Noch keine Produkte im Warenkorb.

Bestell- und Beratungshotline

Tel.: +49 (0)221 168 262 42
E-Mail: service[at]marktforschung.de

Sie haben regelmäßigen Bedarf an Marktforschungsdaten?

Wir unterstützen Sie und machen Ihre Beschaffung effizienter.
Erfahren Sie mehr...

Tools

Kundenbereich / Login

Werbung:

Studie - 2009 Top Internet Services, Media and Entertainment Call and Contact Center Outsourcing Vendors, Black Book Survey 2009 Results

Orbys Black Book

Orbys Black Book, 11/2009

43 Seiten

Typ: Studie
Sprache: English
Regionen: Europa, Asien / Pazifik, Mittlerer Osten / Afrika, Nordamerika / USA, Australien, Mittel- / Südamerika
alle Länder anzeigen
Verfügbarkeit: verfügbar

Bitte wählen Sie ein Lieferformat und klicken Sie unten auf einen Bestellbutton:

1.750,00 €*
( 2.500,00 $)
 PDF-Datei per E-Mail, Single User License , versandkostenfrei
4.375,00 €*
( 6.250,00 $)
 PDF-Datei per E-Mail, Enterprise License , versandkostenfrei
Studie auf dem Merkzettel speichern

*Alle Preise sind netto ausgewiesen. In Abhängigkeit von Ihrer Rechnungsanschrift ist hierauf noch USt. zu entrichten (Deutschland z.Z. 19%). Der korrekte Gesamtendpreis wird Ihnen nach Angabe Ihrer Rechnungsadresse im weiteren Bestellablauf ausgewiesen.

In 2009, the Black Book CCO industry user survey investigated over 130 contracts held by 560 of the top spending clients globally in the outsourcing market place by internet, media and entertainment organizations. 63 CCOs offering services specific to this industry qualified for side-by-side competitive analysis in this report.
In order to rank the organizations, 18 key performance indicators (KPIs) or criteria are employed, scored on each respective vendor by client type and ranked on a 0—10 scale per KPI.
Key findings
Key finding: most important customer satisfaction KPIs
Customization, interfaces, customer relations, reliability and vertical expertise are the most important attributes influencing internet services, media and entertainment CCO client satisfaction with their 2009 outsourcing providers.
Key finding: vendor dissatisfaction is uncommon in the internet services, media and entertainment vertical CCO industry among top ranked suppliers
Strong dissatisfaction is uncommon in this niche business process outsourcing (BPO) sector, occurring in only 6.3% of clients globally.
UK and US clients are among the most satisfied with onshore services delivery. Strong dissatisfaction with offshore outsourcing vendors was expressed by less than 9.4% of all surveyed clients with 2009 vertical-specific call center initiatives.
Key finding: 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.

INTRODUCTION 6

SUMMARY 9

BLACK BOOK METHODOLOGY 11

TOP 20 INTERNET SERVICES, MEDIA AND ENTERTAINMENT CCO VENDORS 13

STOP LIGHT SCORING KEY 16

OVERALL KPI LEADERS 21

INDIVIDUAL KEY PERFORMANCE 24

APPENDIX 43

Für Sie protokolliert: