Knowing your manufacturing/technology CRM outsourcing client
This survey consists of 13 multi-segmented questions about trends in contact center outsourcing.
30 senior executives at leading manufacturers 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 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.
30 senior executives at leading manufacturers 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 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 MANUFACTURING PARTICIPANTS
MANUFACTURING/TECHNOLOGY CRM BUDGETS TO FALL
LIMITED OUTSOURCED APS IN MANUFACTURING/TECHNOLOGY
TRADITIONAL CHANNELS KEY IN MANUFACTURING/TECHNOLOGY
REVENUE GROWTH CRUCIAL IN MANUFACTURING/TECHNOLOGY
LIMITED OFFSHORING POPULARITY AMONG MANUFACTURERS
HORIZONTAL OPPORTUNITIES ABOUND IN MANUFACTURING
LOCAL CONTACT CENTER DELIVERY CHOICE OF MANUFACTURERS
MANUFACTURERS FOCUSED ON COST AND QUALITY PARTNERSHIPS
HR AND SERVICE ISSUES KEY IN MANUFACTURING CRM
MANUFACTURERS MORE FAVORABLE TO OFFSHORING
HOME AGENTS FIND LIMITED TRACTION IN MANUFACTURING
MANUFACTURERS PREFER OFFSHORE TO SELF-SERVICE
STRATEGIC RECOMMENDATIONS
RELATED OVUM RESEARCH
APPENDIX
SAMPLE DISTRIBUTION OF MANUFACTURING PARTICIPANTS
MANUFACTURING/TECHNOLOGY CRM BUDGETS TO FALL
LIMITED OUTSOURCED APS IN MANUFACTURING/TECHNOLOGY
TRADITIONAL CHANNELS KEY IN MANUFACTURING/TECHNOLOGY
REVENUE GROWTH CRUCIAL IN MANUFACTURING/TECHNOLOGY
LIMITED OFFSHORING POPULARITY AMONG MANUFACTURERS
HORIZONTAL OPPORTUNITIES ABOUND IN MANUFACTURING
LOCAL CONTACT CENTER DELIVERY CHOICE OF MANUFACTURERS
MANUFACTURERS FOCUSED ON COST AND QUALITY PARTNERSHIPS
HR AND SERVICE ISSUES KEY IN MANUFACTURING CRM
MANUFACTURERS MORE FAVORABLE TO OFFSHORING
HOME AGENTS FIND LIMITED TRACTION IN MANUFACTURING
MANUFACTURERS PREFER OFFSHORE TO SELF-SERVICE
STRATEGIC RECOMMENDATIONS
RELATED OVUM RESEARCH
APPENDIX
