Contact Centre Canada (CCC) is pleased to announce that the National Benchmarking Tool development is underway. Contact Centre Canada, funded by the Government of Canada’s Sector Council Program, is dedicated to identifying and developing industry-driven solutions addressing human resource challenges in the Canadian contact centre industry. The need for a Canadian national benchmarking tool was conceived through consultation with industry stakeholders.
This project will address one of the most critical issues facing the sector – the lack of Canadian benchmark data, Canadian best practices and Canadian key performance indicators for centres of all sizes across all industry vertical.
The primary objective of the project is to develop a benchmarking tool(s), fully integrated within Contact Centre Canada’s website, that will enable CCC to collect and share key performance indicators deemed most valuable to its’ membership in a dynamic and timely manner.
The project development team is tasked with gaining a clear understanding of what benchmarking tool or tools are required and what data is most critical to success. More precisely, the project will determine what type of tool will provide the data required to help organizations of all sizes understand the current performance state of their organization, how they compare to average and/or world class levels, and how performance could be improved. The overarching aim of the tool development is to facilitate such processes through a national online system, with complete flexibility of redesigning benchmark parameters, benchmark standards and integration with work flow with user management.
The initial stages of the project will focus on identifying the HR and operational benchmarking needs and capabilities of organizations within Canada that employ or supply contact centre services. A unique complexity of the project will be to understand and manage the needs of participants who differ across a variety of dimensions (i.e. size, industry served, geography, purpose, etc). This insight gained from the market research and consultations will provide the foundation for developing a flexible, evolving benchmarking tool for CCC.
The later stages of the project will focus on building, testing, and deploying the tool. It is Contact Centre Canada’s intent to provide, through its website, the capacity to maximize potential adoption by organizations in the sector.
The project will directly support the success of small and medium sized contact centres in their effort to keep their businesses Canadian. The CCC Benchmarking tool will be the first in its class in reaching the intended stakeholders with the clear, focussed objective of sharing the wealth of information that our industry produces.