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2009 Top Credit Card Banking Business Process Outsourcing Vendors, Black Book Survey 2009 Results
The Black Book of Outsourcing, Oct 2009, Pages: 37
Many credit card issuers are confidently choosing to outsource the business processes in the back office as a way to reduce expense, gain access to updated technologies, reduce risk and improve their flexibility in the post-recession economy more than ever.
Scope of this research
- The Black Book credit card BPO user survey investigated nearly 230 contracts held by 900 user managers in the credit card industry.
- 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.
Research and analysis highlights
- Integration/interfaces, viability and reliability are the most important attributes influencing credit card BPO client satisfaction with their 2009 outsourcing providers.
- Strong dissatisfaction is uncommon in this niche banking sector, occurring in less than 8.7% of diverse collective clientele. UK and US clients are among the most satisfied with credit card BPO service delivery, averaging 85.1% moderately to strongly satisfied with BPO deliverables.
- Single vendors offering comprehensive research services to corporate clients ranked highest in the overall survey.
Key reasons to purchase this research
- Existing credit card BPO clients can compare experiences with other users and prospective clients can use the data to aid the selection process.
- Credit card BPO providers use the data to analyse their own strengths and weaknesses to help inform and plan their own go to market strategies.
- Investors, venture capital firms, analysts and bankers use the survey outcomes to support financing decisions in this growing market.
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