Benchmarking
CCMA, in conjunction with CCR (Contact Centre Research), are delighted to offer our members a comprehensive benchmarking programme. The objective of the programme is to provide high quality benchmarking service balancing the need for both localised data and granular detail. There is no such benchmarking available exclusively in Ireland at the moment, so this is a unique offering tailored for CCMA members. CCMA chose CCR as our benchmarking partner because they offer a balanced portfolio package and an intelligent rage of benchmarks in a modern web-based delivery and reporting format.The partnership is based on delivering two areas of benchmarking:
- Operational Performance
- Engagement of Staff
- Human Capital cost Measurement
1. Operational Benchmarking
CCMA members have a range of choice in terms of participation. The operational performance programme is delivered as a series of themes, roughly once every 6 weeks. This programme is already in motion with members CCMA UK, and has kicked off with CCMA Ireland members earlier this year. All participation is done at zero cost to our member companies. Data can be isolated to Ireland by a filtering mechanism in the software used. Each participating company can complete as many or as few of the "slices" or themes as they wish. We are able to send tailored reports to each respondent, with recommendations and conclusions pertinent to each respondent by PDF.
CCR generates a customised report for each member company that completes the survey. Examples of benchmarks that are currently being rolled out are High Performance Customer Experience Benchmark, Quality Management, and First Call Resolution.
www.contactcentreresearch.com/fcr-self-assessment
2. Engagement
The second benchmarking offering is an employee engagement benchmark called Better Contact Centre Workplaces or BCCW for short.
The Engagement programme is an online survey based on staff interviews. Every respondent organisation taking part uses the same standard questionnaire. Team leaders or management are not invited to participate and results are anonymous, giving a true reflection of staff engagement in your centre.This normally costs €2400 per site. However 10 CCMA members were offered free entry for 2009. Participating companies include VHI, Sage, eircom, Meteor, Irish Life & Permanent, Friends First, O2 and AOL.
3. Human Capital Costs
Human Capital Costs are slightly different to other benchmarks. CCR already deliver a successful product www.contactcentrepay.com but this is optimised for sterling. Although we could use non-cash data from the UK (e.g. Attrition), we don’t believe we could make meaningful comparisons between the two countries. For this reason we are considering a national study in Ireland to produce a report specific to the island of Ireland.If this is something you would be interested in participating in please register your interest at info@ccma.ie.