We recently partnered with the Contact Centre Institute of New Zealand (CCiNZ) to produce our second Benchmarking Report for senior leaders in the Contact Centre industry. This year, we listened to feedback and included more New Zealand-specific benchmarks and a number of key trends and challenges were uncovered (read more about them here).

It is important to know where you stand in the industry. By compiling data, financial results and other metrics, regular benchmarking can help to give you the comprehensive view you need to drive strategic decisions and initiatives. If you’re looking to understand the bigger picture, here are some of the reasons why benchmarking is important.

Pinpoint Strengths and Weaknesses

Effective benchmarking allows you to take a closer look at the processes of other businesses in your industry and identify key areas where you are stronger, and any areas where improvement is needed. Using benchmarks, you’ll be able to react faster and make adjustments to address any perceived weaknesses.

Identify Best Practice

If you can’t beat the competition, why not utilise their data for your own improvements? Without benchmarking, organisations would be forced to evaluate performance against their own data, history and ambitions. By providing a point of reference for what others are doing, benchmarking is a great way to work out who the top players in your industry are, and the reasons behind their success. Using the analysis of success stories and identifying best practice in your industry, not only will there be an opportunity to replicate their initiatives to suit your needs, but also identify areas where new ideas and innovation can take the business forward.

Inspire Creativity

It can be easy to get stuck in a “This is the way we’ve always done it” kind of attitude but benchmarking places the focus on change, often providing new and better ways of doing things. Have you ever looked at a peer or an industry expert who is getting phenomenal results, and wondered how they’ve done it? Often the fact that it’s a possibility can inspire new thinking.

Summary

Industry benchmarking for contact centres doesn’t have to be a complex journey, as we’ve done the hard work for you! There is no doubt that it is a great way to improve organisational processes and drive innovation, as well as provide some evidence to help you build a robust business case if you’re proposing changes. Regardless of your motivation, monitoring your own performance (and the performance of competitors or similar sized organisations) is increasingly important in a constantly changing environment. For further discussion on benchmarking, or if you’re looking for more insights into New Zealand Contact Centre industry, feel free to get in contact today to secure a copy of our benchmarking report.