Dimension Data released its tenth annual Global Contact Centre benchmarking report at the end of March. Polling 403 contact centres worldwide, the report aims to provide an overview of trends and performance data in the global contact centre market. This year's respondents came from 42 countries, with 19 percent from Africa.

This year's report reveals some startling results, says Siva Pather, solutions analyst at Dimension Data Customer Interactive Solutions. Firstly, while customer satisfaction is today ranked very highly among all centres as part of development strategies (87 percent), 30 percent of centres say that having a single view of the customer is not applicable. Furthermore, only 24.3 percent of call centres consider improving customer service to be a top strategic driver.

Unhappy customers