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Top Call & Contact Center Outsourcing Vendors, Black Book Survey 2007 Results
Orbys Black Book, Dec 2007, Pages: 54
1. Executive Summary
1- Top 50 Call & Contact Center BPO Vendors, Final Rankings
2. Survey Results: COMPREHENSIVE END-TO-END CALL & CONTACT CENTERS
1 – Summary of Raw Scores and Means, Top Twenty Vendors
2 – In-depth Analysis of Vendors by Criteria
1 -Vendor Overall Preference /Vertical Industry Recommendations
2 - Innovation
3 - Training
4 - Client Relationships
5 - Trust
6 - Breadth of Offerings, Client Types, Delivery Excellence
7 - Deployment and Outsourcing Implementation
8 - Customizations
9 - Integration & Interfaces
10 - Scalability, Client Adaptability, Flexible Pricing
11 - Compensation and Employee Performance
12 – Reliability
13 - Brand Image and Marketing Communications
14 – Marginal Value Adds
15 – Reliability
16 - Data Security and Backup Services
17- Support and Customer Care
18 - Best of Breed Technology and Process Improvement
3. Survey Results: EMERGING MARKETS
1 – On Demand/Pay-As-You-Go
2 – Multilingual
3 – MultiChannel/Multiple Channel Access
4. Survey Results: INDUSTRY CALL CENTERS
1 – Retail & Catalog
2 – Healthcare & Pharmaceuticals
3 – Travel, Leisure & Hospitality
4 – Government & Politics
5 – Automotive
6 – Energy & Utilities
7 – Banking & Financial Services
8 – Insurance
9 – Technology
10- Telecommunications
11- Manufacturing
12-Transportation, Logistics, Supply Chain Management
13- Nonprofits & Charity
14 – Media, Publishing & Entertainment
15 - Education
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