|
|
 |
|
Viewing report
|
|
|
|
2009 Top Non-Profit, Foundations and Charitable Call and Contact Center Outsourcing Vendors, Black Book Survey 2009 Results
The Black Book of Outsourcing, Nov 2009, Pages: 42
Results from 2009 Black Book Survey. Customization, deployment, reliability and vertical expertise are the most important attributes influencing PEO client satisfaction with their outsourcing providers.
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 from the survey:
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.
Customers who bought this item also bought
2009 Top Education ITO Vendors, Black Book Survey 2009 Results
2009 Top US Federal Government Information Technology Outsourcing Vendors, Black Book Survey 2009 Results
2009 Top State and Local Government ITO Vendors, Black Book Survey 2009 Results
U.S. Government Vertical Communication Service and Solution Markets
Library Use of eBooks, 2012 Edition
China IT Education and Training Industry Survey Report, 2010
China IT Education and Training Industry Survey Report, 2010
The Survey of Medical School Faculty: Level of Satisfaction with the Medical Library
The Survey of Academic Library Cataloging Practices 2011-12 Edition
Public Library Computer Technology Benchmarks
|
|
|
|
