[email protected] +44 20 8123 2220 (UK) +1 732 587 5005 (US) Contact Us | FAQ |

2009 Top Credit Card Banking Business Process Outsourcing Vendors, Black Book Survey 2009 Results

October 2009 | 37 pages | ID: 2CB6F70B401EN
The Black Book of Outsourcing

US$ 2,500.00

E-mail Delivery (PDF)

Download PDF Leaflet

Wire Transfer
Checkout Later
Need Help? Ask a Question
In 2009, the Black Book credit card business process outsourcing (BPO) user survey investigated nearly 230 contracts held by 900 user managers in the credit card 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.

Each year, the Brown-Wilson group and Black Book Research undertake an annual survey into organizations' satisfaction with their outsourcing service providers. These research results are recognized as the most extensive and representative perception study of outsourcing vendors, validated by over 26,000 respondents from service users around the globe.

Over 700 functions and 40 sectors are investigated to determine the “best fit” vendors with multiple industry specifications.

Key findings

Key finding: most important customer satisfaction KPIs

Integration/interfaces, viability and reliability are the most important attributes influencing credit card BPO client satisfaction with their 2009 outsourcing providers.

Key finding: vendor dissatisfaction is uncommon in the credit card BPO industry among top ranked suppliers

Strong dissatisfaction is uncommon in this niche banking sector, occurring in less than 8.7% of diverse collective clientele. UK and US clients are among the most satisfied with credit card BPO service delivery, averaging 85.1% moderately to strongly satisfied with BPO deliverables. Strong dissatisfaction with offshore outsourcing vendors was less than 9.0% of all surveyed clients with 2009 relationships.

Key finding: comprehensive services vendor arrangements from a comprehensive/end-to-end credit card BPO vendor produces the highest satisfaction rates

Single vendors offering comprehensive research services to corporate clients ranked highest in the overall survey.
SUMMARY

Survey Overview
Key Findings

2009 CREDIT CARD BANKING BPO – TOP HONORS OVERALL

2009 CREDIT CARD BANKING BPO – TOP VENDOR BY FUNCTION

BLACK BOOK METHODOLOGY

How the data are collected
Understanding the statistical confidence of black book data
Who participates in the Black Book ranking process

2009 CREDIT CARD BANKING BPO VENDOR RANKINGS AND RESULTS

OVERVIEW

TOP 20 CREDIT CARD BANKING BPO VENDORS

STOP LIGHT SCORING KEY

Operational excellence of credit card banking BPO
Summary of criteria outcomes
Top score per individual criteria

INDIVIDUAL KEY PERFORMANCE

APPENDIX

Orbys consulting
Disclaimer


More Publications