Studie - 2009 Top Non-Profit, Foundations and Charitable Call and Contact Center Outsourcing Vendors, Black Book Survey 2009 Results

In 2009, the Black Book CCO industry user survey investigated over 100 contracts held by 405 of the top non-profit, charitable organizations and related agency spending clients globally in the outsourcing market place. There were 48 CCOs offering specific non-profit/charitable services that 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, deployment, reliability and vertical expertise are the most important attributes influencing non-profit and charitable industry CCO client satisfaction with their 2009 outsourcing providers.
Key finding: vendor dissatisfaction is uncommon in the non-profit and charitable vertical CCO industry among top ranked suppliers
Strong dissatisfaction is uncommon in this niche business process outsourcing (BPO) sector, occurring in only 5.5% of clients globally. The retention rate is among the call center industry’s highest, at 84.9% annually.
UK and US clients are among the most satisfied with onshore services delivery. Strong dissatisfaction with offshore outsourcing vendors was expressed by less than 10.5% of all surveyed clients with 2009 vertical-specific call center initiatives.
Key finding: comprehensive services vendor arrangements from a comprehensive/end-to-end non-profit and charitable vertically directed 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 8

BLACK BOOK METHODOLOGY 10

TOP 20 NON-PROFIT, FOUNDATION AND CHARITABLE CCO VENDORS 12

STOP LIGHT SCORING KEY 15

OVERALL KPI LEADERS 20

INDIVIDUAL KEY PERFORMANCE 23

APPENDIX 42

• 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
• Profiting From Onshore Contact Center Outsourcing During the Recovery (Strategic Focus)
• 2009 Top Multilingual/Bilingual Call and Contact Center Outsourcing Vendors, Black Book Survey 2009 Results
• 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
• 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