited Sabio to support you as you gather your data.
The responses are analysed. Correlations are drawn and scores provided against 25+ key contact centre metrics. A report is then sent to individual participants.
Each report states the score for the participant compared to the score in the Sabio Index, the UKs largest benchmarking survey tool. Additional commentary is provided giving guidance on areas for improvement. Interpreting the results and identifying goals and action plans to focus your efforts to improve your scores is a key purpose for participating. To help you do this, consultants from Sabio will reach out to help you complete the questions and will be on hand to talk you through the outcomes and give you advice and guidance on what actions you could focus on.
For more information please read the FAQ.
Which metrics are benchmarked?
There are three groups of metrics: Customer Measures, Operational Measures and People Measures.
The Customer Measures will look at metrics such as overall NPS, call quality monitoring volumes, and the average first contact resolution.
Operational Measures includes abandon rate, team manager to advisor ratio and total shrinkage.
While People Measures will consider advisor starting salaries, total advisor attrition, total advisor absences and hybrid working model which advisors work.
About Sabio Index
Sabio runs the online benchmarking tool. It is an easy to use online portal enabling you to benchmark your most relevant customer service and digital metrics against your peers and the industry. It gives you an independent, reliable and authoritative view of where you need to focus your budget, time and resources to optimise customer and business outcomes.
I will definitely be using this information. I am currently working on a project looking at the future of my team and will be using some of this info to back up recommendations that I will be making to our Board.
Head of Sales, Barclaycard
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