The results contained in this report are largely consistent with the previous quarter. The results imply that performance in public sector contact centres is improving, and that the gap between these results and those of the private sector, is narrowing. However, the PMF results also show very wide ranges of performance within the group of respondents with high performing centres well above industry benchmarks and low performers well below. In the next phase of PMF work the key challenge will be to provide the information and tools required by contributors to use the performance data gathered to drive change.

 

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