2009 Top Knowledge Process Outsourcing (KPO) Vendors, Black Book 2009 Survey Results

Date: August 22, 2009
Pages: 41
Price:
US$ 2,500.00
Publisher: The Black Book of Outsourcing
Report type: Strategic Report
Delivery: E-mail Delivery (PDF)
ID: 2F9FCB2CE58EN
Leaflet:

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2009 Top Knowledge Process Outsourcing (KPO) Vendors, Black Book 2009 Survey Results
In 2009, the Black Book KPO Industry user survey investigated over 380 contracts held by 1800 of the top spending law firms, investment banks, capital markets and conglomerate corporations globally.

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, Integration/Implementations and Vertical Expertise are the most important attributes influencing KPO client satisfaction with their 2009 outsourcing providers.

Key finding: Vendor Dissatisfaction is uncommon in the Knowledge Process Outsourcing Industry among Top Ranked Suppliers

Strong dissatisfaction is uncommon in this niche KPO sector, occurring in only 4.7% of Legal Industry client types, 5.5% in Investment Banking clients, and 6.0% Market Research clients globally.

UK & US clients are among the most satisfied with KPO services delivery. Strong dissatisfaction with offshore outsourcing vendors was less than 6.5% of all surveyed clients with 2009 projects.

Key finding: Comprehensive Services Vendor Arrangements from a Comprehensive/End-To-End KPO Vendor produces the Highest Satisfaction Rates

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

SUMMARY

METHODOLOGY

PREDICTED HIGH GROWTH KPO VERTICALS

TOP 20 KPO VENDORS

TOP 5 KPO VENDORS BY SERVICE SEGMENT

STOP LIGHT SCORING KEY

OVERVIEW OF KPI LEADERS

INDIVIDUAL KEY PERFORMANCE INDICATOR DETAIL

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