2007 Australia Contact Centre Industry Benchmarking Study

Published by: callcentres.net

Published: Jul. 1, 2007 - 101 Pages

Table of Contents

Detailed Analysis of the Contact Centre Industry in Australia

Sponsor Information

Acknowledgement

Desk Research

Contact Centre Definition

Sample

Executive Summary

Market Growth & Trends

Transaction Handling

Human Resources

Technology

Outsourcing

The Year Ahead

Key Figures

Industry Size & Growth

Operational Issues

Contact Centre Budgets

Transaction Volumes

Up-Selling and Cross-Selling

Revenue Generation

Human Resources

Technology

Detailed Analysis of the Contact Centre Industry in Australia

Part 1: Industry Profile

Market Size & Growth

Organisation Customer Contact Channel Volumes

Primary Work Activity Undertaken in Contact Centre

Inbound vs. Outbound

Operating Hours

International Servicing

Languages Spoken

Part 2: Finance and Budgets

Budget Allocation

Part 3: Contact Handling

Transaction Volumes

Contact Centre Channel Volumes

Agent Call Handling

Customer Complaints

Up-selling and Cross-selling

Revenue Generation

Impact of the ‘Do Not Call’ Register

Part 4: Outsourcing & Disaster Recovery

Current Usage

Planned Usage

Disaster Recovery

Part 5: Human Resources

Profile

Absenteeism and Agent Satisfaction

Agent Turnover and Retention

Training

Teleworking

Remuneration & Incentives

Quality Assurance

Part 6: Technology

Current Usage

Planned Investment

Hosted Solutions

PABX/ACD

Part 7: Key Performance Indicators

Current Performance Against KPIs

Part 8: Contact Centre Challenges

Primary Challenges

Part 9: Australian Country Overview

Part 10: Key Benchmark Statistics

Index of Figures

Figure 1: Respondent Title

Figure 2: Type of Contact Centre

Figure 3: Industry

Figure 4: Location of Contact Centre

Figure 5: Number of Contact Centres Per Organisation

Figure 6: Average Percentage of Customer Contacts by Channel

Figure 7: Type of Customer Interactions Handled by the Contact Centre (Mean)

Figure 8: Type of Customer Interactions Handled by Outsourced Contact Centres

Figure 9: Inbound Vs. Outbound Functionality

Figure 10: Opening Days

Figure 11: Proportion of Centres Servicing More Than One Country

Figure 12: Regions Serviced

Figure 13: Languages Spoken

Figure 14: Contact Centre Budgets

Figure 15: Budget Allocation

Figure 16: Weekly Transaction Volume Per Centre

Figure 17: Channel Volumes

Figure 18: Customer Complaints

Figure 19: Inbound Calls That Give Rise to Up or Cross-Selling Opportunities

Figure 20: Percentage of Inbound Calls That Give Rise to Up or Cross-Selling Opportunities

Figure 21: Conversion Rate (Inbound Calls)

Figure 22: Outbound Calls That Give Rise to Up or Cross-Selling Opportunities

Figure 23: Percentage of Outbound Calls That Give Rise to Up or Cross-Selling Opportunities

Figure 24: Conversion Rate (Outbound Calls)

Figure 25: Measurement of Contact Centre

Figure 26: Limitations to Revenue Generation in the Contact Centre

Figure 27: Impact of the ‘Do Not Call’ Register on Revenue Generation

Figure 28: Impact of the ‘Do Not Call’ Register on Headcount

Figure 29: Organisations Outsourcing Contact Centre Functionality

Figure 30: Percentage of Contact Centre Functionality Outsourced

Figure 31: Functionality Outsourced

Figure 32: Locations Currently Outsourced To

Figure 33: Percentage of Contact Centres With Disaster Recovery Plan

Figure 34: Average Staffing Ratios in Contact Centres

Figure 35: Agent Gender

Figure 36: Age Profile of Agents

Figure 37: Days Taken in Sick Leave (Per Agent Per Annum)

Figure 38: Full-Time Agent Turnover

Figure 39: Part-Time Agent Turnover

Figure 40: Average Tenure (All Staff)

Figure 41: Average Tenure (Staff Leaving the Centre)

Figure 42: Overall Reason for Agents Leaving the Centre

Figure 43: Proportion of Agents Leaving the Contact Centre Industry

Figure 44: Detailed Reasons for Agents Leaving the Centre

Figure 45: Most Effective Strategies Used to Retain Contact Centre Employees

Figure 46: Estimated Cost to Replace an Agent

Figure 47: Training Days

Figure 48: Type of Training - Experienced Agents

Figure 49: Proportion of Centres Allowing Telework

Figure 50: Full-time Contact Centre Agent Annual Base Salary

Figure 51: Part-Time/ Casual Agents (Hourly Rate)

