Relevant, Timely Market Information
BearingPoint, Management and Technology Consultants, research capabilities are founded on its acquisition of Vivaz – Research in 2010. Our current research speciality provides you with market intelligence and best practice information on customer experience and contact centre industry trends and challenges. Our mantra is to deliver credible and reliable information to better enable managers and staff to provide an optimum customer experience.
The integration of this research methodology into BearingPoint offers us exciting opportunities to expand research in other domains to provide you with relevant, timely market information.
The Australian Contact Centre Survey - ACCS
Our flagship research product is the Australian Contact Centre Survey (ACCS), recognised as Australia’s most definitive and respected contact centre resource. We run three products under the ACCS umbrella brand -
- ACCS Quarterly Snapshots
- ACCS Strategy Series
- ACCS Annual Report.
For the latest benchmarking results visit our Download section for more information.
The Annual Australian Contact Centre Survey (ACCS) retains its market positioning as the leading source of industry best practice information.
The ACCS Quarterly Snapshots provide a one page indicator of industry performance using the balanced scorecard methodology.
The ACCS Strategy Series comprises ad hoc reports, which are released separately throughout the year. Each focuses on a current strategic issue crucial to a contact centre’s operation. Previous ACCS Strategy Series reports have included Customer Service Strategy, Human Resource Strategy and People versus Automation.
The Network Benchmarking Program is an annual study for customer service managers in local government. It is produced on behalf of the National Local Government Customer Service Network Association.
The Balanced Scorecard Metrics
Our research measures a contact centre's performance across four key strategic business areas - People, Process, Financial and Customer. Within each area lies a set of business metrics, from recruitment and training, to customer satisfaction, cost per transaction, handle times, and calls per FTE. The benefits of measuring these metrics for a contact centre are examined in this section.
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