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Business Trends 2011: Knowing Your Financial Services CRM Outsourcing Client
Ovum, Feb 2011, Pages: 23
Introduction
This survey consists of 13 multi-segmented questions about trends in contact center outsourcing. Ovum interviewed 28 senior executives at leading Financial Services firms. The research was conducted by telephone (not online), and each in-depth interview lasted approximately 30–45 minutes. Local language-speaking researchers were used to conduct the calls.
Features and benefits
- Gives insight into the mindsets of contact center executives at financial services firms, and their attitudes to a number of current industry issues.
- Understand what the key drivers are for finanical services companies in relation to using CRM outsourcing services.
- Gives insight into the mindsets contact center executives at FS firms, and their attitudes to a number of current industry issues.
- Understand what the key drivers are for FS companies in relation to using CRM outsourcing services.
Highlights
FS companies are looking for technology services to help them cut costs through systems simplification and process automation, but are less interested in fully blown business transformation projects than other vertical areas.
FS players valued price and agent language capabilities as the most important criteria in choosing an outsourcing partner.
Your key questions answered
- Do FS firms expect to increase CRM spend in 2011?
- What are the key goals for FS companies in 2011, and how do they think outsourcing can help them?
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