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

• Benchmark - Ausgaben Call-Center Software pro Unternehmen, 43 Branchen und Durchschnitt
• IT-Ausgaben für Call-Center Software, gesamt plus 43 Branchen
• Kundenumsätze der größten Anbieter von Call-Center Software, Deutschland gesamt plus 43 Branchen
• Dialing In: Enhancing the Call Center Experience
• Music and Video Sales via Key Retail Formats in the Netherlands to 2013
• 2009 Business Trends: consumer preferences in contact center interactions
• 2009 Business Trends: multichannel strategies in the contact center
• Global Customer Relationship Management (CRM) in Contact Center Software Market 2008-2012
• Green technologies in the contact center come of age
• Profiting From Onshore Contact Center Outsourcing During the Recovery (Strategic Focus)
• Profiting From Onshore Contact Center Outsourcing During the Recovery (Strategic Focus)
• 2009 Top Banking, Financial Services and Credit Card 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
• 2009 Top Non-Profit, Foundations and Charitable 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)
• Contact Center Outsourcing in Argentina - An alternative for Spanish-speaking markets? (Analyst Brief)
• Contact Center Outsourcing in Argentina - An alternative for Spanish-speaking markets? (Analyst Brief)
• Decision Matrix: Selecting a Contact Center Analytics Vendor (Competitor Focus)