January 2003

The Purdue benchmark research has been conducted since 1995. Purdue currently holds data for more than 5,400 call centers. To learn about how to participate in some of Purdue University's new benchmark research, please visit www.BenchmarkPortal.com.

Q: Do you know current figures on outsourced customer service in the U.S. (percentage of companies that outsource)? My last figure is 25 percent (Fortune 1000) in 1997. In your estimation, is the outsourcing trend continuing? Thank you very much for any assistance.
- Cindy Adams

A: From our research of over 25,000 call centers, including the Fortune 1000, companies outsource only approximately 8 percent of their calls. The teleservices industry continues to grow at about 11 percent per year; however, it is a very crowded industry with many small players. I would anticipate a consolidation in the next twelve months.

Bar Chart Question: In your most recent experience in calling for customer service assistance, how did the telephone agent do in satisfying your needs and handling your call?

Finding: The chart shows responses to whether the caller felt the manner in which the representative handled the call exceeded, met or failed to meet expectations. Respondents who indicated their expectations were 'met' or 'exceeded' were asked the next question in the survey. Those whose experience 'failed to meet' expectations skipped the next question.

As the graphic shows, a significantly smaller percentage of peoples' expectations were 'exceeded' than 'met.'

Top Pie Chart Question: Based on this positive experience, will you choose this company over its competitors in the future?

Finding: Pie chart shows the results of only those respondents who said that their call handling experience either 'met' or 'exceeded' their expectations. As you can see, most said they would use the company again in the future.

Lower Pie Chart Question: Based on this negative experience, will you stop using this company in preference to its competitors in the future?

Finding: Pie chart shows the results for only those respondents who indicated that the call handling had 'not met their expectations.' As you can see, the majority of participants would move to a competitor after their bad experience with the call center.

Dr. Jon Anton (also known as 'Dr. Jon') is the Director of Benchmark Research at Purdue University Center for Customer-Driven Quality. Have a question? E-mail him at [email protected].