Uncovering the Contact Centre Industry in New Zealand.DUBLIN, Ireland -- Research and Markets (http://www.researchandmarkets.com/reports/c43091) has announced the addition of New Zealand New Zealand (zē`lənd), island country (2005 est. pop. 4,035,000), 104,454 sq mi (270,534 sq km), in the S Pacific Ocean, over 1,000 mi (1,600 km) SE of Australia. The capital is Wellington; the largest city and leading port is Auckland. Contact Centre Industry Benchmarking Report 2006 to their offering. The 2006 Contact Centre Industry Benchmarking Study is the most comprehensive, the most widely used, and the most frequently cited contact centre industry benchmarking study regularly published. The 2006 benchmarking study provides 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. The report will include key information about the following: * Contact Centre Operations, including: customer contact channels, call volume, regions serviced, opening hours opening hours open npl → heures fpl d'ouverture opening hours open npl → Öffnungszeiten pl and outsourcing practices * Technology including current usage and purchase intentions * Human Resources The fancy word for "people." The human resources department within an organization, years ago known as the "personnel department," manages the administrative aspects of the employees. , including: staff profile, turnover, tenure, absenteeism ab·sen·tee·ism n. 1. Habitual failure to appear, especially for work or other regular duty. 2. The rate of occurrence of habitual absence from work or duty. , retention, recruitment, training and remuneration REMUNERATION. Reward; recompense; salary. Dig. 17, 1, 7. * Key Performance Indicators Key Performance Indicators (KPI) are financial and non-financial metrics used to quantify objectives to reflect strategic performance of an organization. KPIs are used in Business Intelligence to assess the present state of the business and to prescribe a course of action. including goals and actual performance levels * Budgets and seat costs * Quality Assurance and Customer Satisfaction * Significant Challenges facing contact centre operations over the coming year Who should purchase this report? * Executives assessing call centre location in New Zealand. * Call Centre Management requiring benchmarking data. * Suppliers selling products and services to the call centre industry. * Consultants advising clients on call centre strategy. * Government bodies interested in investment attraction opportunities. For more information visit http://www.researchandmarkets.com/reports/c43091 |
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