Knowing your financial services CRM outsourcing client
This survey consists of 13 multi-segmented questions about trends in contact center outsourcing.
44 senior executives at financial services (FS) organizations based in North America, Europe and Australia/New Zealand were interviewed.
Telephone-based research (not online):
each in-depth interview lasted approximately 30–45 minutes
local language-speaking researchers conducted 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.
44 senior executives at financial services (FS) organizations based in North America, Europe and Australia/New Zealand were interviewed.
Telephone-based research (not online):
each in-depth interview lasted approximately 30–45 minutes
local language-speaking researchers conducted 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 FS RESPONDENTS
FS CRM BUDGETS ARE FALLING
BULK OF FS AGENT POSITIONS REMAIN IN-HOUSE
TRADITIONAL CONTACT CHANNELS DOMINATE FS INTERACTIONS
FS FIRMS FOCUS ON REVENUE GROWTH AND C-SAT
FS COST-CUTTING STRATEGIES ARE VARIED
LEAD-GENERATION AND COLLECTIONS ARE KEY FS ‘SWEET SPOTS’
FS CONTACT MANAGERS FAVOR LOCAL END-USER DELIVERY
STABILITY AND MULTI-SHORE OPTIONS ARE KEY TO FS CONTRACTS
RECRUITMENT AND COST CONTROL ARE MAJOR FS CRM BUGBEARS
FS FIRMS HAVE MIXED VIEWS ON OFFSHORING
POTENTIAL FOR HOME AGENTS AS AN FS CRM ALTERNATIVE
SPEECH SELF-SERVICE SUPPORT REMAINS CONSISTENT IN FS
STRATEGIC RECOMMENDATIONS
STRATEGIC RECOMMENDATIONS (CONTINUED)
RELATED OVUM RESEARCH
APPENDIX
SAMPLE DISTRIBUTION OF FS RESPONDENTS
FS CRM BUDGETS ARE FALLING
BULK OF FS AGENT POSITIONS REMAIN IN-HOUSE
TRADITIONAL CONTACT CHANNELS DOMINATE FS INTERACTIONS
FS FIRMS FOCUS ON REVENUE GROWTH AND C-SAT
FS COST-CUTTING STRATEGIES ARE VARIED
LEAD-GENERATION AND COLLECTIONS ARE KEY FS ‘SWEET SPOTS’
FS CONTACT MANAGERS FAVOR LOCAL END-USER DELIVERY
STABILITY AND MULTI-SHORE OPTIONS ARE KEY TO FS CONTRACTS
RECRUITMENT AND COST CONTROL ARE MAJOR FS CRM BUGBEARS
FS FIRMS HAVE MIXED VIEWS ON OFFSHORING
POTENTIAL FOR HOME AGENTS AS AN FS CRM ALTERNATIVE
SPEECH SELF-SERVICE SUPPORT REMAINS CONSISTENT IN FS
STRATEGIC RECOMMENDATIONS
STRATEGIC RECOMMENDATIONS (CONTINUED)
RELATED OVUM RESEARCH
APPENDIX
