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2007 New Zealand Contact Centre Industry Benchmarking Study

Published by: callcentres.net

Published: Jul. 1, 2007 - 88 Pages



Table of Contents


Detailed Analysis of the Contact Centre Industry in NZ

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 NZ

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

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: New Zealand 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

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: Inbound Vs. Outbound Functionality

Figure 9: Opening Days

Figure 10: Proportion of Centres Servicing More Than One Country

Figure 11: Regions Serviced

Figure 12: Languages Spoken

Figure 13: Contact Centre Budgets

Figure 14: Budget Allocation

Figure 15: Weekly Transaction Volume Per Centre

Figure 16: Channel Volumes

Figure 17: Customer Complaints

Figure 18: Inbound Calls That Give Rise to Up or Cross-Selling Opportunities

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

Figure 20: Conversion Rate (Inbound Calls)

Figure 21: Outbound Calls That Give Rise to Up or Cross-Selling Opportunities

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

Figure 23: Conversion Rate (Outbound Calls)

Figure 24: Measurement of Contact Centre

Figure 25: Limitations to Revenue Generation in the Contact Centre

Figure 26: Organisations Outsourcing Contact Centre Functionality

Figure 27: Percentage of Contact Centre Functionality Outsourced

Figure 28: Functionality Outsourced

Figure 29: Percentage of Contact Centres With Disaster Recovery Plan

Figure 30: Average Staffing Ratios in Contact Centres 2007

Figure 31: Agent Gender

Figure 32: Age Profile of Agents

Figure 33: Days Taken in Sick Leave (Per Agent Per Annum)

Figure 34: Full-Time Agent Turnover

Figure 35: Part-Time Agent Turnover

Figure 36: Average Tenure (All Staff)

Figure 37: Average Tenure (Staff Leaving the Centre)

Figure 38: Overall Reason for Agents Leaving the Centre

Figure 39: Proportion of Agents Leaving the Contact Centre Industry

Figure 40: Detailed Reasons for Agents Leaving the Centre

Figure 41: Most Effective Strategies Used to Retain Contact Centre Employees

Figure 42: Estimated Cost to Replace an Agent

Figure 43: Training Days

Figure 44: Type of Training - Experienced Agents

Figure 45: Proportion of Centres Allowing Telework

Figure 46: Full-time Contact Centre Agent Annual Base Salary

Figure 47: Part-Time/ Casual Agents (Hourly Rate)

Figure 48: On-Costs

Figure 49: Overtime & Shift Allowances

Figure 50: Financial Incentive Payments

Figure 51: Contact Centre Managers & Supervisors Mean Annual Salary

Figure 52: Methods Used to Monitor Call Quality

Figure 53: Number of Calls Rated Per Agent Per Month

Figure 54: Technology Implemented

Figure 55: Technology Implemented - Single Vs. Multiple Centres

Figure 56: Technology Purchase & Upgrade

Figure 57: Areas Currently Using Hosted Solutions

Figure 58: Areas Consider Using Hosted Solutions in the Next 12 Months

Figure 59: Brand Name of PABX/ACD

Figure 60: KPIs Measured

Figure 61: Service Level Goal

Figure 62: Average Abandonment Rate

Figure 63: Average Time in Queue

Figure 64: Average Talk Time (Inbound Calls)

Figure 65: First Call Resolution

Figure 66: Average Wrap Time (Inbound Calls)

Figure 67: Average Speed of Answer

Figure 68: Occupancy Rate

Figure 69: Percentage of Right Party Connect

Figure 70: Average Talk Time (Outbound Calls)

Figure 71: Cost Per Voice Call (Handled by Agent Only)

Figure 72: Challenges Facing Contact Centre Operations Over the Next 12 Months




Index of Tables




Table 1: Market Size Estimates

Table 2: Market Growth Estimates By Seat Size

Table 3: Seats Per Organisation

Table 4: Customer Contact Channels By Seat Size

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 Days by Seat Size

Table 10: Opening Hours by Seat Size

Table 11: Opening Days By Industry

Table 12: Opening Hours By Industry

Table 13: Calls Requiring Languages Other Than English

Table 14: Contact Centre Budget By Seat Size

Table 15: Contact Centre Budget By Industry

Table 16: Budget Allocation By Seat Size

Table 17: Contact Centre Budget By Industry

Table 18: Contact Centre Budget Allocation - Labour, Technology, Communications & Other

Table 19: Cost Per Seat

Table 20: Transaction Volumes By Seat Size

Table 21: Transaction Volumes By Industry

Table 22: Channel Volumes By Seat Size

Table 23: Channel Volumes - Centres Using IVR Vs. Centres Not Using IVR

Table 24: Agent Call Volume

Table 25: Agent Call Volume By Industry

Table 26: Customer Complaints By Industry

Table 27: Full-Time Agent To Supervisor/Manager Ratio

Table 28: Agent Gender By Industry

Table 29: Age Profile of Agents By Seat Size

Table 30: Age Profile of Agents By Industry

Table 31: Days Taken in Sick Leave By Seat Size

Table 32: Agent Turnover By Seat Size

Table 33: Agent Turnover By Industry

Table 34: Average Tenure (All Staff) By Seat Size

Table 35: Average Tenure (All Staff) By Industry

Table 36: Average & Median Tenure (Staff Leaving the Centre) 2007

Table 37: Agents Leaving the Centre By Seat Size

Table 38: Agents Leaving the Centre By Industry

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

Table 40: Training Days By Industry

Table 41: Full-time Contact Centre Agent Annual Base Salary

Table 42: Part-Time/ Casual Agents (Hourly Rate)

Table 43: Contact Centre Managers Annual Salary

Table 44: Contact Centre Supervisors/ Team Leaders Annual Salary

Table 45: Contact Centre Managers & Supervisors Mean Annual Salary By State

Table 46: Technology Used By Seat Size

Table 47: Planned Technology Investment

Table 48: Planned Technology Investment By Seat Size

Table 49: Planned Technology Investment By Industry

Table 50: Average Seats By Brand Name of PABX / ACD

Abstract

callcentres.net has released it’s annual New Zealand Contact Centre Industry Benchmarking Reports for the tenth year in a row. The 2007 Contact Centre Industry Benchmarking Study, is the most comprehensive, the most widely used, and the most frequently cited contact centre industry benchmarking study regularly published.

Sponsored by Cisco Systems, Zintel, Autonomy etalk and COPC. Produced by callcentres.net, the 2007 reports are endorsed by the Australian Teleservices Association, CCMA and TUANZ.

It would not have been possible to undertake this study without the support and assistance of our sponsors. For any call centre executives wishing to purchase services or technology for their call centre, please keep our sponsors in mind when compiling your shopping list.

The 2007 report will provide detailed information to enable you to better manage your contact centre.

The report includes key information about the following:
  • 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.
Who should purchase these reports:
  • 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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