Asia Contact Centre Industry Benchmarking Survey 2009

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Takes 50 minutes to complete

Dear Member,

You are invited to contribute to the callcentres.net 2009 Asian Contact Centre Industry Benchmarking Reports: China, The Philippines, India, Singapore, Malaysia & Thailand.

The Asian Contact Centre Industry Benchmarking Reports are the most comprehensive, the most widely used, and the most frequently cited contact centre industry benchmarking studies regularly published.

It is extremely important for the contact centre industry to have access to up-to-date reliable information and this is achievable only through the contribution of contact centre related people such as yourself.

The callcentres.net Contact Centre Industry Benchmarking Study is proudly endorsed and supported by the call and contact centre associations across the Asia region.

The 2009 benchmarking reports will provide detailed information to enable you to better manage your contact centre by benchmarking your centre's performance against the contact centre industry as a whole.

A special focus of this year's Contact Centre Industry Benchmarking Study is the impact of the Global Financial Crisis on the contact centre.

The report will include key information about the following:

• Contact Centre Operations: customer contact channels, call volume, regions serviced, opening hours and outsourcing practices.

Kind Regards Dr Catriona Wallace Managing Director, callcentres.net www.callcentres.net

Technology: current usage and purchasing intentions.

Human Resources: staff profile, turnover, tenure, absenteeism, retention, recruitment, training and remuneration.

Key Performance Indicators: goals and actual performance levels.

Budgets and seat costs.

Revenue Generation and Sales Conversion Rates.

Quality Assurance and Customer Satisfaction.

Environmental Impact.

Effects of the Global Financial Crisis on contact centres over the last 12 months.

Significant Challenges facing contact centre operations over the coming year.

Analysis and drivers of contact centre performance.

This survey is aimed only at Contact Centre Managers and Executives operating at least 5 seats in Asia. Please do not continue with the survey if you do not meet these criteria.

Begin Survey Here

Survey closes: Friday, 7th August 2009

If you would prefer to make your contribution via telephone or post please contact William Dieu by email: wdieu@callcentres.net or phone (+61 2 99273344) ASAP to arrange for a suitable time to contact you or for the benchmarking survey to be sent out.