Australian Contact Centre Industry Benchmarking Report

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As contact centres deepen their reach into the enterprise, the industry as whole should determine what drivers contribute to detraction the most among their customers, and proceeds with a thorough study of the processes and theimplementation of these practices in your call center.

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This time last year there was a lot of talk about the future of the Australian contact centre industry with the closure of a number of local BPOs and also some larger players entering the market.

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While both companies have a somewhat similar score, this is explained by the uniformly low scores for control reported by call handlers in our sample.

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