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Dimension Data Partners with the CCMA to Benchmark Australian Contact Centres

  • 19 July, 2005 11:19

<p>Sydney, 19 July 2005 – Dimension Data, a leading global technology company, today announced that it has formed a partnership with Australia’s Customer Contact Management Association (CCMA) to benchmark Australian contact centres both in Australia and globally.</p>
<p>Dimension Data is currently undertaking its eighth global study to benchmark performance levels and best practices within the contact centre industry. The eighth Global Contact Centre Benchmarking Report will be published in early 2006, and it is expected to draw participation from over 250 contact centres in over 20 countries around the world.</p>
<p>The CCMA, in partnership with Dimension Data, has announced its inaugural ‘Best Practice Accreditation &amp; Awards Program’, which will use performance and benchmarking data gathered from CCMA member contact centres. The Accreditation &amp; Awards Program will recognise CCMA members who demonstrate industry best practice in their fields, and also establish an accreditation program based on performance benchmarks, comparing contact centres with local and international standards.</p>
<p>“This partnership is an exciting milestone in our ten-year history, and very important for this region and CCMA members. By working with Dimension Data on their global benchmarking initiatives, CCMA members have a great opportunity to be part of Australian and international performance benchmarking and best practices, knowledge sharing and commercial recognition through industry awards,” said Shawn Kewley, president, CCMA.</p>
<p>“Since forming ten years ago, the CCMA has developed valuable international connections, a proven network with a reputation of high quality events; a professional education forum and community minded to respect a wide range of personal interests and needs.”</p>
<p>“Dimension Data’s Benchmarking Report is the most comprehensive and industry-renowned global study of its kind. We are very excited to have the opportunity to use the Report’s framework to offer an awards and accreditation program to our members,” added Ellen Richards, marketing director, CCMA.</p>
<p>Participation in the study is open to all contact centres. The research is being conducted online via a questionnaire covering essential industry statistics such as operational, performance and development benchmarks in addition to areas such as contact centre location strategy, technology and financial management.</p>
<p>The 2005 Global Contact Centre Benchmarking Report drew participation from contact centres in 24 countries. With over 54% of last year’s participants citing the report as used to benchmark their own performance, the independent and confidential study, provides an insight into the standards of the contact centre industry, not only in Australia but across the globe.</p>
<p>Contact centre growth has been estimated at 6% over the next 3 years, with the number of call centres growing from 110,000 to 130,000 worldwide. Business and customer demands will also grow and keeping abreast of this growth will necessitate contact centres to address and set benchmarking standards for key performance areas.</p>
<p>The 2005 Benchmarking Report also finds that customer interaction will increase substantially (with almost 60% of contact centres experiencing in excess of 20% annual growth in call volumes) and with just 64% of contact centres having a defined and documented procedure for assessing the quality levels of process adherence, there is a need to address this performance indicator in an effort to increase customer satisfaction and deliver sustained growth.</p>
<p>Similarly, the expected growth within the industry will demand development strategies that embrace the entire contact centre performance and management process. The study reveals that budget (88%), technology (78%) and headcount (75%) as the top three drivers in strategy development with customer base growth (59%), cost reduction targets (58%) and customer profitability (56%) also on the agenda however at relatively low levels considering the industry is customer driven.</p>
<p>Commenting on the Global Contact Centre Benchmarking study, Robert Allman, national business manager, Customer Interactive Solutions, Dimension Data said: “The contact centre market continues to grow and with growth comes the need for the industry to benchmark its performance, especially in the areas of customer, organisation and staff. Successful customer interaction remains key to successful contact centres and being able to respond to today’s challenges against competitors, on a global basis, will ensure continued improvement and advancement within the industry.”</p>
<p>Contact centres wanting to participate in the study need to register online by 31 July 2005 at or can contact Kerry Littlewood at</p>
<p>The study will be published by Dimension Data and is researched in conjunction with Synovate, a leading global research company. All data collection adheres to Data Protection and Data Privacy regulations and guidelines, and all participant information is held and analysed anonymously. Participating CCMA members will be asked to complete and sign a CCMA Best Practice Accreditation &amp; Awards Program consent form.</p>
<p>About Dimension Data</p>
<p>Dimension Data plc (LSE:DDT), a specialist IT services and solution provider, helps clients plan, build and support their IT infrastructures. Dimension Data applies its expertise in networking, security, operating environments, storage and contact centre technologies and its unique skills in consulting, integration and managed services to create customised client solutions.</p>
<p>About the Customer Contact Management Association</p>
<p>The CCMA is a not-for-profit incorporated association that was formed in Australia in June 1996 and since then has grown from strength to strength in both membership and industry recognition. The association is run on a voluntary basis by a cross section of experienced contact centre professionals recognises all contact centres including help desks, with no distinction between inbound or outbound, sales or service or industry.</p>
<p>The CCMA provides a forum where contact centre professionals can interact with their peers locally, nationally and as part of an international network of associations. The association always strives to provide a professional, responsive voice in this ever-growing industry and actively promote the recognition of the contact centre industry. For more information, please go to</p>

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