Benchmarking information for doc groups that support large call centers

["Pytlak, Michael" <PytlakMJ -at- cdm -dot- com>]

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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