This Essential New Zealand Contact Centre Industry Benchmarking Report Provides Detailed...

This Essential New Zealand Contact Centre Industry Benchmarking Report Provides Detailed Information to Enable You to Better Manage Your Contact Centre

DUBLIN, Ireland--(Business Wire)--
Research and Markets
(http://www.researchandmarkets.com/research/44697e/new_zealand_contac)
has announced the addition of the "New Zealand Contact Centre Industry
Benchmarking Report 2008" report to their offering.

The New Zealand Contact Centre Industry Benchmarking Report 2008
report will provide detailed information to enable you to better
manage your contact centre.

The report includes key information about the following:

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

- 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.

- Significant Challenges facing contact centre operations over the
coming year.

- Analysis and drivers of contact centre performance.

Who should purchase these reports:

- 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.

The 2008 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.

Key Topics Covered:

Sponsor Information

Desk Research

Contact Centre Definition

Sample

Executive Summary

- Market Growth & Trends

- Transaction Handling

- Human Resources

- Technology

- Outsourcing

- The Year Ahead

Key Figures

- Industry Size & Growth

- Operational Issues

- Contact Centre Budgets

- Transaction Volumes

- Human Resources

- Technology

Detailed Analysis of the Contact Centre Industry in New Zealand:

- Industry Profile

- Market Size & Growth

- Organisation Customer Contact Channel Volumes

- Primary Work Activity Undertaken in Contact Centre

- Inbound vs. Outbound

- Operating Hours

- International Servicing

- Languages Spoken

- Finance and Budgets

- Budget Allocation

- Contact Handling

- Transaction Volumes

- Contact Centre Channel Volumes

- Agent Call Handling

- Customer Satisfaction and Complaints

- Up-selling and Cross-selling

- Outsourcing & Disaster Recovery

- Current Usage

- Planned Usage

- Disaster Recovery

- Human Resources

- Profile

- Absenteeism and Agent Satisfaction

- Agent Turnover and Retention

- Training

- Teleworking

- Remuneration & Incentives

- Quality Assurance

- Technology

- Current Usage

- Planned Investment

- Channel Integration

- Website

- Hosted Solutions

- PABX/ACD

- Telecommunications Carrier

- Speech Recognition

- Key Performance Indicators

- Current Performance Against KPIs

- Contact Centre Strategies

- Management Perspectives

Country Overview

Key Benchmark Statistics

For more information visit
http://www.researchandmarkets.com/research/44697e/new_zealand_contac

Research and Markets
Laura Wood, Senior Manager
press@researchandmarkets.com
Fax from USA: 646-607-1907
Fax from rest of the world: +353-1-481-1716

Copyright Business Wire 2008