Click on the images below to see more information on the Best Practice Guides including the ability to download your own copy.

2012 Benchmark Research


Entitled Planning for Peak Performance, this is our most ambitious research programme ever and the first phase already represents 441 completed responses and over 260 organisations. The aim is to offer a 360 degree view of what drives successful performance improvement, members’ priorities for 2012 and the role of key IT systems and the support teams in enabling change.   

Different job roles were asked different questions and, in the next phases of the research, we ask for your help in inviting operational colleagues to take part so that we can offer a genuinely 360 degree view of the factors driving successful support teams in customer contact operations.

Meanwhile, click here to see a summary of the phase 1 (interim) results which were published in the 2012 Best Practice Guide on 23rd April.  

Facts and Figures

  • Registered respondents 700+
  • Completed responses 441
  • Directors/Heads 64
  • Planning/MI Managers 118
  • Planners/Analysts 102


  • Organisations 260+
  • Sites 725*
  • Agent FTE 150,000*

*estimated from responses


Thanks to Business Systems and Call Centre Associates for supporting this year’s survey.

Congratulations to the winners of the draw for all respondents to the survey. The Winners were:
iPad 2 - Clare McMillan, Tesco Bank
1 day conference place - Geoff Greensmith, HMRC, Andrew Hall, RSA and Craig Greenwood, AxaPPP

Take a look at these articles, videos and links
Benchmark Research


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