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BENCHMARKING AND DEFINITIONS WITHIN CONTACT CENTRES
FOREWORD
Since publishing Good Practice Guidelines for the Establishment of Contact Centres in February 2003 we have received a considerable amount of feedback from colleagues in the public and voluntary sectors involved in running or developing contact centres. Those who are new to the contact centre environment have told us that they find much of the language unfamiliar and confusing and that they would welcome some guidance in this area. Others have expressed an interest in the benchmarking options that are available to them and how to balance qualitative and quantitative measures to give a holistic picture of their performance.
This booklet attempts to address both of these issues. It provides definitions for 100 of the most commonly used words and phrases and their definitions and discusses what benchmarking is and the different aspects that make up a holistic benchmarking tool.
The modernised public sector that the Scottish Executive wants to see is one designed from the viewpoint of the customer - meeting people's needs in ways that are convenient for them. And that means all the citizens of Scotland, particularly those currently most excluded, who are often the most vulnerable members of our community, and the ones most in need of our services. Contact centres clearly have a role to play in realising this vision and we hope that this booklet will help to support the many contact centre initiatives that are being driven forward by the Scottish public and voluntary sectors.
The Scottish Executive
21st Century Government Unit
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