2009 Top Banking, Financial Services and Credit Card Call and Contact Center Outsourcing Vendors, Black Book Survey 2009 Results
In 2009, the Black Book CCO user survey investigated over 400 contracts held by 1,300 of the top spending clients in the global banking, credit card and financial services industry.
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
Key finding: most important customer satisfaction KPIs
Customization, deployment, reliability and vertical expertise are the most important attributes influencing banking and financial services CCO client satisfaction with their 2009 outsourcing providers.
Key finding: vendor dissatisfaction is uncommon in the banking and financial 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.
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 an end-to-end banking, credit card and financial service oriented call center vendor produces the highest satisfaction rates
Single vendors offering comprehensive research services to corporate clients ranked highest in the overall survey by clients.
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
Key finding: most important customer satisfaction KPIs
Customization, deployment, reliability and vertical expertise are the most important attributes influencing banking and financial services CCO client satisfaction with their 2009 outsourcing providers.
Key finding: vendor dissatisfaction is uncommon in the banking and financial 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.
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 an end-to-end banking, credit card and financial service oriented call center vendor produces the highest satisfaction rates
Single vendors offering comprehensive research services to corporate clients ranked highest in the overall survey by clients.
INTRODUCTION
SUMMARY
BLACK BOOK METHODOLOGY
TOP 20 BANKING, FINANCIAL SERVICES AND CREDIT CARD CCO VENDORS
STOP LIGHT SCORING KEY
OVERALL KPI LEADERS
INDIVIDUAL KEY PERFORMANCE
APPENDIX
SUMMARY
BLACK BOOK METHODOLOGY
TOP 20 BANKING, FINANCIAL SERVICES AND CREDIT CARD CCO VENDORS
STOP LIGHT SCORING KEY
OVERALL KPI LEADERS
INDIVIDUAL KEY PERFORMANCE
APPENDIX
