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Top Call & Contact Center Outsourcing Vendors, Black Book Survey 2007 Results
Brown-Wilson Group, Dec 2007, Pages: 54
Black Book surveyed 2766 senior executives and managerial level professionals, all clients of call & contact centers globally, to benchmark enterprise contact outsourcing and plans, and rank the top twenty vendors, collectively and by functional and sectors, of 2007. All rankings are derived from validated client-scored ballots.
Full Service Call & Contact Center Outsourcing (CCO) Rankings and Results Includes:
I. Overall Rankings
Full Service Call Centers (All Industries & Sectors)
II. Emerging Sectors
Multilingual Centers,Multi-Channel Centers, and On Demand/Pay-As-You-Go BPO
III. Industry Verticals
Retail, Healthcare & Pharmaceutical, Travel/Leisure/Hospitality, Government/Politics/Public Sector, Automotive, Energy & Utilities, Banking, Financial Services, Insurance, High Technology, Telecommunications, Manufacturing, Transportation/Logistics/Supply Chain, Not-for-Profits/Charity, Media/Entertainment/Publishing, and Education
Over 550 Call and Contact Centers globally were included in the Black Book client survey process from 32 countries.
Part One: Comprehensive End-to-End Call Centers:
THE TOP SURVEY-QUALIFIED CALL & CONTACT CENTER OUTSOURCING VENDORS, 2007 [in Alphabetical Order]: 24/7 Customer, Accenture, Accretive Commerce, ACS, Aegis Communications, American Customer Care, APAC Group, Atento, Blue Ocean, BT Global, Buzz Contact Centers, Convergys, Cross Country, Customer Link, EDS , Epicenter, Epixtar, eTelecare, GS Services, HCL BPO, HindujaTMT/Affina, IBM Daksh, ICT Group, IDT Global Solutions, Influent, InfoCision, Infosys Progeon, Intelenet, Intellicare, L&S Teleservices, LogicaCMG, LVM Solutions, NCO Group , NuComm, OKS Ameridial, PeopleSupport, PRC Global, Sento, SITEL, StarTek, Stream, Sutherland, Sykes, TCIM, Teleperformance, TeleTech, Telvista, Transcom Worldwide, Unicor, vCustomer, West, Wipro, WNS, Xceed and Zenta.
Part Two: EMERGING SECTORS
The demands placed upon today’s call center are growing. Call centers must deliver the best quality service while being responsible for a growing number of channels and applications. Additionally, agents are not only expected to handle service inquiries, but also to cross sell additional products in support of the industry trend to push products through all channels rather than constrict them to silos.
Call center vendors must adapt to new contact center technology realities. The explosion of new contact channels, in addition to the steady growth of voice telephony globally, will require outsourcers to make targeted investments in order to interact effectively with an already sophisticated consumer set.
Vendors will need to examine the expanding sectors of the Call/Contact Center Industry including multi-channel tools such as Web-chat, SMS and email should they wish to remain at the vanguard of customer care.
One of the fastest growing sectors, “Pay-As-You-Go” call center services, requires vendor flexibility, customization and agility to meet the fluctuations in client needs.
Part Three: Top Call Centers by Specific Industries
The existence of vertical shifts challenges outsourcing call/contact center providers. The 2007 Black Book survey results revealed that Contact center outsourcing vendors are struggling to adapt industry-specific solutions to both new and established clients. This is due to the changing nature of specific sectors, in addition to a rise in client sophistication, which is fuelling new contact channel solutions.
The relevance of the offshore model across industries and how it is not necessarily a one-size-fits all solution is also challenging the niche players beyond their traditional capabilities. Many companies are finding that offshoring contact center services is not a generic solution.
It is now being understood that offshoring is one of many business models that may or may not suit individual firms. Despite that one company may decide to return its call center work to domestic shores, there are many that are pleased with their offshore deployments and are expanding them. Given the fluid nature of the current business environment, it is likely that investors would try a number of customer care models in order to find the one that suits them best.
There are dozens of call center outsourcing companies available, as a business seeking solutions; it is your job to contract with one of them that can deliver results you are looking for. While many businesses are always looking for rock bottom services, sometimes when it comes to lower bids or the most affordable services, you may be cutting costs too much for a service to provide you with resources that are well trained or technical equipment and support that fit the needs of real world business issues.
The Black Book of Outsourcing research service titled TOP CALL/CONTACT CENTER OUTSOURCING VENDORS 2007 provides an in-depth competitive analysis of the highest 20 ranked contact services suppliers globally. The study examines the customer responses and satisfaction scores on eighteen specific criteria within the Call Center BPO market space and details each positioned vendor in several major functional areas. An analysis of key competitors provides the reader with in-depth market information.
Key Benefits: Determine how your current vendor is performing in other vendor engagements, and inspect the performance of contract call centers pre-RFP, as benchmarking outcomes, setting SLAs, and/or pre-contract renegotiation.
How the Data Is Collected: Black Book utilizes a three-step process to collect candid performance data. First, Black Book collects a series of direct evaluations covering 26 performance areas on leadership and senior management, which comprise the scored ranking of the “Black Book 50 Best Managed Vendors”.
Second, Black Book collects ballot results on 18 performance areas of operational excellence to rank vendors by outsourced service lines. Then, the gathered data is subjected immediately to an internal and external audit to verify completeness and accuracy, and to make sure the respondent is valid while ensuring the anonymity of the client company is maintained. During the audit, each data set is reviewed by an executive and at least two other people. In this way, our clients are able to clearly see how a vendor is truly performing. The 18 criteria on operational excellence are subdivided by the client's industry, market size, geography and function outsourced and reported accordingly.
Third, situational studies are conducted on areas of high interest such as Green Outsourcers, Educational Providers in Outsourcing, Outsourcing Advisors, and Outsourcing Legal Firms. These specific survey areas range from four to twenty questions or criteria each.
The Top Twenty Call & Contact Center Outsourcing Vendors is just one of over two hundred outsourcing vendor comparative outcome reports updated annually.
Understanding the Statistical Confidence of Black Book Data
Statistical confidence for each performance rating is based upon the number of organizations scoring the outsourcing service. Black Book identifies data confidence by one of several means. Raw numbers include the quantity of completed surveys and the number of unique organizations contributing the data for the survey pool of interest.
Who Participates in the Black Book Ranking Process
Over 120,000 individuals are invited to participate annually (including C officers of the Fortune 2000, Inc 500, institutional members and officers of various professional organizations, subscribers of our media partners and previously validated survey participants). Non-invitation receiving participants must complete a verifiable profile, utilize valid corporate email address and are then included as well. Over 22,000 users were validated in the 2007 ranking process. The Black Book survey web instrument is open to respondents and new participants each year in late Q2 at http://TheBlackBookOfOutsourcing.com
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