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2009 Top Business Process Outsourcing Vendors, Black Book Survey 2009 Results
The Black Book of Outsourcing, Aug 2009, Pages: 36
HCL BPO compiled the highest rankings and client experience scores across three of the four major functional subdivisions of BPO services this year. US clients are among the most satisfied with cross-industry BPO services delivery averaging 95.5% with 2009 projects delivered from North American based suppliers (US, Canada and Mexico).
Scope of this research
- The 2009 client experience survey investigates a subset of over 3000 Business Process Outsourcing contracts held by 800 corporate buyers of BPO.
- 18 KPI's or criteria are specific to BPO buyers within all verticals and sectors, scored on each respective vendor and ranked per KPI.
Research and analysis highlights
- Innovation, customization and reliability are the most important attributes influencing Cross-Industry BPO client satisfaction with their 2009 outsourcing providers. All three KPIs were overwhelmingly praised by the clients of HCL BPO, which captured the overall honors across all verticals and horizontal functionalities this year.
- Strong dissatisfaction is uncommon among the largest and most comprehensive suppliers of BPO occurring in only 6.5% of financial and accounting clients and 8.8% of transactional services clients.
- Vendors offering comprehensive BPO and ITO Services ranked highest in the overall survey by all clients. Cross industry clients showed significant preference for vendors who are capable of offering more extensive service lines once satisfied with initial projects.
Key reasons to purchase this research
- Existing BPO clients can compare experiences with other users and prospective clients can use the data to aid the selection process
- 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
Results from 2009 Black Book Outsourcing survey. Innovation, Customization and Reliability are the most important attributes influencing Business Process Outsourcing client satisfaction with their outsourcing providers.
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