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SOUTH EAST WALES CALL CENTRE INITIATIVE Benchmarking Study

SOUTH EAST WALES CALL CENTRE INITIATIVE Benchmarking Study. Outline of Recommended Approach. September 2001. BACKGROUND & OBJECTIVES. Members of SE Wales Call Centre Forum are keen to establish mechanism for obtaining aggregate information relating to regional call centre sector Aims are:

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SOUTH EAST WALES CALL CENTRE INITIATIVE Benchmarking Study

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  1. SOUTH EAST WALES CALL CENTRE INITIATIVEBenchmarking Study Outline of Recommended Approach September 2001

  2. BACKGROUND & OBJECTIVES • Members of SE Wales Call Centre Forum are keen to establish mechanism for obtaining aggregate information relating to regional call centre sector • Aims are: • To monitor trends over time • To allow individual companies to benchmark performance against sector as whole • Data is available at UK level from annual Merchants International survey, but this does not provide detailed feedback required on SE Wales

  3. SCOPE OF STUDY • Main areas of interest for study are: • Volume of calls • Type of calls • Hours of operation • Numbers employed • Attrition rates • Remuneration & salary levels • Sickness levels • Training • Customer satisfaction • Service levels and quality management

  4. METHODOLOGY • Panel of 20 members of Call Centre Initiative will be recruited, across range of types of call centre/industry sectors • Each member will be asked to complete short questionnaire for every wave of study • Initially, frequency likely to be quarterly (although could decrease to 6-monthly, if necessary, in future) • Questionnaires to be emailed out & emailed back to MRW • Participants likely to be Quality Managers or Operations Managers (most appropriate individuals’contact details to be supplied to MRW)

  5. MAXIMISING CO-OPERATION • Individual company data will be completely confidential – only aggregate results will be published • Before recruitment of Panel, introductory letter explaining aims & importance of study and stressing confidentiality will be sent by MRW to all members of Initiative • Programme of reminders will be set up, so that all non-respondents receive 2 reminders to complete & return their questionnaire • Questionnaire will be kept as succinct as possible, with mostly pre-coded responses, to speed up its completion

  6. TIMINGS & REPORTING • Results for each wave will be available within 4 weeks of fieldwork starting, eg if Wave 1 starts 1st week January, then results published in early Feb • At end of each wave, MRW will prepare summary report (bullet-points with charts illustrating trends over time) • Report will be emailed to all participants/members of Initiative • Presentations could also be provided, if desired

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