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Results Announced from 2009 Survey on Outsourced Hosted Contact Centers
July 09, 2010
The industry survey conducted by the Contact Center Outsourcing industry in the year 2009 investigated over 130 contracts held by 560 of the top spending clients globally in the outsourcing market place by Internet, media and entertainment organizations.
In this report, 63 hosted contact centers offering services specific to this industry qualified for side-by-side competitive analysis.
18 key performance indicators or criteria, in order to rank the organizations, are employed, scored on each respective vendor by client type and ranked on a 0-10 scale per KPI.
Key findings of the report are:
The most important attributes influencing internet services, media and entertainment CCO client satisfaction with their 2009 outsourcing providers are KPIs Customization, interfaces, customer relations, reliability and vertical expertise.
In the Internet services, media and entertainment vertical vendor dissatisfaction is uncommon. CCO industry is counted among top ranked suppliers. Strong dissatisfaction is uncommon in this niche business process outsourcing sector, occurring in only 6.3 percent of clients globally.
The clients of UK and U.S. are among the most satisfied with onshore services delivery. Strong dissatisfaction with offshore outsourcing vendors was expressed by less than 9.4 percent of all surveyed clients with 2009 vertical-specific call center initiatives.
Comprehensive services vendor arrangements from an end-to-end Internet services, media and entertainment oriented CCO vendor produces the highest satisfaction rates.
Single-vendors offering comprehensive research services to corporate clients ranked highest in the overall survey by clients.
Deepika Mala is a contributing editor for TMCnet. To read more of her articles, please visit her columnist page.
Edited by Juliana Kenny
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