How are Middle East Call Centres measuring up?
Benchmarking has long been the preferred method of determining relative performance of contact centres, but now it’s being taken to a new level with the latest on-line tools.
Bahrain based Consulting firm Silah Gulf, a joint venture between Bahrain’s eGovernment Authority and UK research firm Merchants have announced the launch of the first Middle East focused call centre benchmarking survey. The results of the survey are free of charge to all participants.
Joe Tawfik, Silah’s CEO explains:” The Merchants Global Contact Centre Survey assesses over 500 contact centres worldwide, but until recently has not had a focus on the Middle East, which we believe is the fastest growing region in the industry currently.” He continues: “ We’ve modified the survey slightly to make it more appropriate to the GCC region, but we’ll still be able to allow participants to compare themselves globally, by region or size – and it’s all done online.”
The GCC version of the benchmarking survey is now online participants are invited to fill in a questionnaire that covers all areas of contact centre strategy, operations, technology, HR, training, management and finance. Once complete and added to the global entries, participants will then be able to go online, see their results and conduct on-line comparisons against any of the data they have submitted.
The importance of benchmarking to ensure the successful development of contact centres is vitally important for the economic growth of the region. As Joe Tawfik points out:” Benchmarking gives us the vital objective measurements we need to understand where we are leading the competition and where we need to improve. This is very important if contact centres – which employ so many people – are to be seen as delivering best practice as well as value for money.”