Contact Centre Industry Benchmarking Study 2009
Australia, New Zealand and Asia


Thank you for taking the time to participate in this valuable contact centre industry study, now in its 13th year. It is important for the industry to have up-to-date information and it is only through the contribution of people such as yourself that this is achievable.

All respondents who complete the survey will receive a free copy of their country report valued at US$1,200.

All responses will be strictly confidential and will be presented in aggregate form only. Thank you for taking the time to complete the survey.

This survey is aimed only at Contact Centre Managers and Executives in Australia, New Zealand and Asia, operating at least 5 seats in Australia, New Zealand and Asia. Please do not continue with the survey if you do not meet these criteria.

Please allow approximately 50 minutes to complete the survey. Your input is most valuable to the contact centre industry.

The survey has a resume function, so if you cannot devote a full 50 minutes to the survey in one go or if you need to gather information on certain sections of the survey, you may click on the original link to the survey to resume from where you last submitted the last question.

A special focus of this year's Contact Centre Industry Benchmarking Study is the impact of the Global Financial Crisis on the contact centre.

The key sections in this survey include:

  1. ORGANISATIONAL PROFILE
  2. CONTACT CENTRE PROFILE
  3. CONTACT HANDLING
  4. CUSTOMER EXPERIENCE
  5. REVENUE GENERATION
  6. PERSONNEL
  7. STAFF RETENTION
  8. TRAINING & CAREER DEVELOPMENT
  9. WAGES & INCENTIVE
  10. PERFORMANCE MANAGEMENT
  11. FINANCIAL DATA
  12. OUTSOURCING
  13. TECHNOLOGY
  14. QUALITY ASSURANCE
  15. CONTACT CENTRE CHALLENGES
  16. ENVIRONMENTAL IMPACT

The callcentres.net Contact Centre Industry Benchmarking Study is proudly endorsed and supported by the call and contact centre associations across the Australia, New Zealand and Asia regions.


This survey is proudly sponsored by:


Endorsed by:
Australia Australia Australia New Zealand
Philippines Philippines Malaysia Singapore
China China China China
Thailand Hong Kong Indonesia

If you have any questions about this study please do not hesitate to contact William Dieu at callcentres.net (+61 2 9927 3344 or wdieu@callcentres.net).

Kind regards,
Dr. Catriona Wallace
Managing Director
callcentres.net


(Please type or tick the appropriate response)
Organisational Profile
  Is/are your organisation's contact centre/s an in-house (or captive) contact centre, a third party provider/ outsourced contact centre, or a mixture of both?
(PLEASE SELECT ONE RESPONSE ONLY)
  What is your in-house contact centre's primary business activity? (PLEASE SELECT ONE RESPONSE ONLY)
  What industries does your outsourced contact centre currently service? (PLEASE SELECT ALL THAT APPLY)
  How many physical contact centres and contact centre seats does your organisation operate in this country?
  How many physical contact centres and contact centre seats did your organisation operate in this country 12 months ago?
  How many physical contact centres and contact centre seats do you expect to have in operation in this country in 12 months time?
Currently operate Operational 12 months ago Operational in 12 months
Total number of contact centres
Total number of contact centre seats
  Total number of contact centre seats currently operating >= 5