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