Benchmarking information for doc groups that support large call centers

Subject: Benchmarking information for doc groups that support large call centers
From: "Pytlak, Michael" <PytlakMJ -at- cdm -dot- com>
To: "TECHWR-L" <techwr-l -at- lists -dot- techwr-l -dot- com>
Date: Sat, 9 Apr 2005 11:36:12 -0400


Hello all --

I am in search of benchmarking data for a documentation group that
supports a large call center. Specifically, I am searching for
information about:

-- The ratio of writers to customers served
-- The percentage of dollars invested in the documentation group as a
portion of the total budget
-- How companies handle documentation for compliance requirements

I know these are rather broad topics, but any information would be
helpful. New senior management is taking the group in a new direction
and need this information to take the first steps. Any suggestions on
resources?

Thank you in advance.

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