Welcome to the Benchmarking Group website
The Contact Centre Benchmarking Group was established in the summer of 2001 to enable local authorities and other public sector organisations who had or were planning to set up call or contact centres to compare performance and share best practice.
The Group’s membership is made up of call and contact centre managers and others directly involved in delivering public services through contact centres. The membership is nation-wide with active members from throughout England, Scotland and Wales.
The Group has two principal objectives;
- To benchmark contact centre performance statistics, on a quarterly basis, using an agreed range of performance indicators which will enable effective comparisons despite differences in services
- To meet quarterly to discuss benchmarking, best practice and any other issues of relevance to setting up and running contact centres in the public sector.
Benchmarking is based on a short quarterly questionnaire which aims to capture essential performance data in a simple format. These returns are assembled into spreadsheets which are then sent back out to those contact centres participating in that quarter’s benchmarking.
To ensure data confidentiality, the Group operates a strict rule that only participating organisations will have access to the spreadsheet.
Meetings are held every three months and work as a general forum for discussing best practice and common problems in running and managing contact centres, and for seeking and sharing information on a wide range of issues, recently including CRM systems, staffing structures and pay and ACD systems.
