2008 Thailand Contact Centre Industry Benchmarking Report Provides you with Information...
2008 Thailand Contact Centre Industry Benchmarking Report Provides you with Information about the Size and Scope of the Contact Center Industry DUBLIN, Ireland--(Business Wire)-- Research and Markets (http://www.researchandmarkets.com/research/faa6c5/2008_thailand_cont) has announced the addition of the "2008 Thailand Contact Centre Industry Benchmarking Report" report to their offering. The Thailand Contact Center Industry Benchmarking Report provides key information about the contact center industry in Thailand. Why this is essential reading: - The report provides you with information about the size and scope of the contact center industry in Asia and the eight countries studied - Learn about industry benchmarks of performance in areas including: Operations, Human Resources, Technology, Finances, Sales and Revenue generation, Outsourcing and more - Use the information contained in this report to gauge your center's performance in relation to the rest of the industry - Find out the difference between the Outsource sector and the Captive contact center markets Who should buy this report: - Outsourcing corporations - Contact Center Managers, Operations Managers, Service Directors in the contact center industry - Workforce planners - Vendors and Suppliers to the contact center industry - Human Resource Managers and Consultants - IT Managers and Consultants - Government Departments Key Topics Covered: Sample In-house (Captive)versus Outsourced Contact Centers Industry Breakdown Market Profile Number of Contact Center Seats in the Country and per Organisation Countries Serviced Opening Days Contact Handling Customer Contacts per Channel Customer Interaction per Type of Activity Transaction per Contact Center Channel Inbound and Outbound Call Percentage Agent Call Handling Revenue Generation Conversion Rates Strategies or Methods Adopted Profit versus Cost Center Budgets and Costs Budget Allocation Cost per Seat and Optimised Cost per Transaction (Not Available for Indonesia and Vietnam) Human Resources Agent Gender and Age Staff Salary Staff Ratios Agent Training Agent Sick Leave Staff Turnover and Tenure Retention Strategies Teleworking (Not Available for Vietnam) Key Performance Indicators Key Contact Center Metrics Technology Technology Implemented (Not Available for Indonesia) Outsourcing of Contact Center Functionality Outsourcing Functionality Outsourcing Locations Future Outsourcing Plans Contact Center Challenges Significant Challenges in the Next 12 months For more information visit http://www.researchandmarkets.com/research/faa6c5/2008_thailand_cont. Research and Markets Laura Wood Senior Manager Fax from USA: 646-607-1907 Fax from rest of the world: +353-1-481-1716 press@researchandmarkets.com Copyright Business Wire 2008
