Deadline extended for 2011 Contact Centre Survey

Fifth Quadrant has extended the deadline for participating in the 2011 Contact Centre Industry Market Report for New Zealand and Australia. Contact Centres now have until Friday 11th November to take part in this research project, which is an important resource for the industry as well as individual Contact Centres.

The survey has been running for 15 years and is regarded as the primary reference for data, information and trends related to the inbound and outbound contact centre industry.

All participants receive a free detailed summary of the report in exchange for completing the 50 minute online survey. The survey has a resume function for participants who cannot devote 50 minutes to the survey in one go or if they need to gather information on certain sections before completing it. Participants can click on the original link to the survey to resume from where you submitted the last question.

This unique industry report is a key resource for Contact Centre Managers and Executives as well as HR, IT and Customer Service Professionals, and Consultants and Suppliers working in the service sector. It is important for the industry to have access to up-to-date reliable information and this is achievable only through the contribution Contact Centres.

The 2011 Contact Centre Industry Market Report provides detailed information that enables better management of  acontact centre, by comparing a participant's own contact centre industry performance against the industry as a whole. Where possible, the results will be compared to previous years in order to highlight any changes over time.

The report will include key information about the following:

• Contact Centre Strategy
• Customer Experience
• Call Handling
• Processes
• IT
• Human Resource Management
• Budgets
• Outsourcing
• Business Continuity
• Environmental Policies
• KPIs and Reporting
• Key Trends
• Key Challenges
• Vendor Market Share
• Vendor Performance
• Models of Best Practice

This survey is targeting Contact Centre Managers and Executives in Australia or New Zealand only, though data may need to be sourced from team members or different departments.

Begin Survey Here:
http://www.informinsights.com/InformEVM/Presentation/Receiver/SurveyInitialiser.aspx?DocumentID=VNVNXQVK&CID=[VALUE]

Survey Deadline Extended to Friday, 11th November 2011

If you would prefer to make your contribution via telephone or post, or have any specific questions about the survey, please contact Susan Kealy by email (skealy@fifthquadrant.com.au) or phone (+61 2 99273305) ASAP to arrange for a suitable time to contact you or for the benchmarking survey to be sent out.

If you have any technical issues, or general questions about the survey, please also contact Susan Kealy on the details above.