Knowing your CRM outsourcing client in Australia/New Zealand
This survey consists of 13 multi-segmented questions about trends in contact center outsourcing.
Ovum interviewed 22 senior executives at leading Australia/New Zealand (ANZ) enterprises.
Telephone-based research (not online):
each in-depth interview lasted approximately 30–45 minutes
local language-speaking researchers were used to conduct the calls.
The data presented in this slide pack was collected as part of a multi-sector study on contact center outsourcing procurement trends, published in September 2009.
Ovum interviewed 22 senior executives at leading Australia/New Zealand (ANZ) enterprises.
Telephone-based research (not online):
each in-depth interview lasted approximately 30–45 minutes
local language-speaking researchers were used to conduct the calls.
The data presented in this slide pack was collected as part of a multi-sector study on contact center outsourcing procurement trends, published in September 2009.
EXECUTIVE SUMMARY
SAMPLE DISTRIBUTION OF ANZ PARTICIPANTS
ANZ CRM BUDGETS SHOWING SIGNS OF LIFE
MIXED CHANNEL STRATEGIES IN ANZ CONTACT CENTERS
REVENUE GROWTH KEY GOAL FOR ANZ ENTERPRISES
VARIED ANZ COST REDUCTION STRATEGIES IN ANZ
ANZ FIRMS KEEN TO OUTSOURCE OUTBOUND FUNCTIONS
SIS LOCAL VENDORS FAVORED TO DELIVER ANZ OUTSOURCING
TOP 5 CRITERIA FOR ANZ OUTSOURCER CHOICE
AGENT-RELATED WORRIES ARE THE TOP ANZ CRM HEADACHE
OFFSHORE DELIVERY IS A LONG-TERM PROSPECT IN ANZ
HOME AGENT NOT SEEN AS ANZ OFFSHORE ALTERNATIVE
SELF-SERVICE NOT SEEN AS OFFSHORE ALTERNATIVE IN ANZ
STRATEGIC RECOMMENDATIONS
RELATED OVUM RESEARCH
APPENDIX
SAMPLE DISTRIBUTION OF ANZ PARTICIPANTS
ANZ CRM BUDGETS SHOWING SIGNS OF LIFE
MIXED CHANNEL STRATEGIES IN ANZ CONTACT CENTERS
REVENUE GROWTH KEY GOAL FOR ANZ ENTERPRISES
VARIED ANZ COST REDUCTION STRATEGIES IN ANZ
ANZ FIRMS KEEN TO OUTSOURCE OUTBOUND FUNCTIONS
SIS LOCAL VENDORS FAVORED TO DELIVER ANZ OUTSOURCING
TOP 5 CRITERIA FOR ANZ OUTSOURCER CHOICE
AGENT-RELATED WORRIES ARE THE TOP ANZ CRM HEADACHE
OFFSHORE DELIVERY IS A LONG-TERM PROSPECT IN ANZ
HOME AGENT NOT SEEN AS ANZ OFFSHORE ALTERNATIVE
SELF-SERVICE NOT SEEN AS OFFSHORE ALTERNATIVE IN ANZ
STRATEGIC RECOMMENDATIONS
RELATED OVUM RESEARCH
APPENDIX
