Knowing your retail CRM outsourcing client
This survey consists of 13 multi-segmented questions about trends in contact center outsourcing.
Ovum interviewed 26 senior executives at leading retailers in North America, Europe and Australia/New Zealand.
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.
Ovum interviewed 26 senior executives at leading retailers in North America, Europe and Australia/New Zealand.
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 RETAIL PARTICIPANTS
RETAIL CRM BUDGETS EXPECTED TO CLIMB THROUGH 2009
OUTSOURCED DEPLOYMENTS IN RETAIL ARE MINIMAL TO DATE
RETAIL CONTACT CHANNELS REFLECTIVE OF OVERALL ECONOMY
RETAILERS FAVOR BPO AS A COST REDUCTION STRATEGY
RETAILERS PREFER LOCALIZED CONTACT CENTER DELIVERY
PRICE/VERTICAL SAVVY KEY TO WINNING RETAIL BUSINESS
RETAILERS ARE MIXED IN PRICING MODEL PREFERENCES FOR SALES
RETAILER SERVICE PRICING PREFERENCES BASED ON FUNCTION
SERVICE AND MULTILINGUAL AGENTS’ TOP RETAIL PAIN POINTS
RETAILERS’ POSITIVE ATTITUDES TO OFFSHORING
HOME AGENTS NOT SEEN AS OFFSHORE SUBSTITUTE IN RETAIL
RETAILERS SHOW LIMITED INTEREST IN GROWING IVR
STRATEGIC RECOMMENDATIONS
RELATED OVUM RESEARCH
APPENDIX
SAMPLE DISTRIBUTION OF RETAIL PARTICIPANTS
RETAIL CRM BUDGETS EXPECTED TO CLIMB THROUGH 2009
OUTSOURCED DEPLOYMENTS IN RETAIL ARE MINIMAL TO DATE
RETAIL CONTACT CHANNELS REFLECTIVE OF OVERALL ECONOMY
RETAILERS FAVOR BPO AS A COST REDUCTION STRATEGY
RETAILERS PREFER LOCALIZED CONTACT CENTER DELIVERY
PRICE/VERTICAL SAVVY KEY TO WINNING RETAIL BUSINESS
RETAILERS ARE MIXED IN PRICING MODEL PREFERENCES FOR SALES
RETAILER SERVICE PRICING PREFERENCES BASED ON FUNCTION
SERVICE AND MULTILINGUAL AGENTS’ TOP RETAIL PAIN POINTS
RETAILERS’ POSITIVE ATTITUDES TO OFFSHORING
HOME AGENTS NOT SEEN AS OFFSHORE SUBSTITUTE IN RETAIL
RETAILERS SHOW LIMITED INTEREST IN GROWING IVR
STRATEGIC RECOMMENDATIONS
RELATED OVUM RESEARCH
APPENDIX
