Industry Market Report now open

Go into the draw to win the latest Apple iPad PLUS receive a FREE summary statistics report.

 WPPNZ strongly emphasises that high quality, in-depth benchmark data is an essential reference tool for achieving upper quartile performance in service industries.  Contact Centre managers that want to deliver for their organisation need reliable information from a spectrum of New Zealand’s contact centres.

The Fifth Quadrant Benchmark Survey reports available on WPPNZ’s website provide these in-depth references for you.  WPPNZ now encourages you to participate in this year’s survey process for the Contact Centre Industry Market Report. By contributing you are helping to ensure that robust information about our industry is available nationally, across all sectors and for all channels. Please make the time to assist with this, and you will benefit from the Summary Report provided in return.

Kind regards

Giles Potter, Director
Workforce Planning Professionals (NZ)

Survey closes: Friday, December 7th 2012

To Begin Survey, click or copy the following link into a browser:[VALUE]&Qual=[VALUE]

Don’t miss your chance to contribute to the next Contact Centre Industry Market Report. Now in its 16th year, this report is regarded as the primary reference for data, information and trends related to the inbound and outbound contact centre industry.

This unique industry report will be a key resource for Contact Centre Managers and Executives as well as HR, IT and Customer Service Professionals, Consultants and Suppliers working in the service sector. It is extremely important for the industry to have access to up-to-date reliable information and this is achievable only through the contribution of people such as you.

As a thank you for your time, you will be entered into a Prize Draw for your chance to win the latest Apple iPad (16GB with Wi-Fi valued at over $500). In addition you will receive a FREE DETAILED STATISTICS REPORT which contains over 95 tables of data from the Contact Centre Industry Market Report.

Please allow approximately 50 minutes to complete the survey. Please note there is a resume function, so if you cannot devote 50 minutes to the survey in one go or if you need to gather information on certain sections before completing it, you may click on the original link to the survey to resume from where you submitted the last question.

Contact Centre Industry Market Report – Key Measurement Areas
The Contact Centre Industry Market Report will provide detailed information to enable you to better manage your contact centre by comparing your Contact Centre Industry performance against the industry as a whole, and where possible the results will be compared to previous years in order to highlight any changes over time.

The report will include key information about the following:

  • Contact Centre Strategy
  • Customer Experience
  • Call Handling
  • Processes
  • IT
  • Human Resource Management
  • Budgets
  • Outsourcing
  • Business Continuity
  • Environmental Policies
  • KPIs and Reporting
  • Key Trends
  • Key Challenges
  • Vendor Market Share
  • Vendor Performance
  • Models of Best Practice

This survey is aimed only at Contact Centre Managers and Executives, though data may need to be sourced from team members or different departments. Please do not continue with the survey if you do not meet these criteria.

If you would prefer to make your contribution via telephone or post please contact William Dieu by email ( or phone (+61 2 99273344) ASAP to arrange for a suitable time to contact you.

If you have any technical issues or questions about the survey, please also contact William Dieu on the address above.