Studie - 2009 Top Multilingual/Bilingual Call and Contact Center Outsourcing Vendors, Black Book Survey 2009 Results

In 2009, the Black Book CCO industry user survey investigated over 170 contracts held by 455 of the top spending clients globally in the outsourcing market place.
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
Cultural fit, scalability, reliability and data security are the most important attributes influencing multilingual CCO client satisfaction with their 2009 outsourcing providers.
Key finding: vendor dissatisfaction is uncommon in the multilingual CCO industry among top ranked suppliers
UK and US clients are among the most satisfied with onshore services delivery. Strong dissatisfaction with offshore outsourcing vendors was less than 14.8% of all surveyed clients with 2009 multilingual call center initiatives. Most dissatisfaction is noted in cultural relations between client and vendor management.
Key finding: comprehensive services vendor arrangements from a comprehensive/end-to-end multilingual call center 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

PREDICTED HIGH GROWTH VERTICALS 13

TOP 20 MULTILINGUAL CCO VENDORS 14

STOP LIGHT SCORING KEY 17

OVERALL KPI LEADERS 22

INDIVIDUAL KEY PERFORMANCE 25

APPENDIX 44

• Global Customer Relationship Management (CRM) in Contact Center Software Market 2008-2012
• 2009 Business Trends: consumer preferences in contact center interactions
• 2009 Business Trends: multichannel strategies in the contact center
• Profiting From Onshore Contact Center Outsourcing During the Recovery (Strategic Focus)
• Green technologies in the contact center come of age
• 2009 Top Banking, Financial Services and Credit Card Call and Contact Center Outsourcing Vendors, Black Book Survey 2009 Results
• 2009 Top Non-Profit, Foundations and Charitable Call and Contact Center Outsourcing Vendors, Black Book Survey 2009 Results
• 2009 Top Internet Services, Media and Entertainment Call and Contact Center Outsourcing Vendors, Black Book Survey 2009 Results
• Outsourced Home Agents: Virtual Contact Center Hype Gets Reality Check (Strategic Focus)
• Understanding the TCO of SaaS CRM and KM in the contact centre
• Business Trends 2009 - Knowing Your Contact Center Outsourcing Customer (Customer Focus)
• Decision Matrix: Selecting a Contact Center Analytics Vendor (Competitor Focus)
• Contact Center Outsourcing in Argentina - An alternative for Spanish-speaking markets? (Analyst Brief)
• Routing 2.0: CEBP and BPR Beyond the Contact Center (Strategic Focus)
• Contact Center Outsourcing in Argentina - An alternative for Spanish-speaking markets? (Analyst Brief)
• Routing 2.0: CEBP and BPR Beyond the Contact Center (Strategic Focus)
• Market Share Insight: The Contact Center Universe 2008
• The Recession in Vertical Perspective: North American and European Contact Centers (Strategic Focus)
• Contact Centre Markets and Technologies Forecast in India to 2013
• Global delivery locations - Focus on Egypt (Analyst Insight)