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

October 2009 | 42 pages | ID: 23E47AED1C6EN
The Black Book of Outsourcing

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In 2009, the Black Book investment management outsourced services industry user survey investigated over 155 contracts held by 380 user managers. 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 scale of 0–10 per KPI.

Each year, 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 “best fit” vendors with multiple industry specifications.

Key findings

Key finding: most important customer satisfaction KPIs

Best of breed technology, integrations/interfaces and deployment are the most important attributes influencing outsourced mortgage banking services client satisfaction with their 2009 outsourcing providers. A third (33%) of users selected best of breed technology the most important of 18 key performance indicators. Deployment was the second most crucial to support operations, as indicated by 12% of all users.

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

Strong dissatisfaction has grown more common in this niche sector, occurring in less than 24.7% of diverse collective clientele from 30% in 2008. UK and US clients are among the most satisfied with mortgage default management delivery. Offshore (Philippines and India, particularly in order) outsourcing vendors with voice/contact center services were named by 84% as the most unsatisfactory BPO outcomes by surveyed clients with 2009 relationships.

Key finding: comprehensive services vendor arrangements from a comprehensive/end-to-end mortgage banking services BPO vendor produce the highest satisfaction rates

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

Survey overview
Key findings
Mortgage banking industry business process outsourcing – top honors overall 2009
Outsourced mortgage banking industry business process outsourcing – top vendor by function 2009


How the data are collected
Understanding the statistical confidence of black book data
Who participates in the Black Book ranking process
Outsourced mortgage banking BPO vendor rankings and results 2009


Mortgage servicing
Mortgage origination services
Default management
Foreclosure (judicial, non-judicial)
Securization and support
The next generation of business process outsourcing




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



Orbys consulting

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