Australian contact centres outrate global average

Australian contact centres have higher customer satisfaction ratings than the global average, according to the latest Merchants Global Contact Centre Benchmarking Report released by Dimension Data.

Australian customer satisfaction ratings averaged 85 percent compared to the global measure of 82 percent.

In the 2006 report, Australia regularly out-performed global benchmarks in relation to quality measurements including call resolution rates, customer satisfaction, staff-related statistics, and the use and integration of contact centre technologies.

The survey covered 363 contact centres located in 38 countries with Australian contact centres representing 8 percent of the report's sample.

On technology use, Australia has a higher adoption rate of speech technologies, workforce optimization and agent applications.

Technology is also being used to personalize customer experience with 58 percent of Australian centres delivering personalized service compared to the global rate of 42 percent.

Speech recognition was identified as an area of growth with 32 percent of Australian contact centres planning to upgrade or install speech applications in 2006.

Australia also had a lower turnover of management and support staff sitting at 11 percent compared to 17 percent globally.

Moreover, Australia also rated highly when it came to IT disaster recovery planning with 24x7 support of the IT environment reaching 68 percent compared to 51 percent globally.

Dimension Data's national business manager of customer interactive solutions, Robert Allman said the results prove Australia is a credible location for international contact centre operations.

"However, the motivation for most offshoring decisions still seems to be cost reduction. Most contact centres worldwide are still seen as cost rather than profit centres," he said.

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