Figure 52: On-Costs

Figure 53: Overtime & Shift Allowances

Figure 54: Financial Incentive Payments

Figure 55: Contact Centre Managers & Supervisors Mean Annual Salary

Figure 56: Methods Used to Monitor Call Quality

Figure 57: Number of Calls Rated Per Agent Per Month

Figure 58: Technology Implemented

Figure 59: Technology Implemented - Single Vs. Multiple Centres

Figure 60: Technology Purchase & Upgrade

Figure 61: Areas Currently Using Hosted Solutions

Figure 62: Areas Consider Using Hosted Solutions in the Next 12 Months

Figure 63: Brand Name of PABX/ ACD

Figure 64: KPIs Measured

Figure 65: Service Level Goal

Figure 66: Average Abandonment Rate

Figure 67: Average Time in Queue

Figure 68: Average Talk Time (Inbound Calls)

Figure 69: First Call Resolution

Figure 70: Average Wrap Time (Inbound Calls)

Figure 71: Average Speed of Answer

Figure 72: Occupancy Rate

Figure 73: Percentage of Right Party Connect

Figure 74: Average Talk Time (Outbound Calls)

Figure 75: Cost Per Voice Call (Handled by Agent Only)

Figure 76: Challenges Facing Contact Centre Operations Over the Next 12 Months

Index of Tables

Table 1: Market Size Estimates

Table 2: Market Growth Estimates (2007 to 2008) By Seat Size

Table 3: Market Growth Estimates (2007 to 2008) By Industry

Table 4: Seats Per Organisation

Table 5: Customer Contact Channels By Industry

Table 6: Type of Customer Interactions By Industry

Table 7: Inbound vs. Outbound Functionality By Industry

Table 8: Opening Hours

Table 9: Opening Hours By Seat Size

Table 10: Opening Days By Industry

Table 11: Opening Hours By Industry

Table 12: Calls Requiring Languages Other Than English

Table 13: Contact Centre Budget By Seat Size

Table 14: Contact Centre Budget By Opening Days

Table 15: Contact Centre Budget By Industry

Table 16: Contact Centre Budget By Industry

Table 17: Contact Centre Budget Allocation - Labour, Technology, Communications & Other

Table 18: Cost Per Seat

Table 19: Transaction Volumes By Seat Size

Table 20: Transaction Volumes By Industry

Table 21: Channel Volumes - Centres Using IVR Vs. Centres Not Using IVR

Table 22: Channel Volumes By Seat Size

Table 23: Agent Call Volume

Table 24: Agent Call Volume By Industry

Table 25: Customer Complaints By Industry

Table 26: Impact of DNC Register on Revenue Generation By Inbound Vs. Outbound Functionality

Table 27: Impact of DNC Register on Headcount By Inbound Vs. Outbound Functionality

Table 28: Organisations Outsourcing Contact Centre Functionality By Seat Size

Table 29: Full-Time Agent To Supervisor/Manager Ratio

Table 30: Agent Gender By Industry

Table 31: Age Profile of Agents By Seat Size

Table 32: Age Profile of Agents By Industry

Table 33: Days Taken in Sick Leave By Seat Size

Table 34: Agent Turnover By Seat Size

Table 35: Agent Turnover By Industry

Table 36: Agent Tenure (All Staff) By Seat Size

Table 37: Average Tenure (All Staff) By Industry

Table 38: Agents Leaving the Centre By Industry

Table 39: Proportion of Agents Leaving the Contact Centre Industry By Seat Size

Table 40: Proportion of Agents Leaving the Contact Centre Industry By Industry

Table 41: Training Days By Industry

Table 42: Full-time Contact Centre Agent Annual Base Salary

Table 43: Full-time Contact Centre Agent Annual Base Salary By State

Table 44: Part-Time/ Casual Agents (Hourly Rate)

Table 45: Pay Overtime/Shift Penalties By Seat Size

Table 46: Contact Centre Managers Annual Salary

Table 47: Contact Centre Supervisors/ Team Leaders Annual Salary

Table 48: Contact Centre Managers & Supervisors Mean Annual Salary By State

Table 49: Contact Centre Manager Mean Annual Salary By Seat Size

Table 50: Technology Used By Seat Size

Table 51: Planned Technology Investment

Table 52: Planned Technology Investment By Industry

Table 53: Investment in Technology By Seat Size

Table 54: Brand Name of PABX / ACD By Seat Size

Table 55: Australia - Key Statistics

Table 56: Payroll Tax By State

Abstract

• Contact Centre Operations: customer contact channels, call volume, regions serviced, opening hours and outsourcing practices.
• Technology: current usage and purchasing intentions.
• Human Resources: staff profile, turnover, tenure, absenteeism, retention, recruitment, training and remuneration.
• Key Performance Indicators: goals and actual performance levels.
• Budgets and seat costs.
• Revenue Generation and Sales Conversion Rates.
• Quality Assurance and Customer Satisfaction.
• Significant Challenges facing contact centre operations over the coming year.
• Analysis and drivers of contact centre performance.

• Executives assessing call centre location in Australia & New Zealand.
• Call Centre Management requiring benchmarking data.
• Suppliers selling products and services to the call centre industry.
• Consultants advising clients on call centre strategy.
• Government bodies interested in investment attraction opportunities.

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