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Launch date announced for Merchants Global Contact Centre Benchmarking Report 2003

  • 03 October, 2003 10:48

<p>The Merchants Global Contact Centre Benchmarking Report 2003 includes participation from 49 contact centres in Asia-Pacific, with significant Australian and New Zealand representation. Asia-Pacific call centres represented almost a quarter of contact centres surveyed worldwide.</p>
<p>This year's benchmarking provides insights into how contact centres are responding to the pressure to drive down costs and at the same time provide customers with the service levels they demand. Highlights from the 2003 report are available; covering Performance Measures, Operations Management, Technology, Human Resources, Training and Customer Relationship Management.</p>
<p>Robert Allman, national business manager, Dimension Data Australia is available for follow-up interviews and a preliminary highlights summary document is also available.</p>
<p>Please contact Elizabeth Dawson or Sally Robards on 02 9904 4533 or for further information or to arrange an interview</p>
<p>- Dimension Data publishes the sixth edition in the series of Merchants industry-renowned reports -</p>
<p>Sydney, 3 October, 2003 - Dimension Data, a leading global technology company, announces today that the Merchants Global Contact Centre Benchmarking Report 2003 will be published on 3rd November 2003. First published in the UK in 1996 by Merchants, European contact centre specialists and a subsidiary of Dimension Data, this year’s edition is the sixth in a series of the industry-renowned benchmarking reports.</p>
<p>The report has balanced global and industry representation from over 200 contact centres in 19 countries and five continents, and is an invaluable reference for all contact centre professionals. It provides managers with a set of benchmarks with which to measure their operations against, including contact centre staff salary levels, performance statistics, technology developments, CRM trends and training needs.</p>
<p>Key trends highlighted in this year’s report include a move away from the adoption of a ‘single number’ policy as more companies retreat from complicated queue menus and focus more on customer service and retention. This tendency is also highlighted by the growing number of organisations that are varying their use of communication channels according to the nature of the enquiry and the profile of the customer.</p>
<p>Priced at AUD$2200, the report can be ordered from Dimension Data today. A discounted price of AUD$1750 is available to all those who order and pay for a report prior to 24th October 2003.</p>
<p>The 2003 report is jointly published by Dimension Data and research company, Proactive Insight. Further details can be obtained by contacting Martin Aungle, corporate communications manager, Dimension Data Australia on (02) 8249 5502 or by accessing the Global Contact Centre Benchmarking website and clicking on the Reports link.</p>
<p>- ends -</p>
<p>About Dimension Data
Dimension Data Holdings plc (LSE: DDT) is a leading global technology company. The Group provides solutions and services that optimise and manage the performance of IT infrastructures to enable business to build competitive advantage. To achieve this, the Group delivers solutions using its proprietary ‘Application Network’ architectural framework and its expertise in networking, application integration and managed services.</p>
<p>Dimension Data, founded in 1983, had revenues of $2.1 billion in 2002 and operates in 30+ countries with over 8,000 employees.</p>
<p>About Merchants
Merchants Limited is one of Europe’s leading customer contact solutions companies, providing a full range of innovative managed services to enable the successful generation of customer value in real-time, every time. From communications centres in the UK, Ireland and South Africa, Merchants manages the outsourced customer contact operations of some of eth world’s best-known and most respected brands. Merchants is a wholly-owned subsidiary of Dimension Data Holdings.</p>
<p>About Proactive Insight
Proactive Insight is a leader in marketing research solutions. The company is best known for its innovative research methods, call centre infrastructure, data processing resource and its sophisticated use of technology to deliver knowledge. The company has benchmarking experience in a variety of industries and has over 13 years’ experience in the marketplace.</p>
Elizabeth Dawson/Mike Howorth
Howorth Communications
02 9904 4533</p>
<p>Martin Aungle
Dimension Data Australia
Tel: 02 8249 5502</p>

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