This survey consists of 13 multi-segmented questions about trends in contact center outsourcing. 44 senior executives at financial services (FS) organizations based in North America, Europe and Australia/New Zealand were interviewed. Telephone-based research (not online): each in-depth interview lasted approximately 30-45 minutes local language-speaking researchers conducted the calls. The data presented in this slide pack was collected as part of a multi-sector study on contact center outsourcing procurement trends, published in September 2009.
