Contact Centre Report 2018

Contact Centre Benchmark Report 2018

Contact Centre Benchmark Report 2018



Published 1 April 2018

Fifth Quadrant’s 2018 Benchmark Report explores current strategic, operational, people and business process issues in the contact centre industry.

 

Key Insights

Fifth Quadrant has released the 2018 Australian Contact Centre Benchmark Report highlighting current strategic, operational, people and business process issues in the contact centre industry.

 

A total of 143 Contact Centre Managers and Executives throughout Australia were surveyed from a wide range of industries including: Government, Health, Education, Financial Services, Utilities, Telcos and Consumer Products.

 

The report reveals almost three-quarters of the industry (73%) is striving to improve customer experience, with nearly a third of respondents (31%) claiming they lacked sufficient resources to meet business needs and almost half (45%) struggling to improve efficiency.

 

Outsourcing Call Centre Services

  • Almost a quarter of organisations are outsourcing some contact centre functionality to third-party providers
  • Over three-quarters (78%) of organisations that outsource use on-shore providers
  • Less than a quarter (18%) of organisations that outsource use offshore providers with the most common countries being  Philippines and India
  • Outsourcing is expected to grow in 2018 primarily on-shore

 

Telephone support is still king

  • The proportion of contacts handled via phone channels has decreased at a slower rate than expected (3% decrease since 2014), showing an ongoing preference for voice interaction by Australian consumers
  • 71% of all customer interactions are handled via the telephone

 

Infographic

If you’re short on time or don’t want to purchase the whole report the team at Fifth Quadrant have put together an infographic with some of the key findings:

 

Contact Centre Report 2018

Looking for more industry data?

Read the 2017 Australian B2B Sales Report highlighting the challenges facing Australian sales teams and the industry trends and outlook.

Testimonials

tester

tester

EL Blue


Greg Puttick General Manager

EL Blue explains why they, decided to outsource their outbound lead generation and what the results have been.

tester

tester

Grays Online


JOSH SANDERS General Manager NSW Industrial

Graysonline explains that by outsourcing lead generation they now have their sale people meeting qualified prospects and selling more often.

tester

tester

Jayex Healthcare


Michelle O’Brien Regional Manager

Jayex explains their experience with outsourcing their lead generation to Forrest Marketing Group.

tester

tester

GSPM


Bill Alexiou-Hucker Director

GPSM explain why they outsourced their outbound lead generation and what the results have been.

tester

tester

Genesis Instore Marketing


Andrew Mansfield

Gensis explain why they looked to outsourcing lead generation and why they chose to partner with FMG.

You're in good company

Proud Member

Get In Touch
close slider