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Research and Markets: Top Internet Services, Media and Entertainment Call and Contact Center Outsourcing Vendors, Black Book Survey 2009 Results
Dublin, Feb 09, 2010 (M2 PRESSWIRE via COMTEX) --
Research and Markets (http://www.researchandmarkets.com/research/649610/2009_top_internet) has announced the addition of the "2009 Top Internet Services, Media and Entertainment Call and Contact Center Outsourcing Vendors, Black Book Survey 2009 Results" report to their offering.
Results from 2009 Black Book Survey. Customization, interfaces, customer relations, reliability and vertical expertise are the most important attributes influencing PEO client satisfaction with their outsourcing providers.
In 2009, the Black Book CCO industry user survey investigated over 130 contracts held by 560 of the top spending clients globally in the outsourcing market place by internet, media and entertainment organizations. 63 CCOs offering services specific to this industry qualified for side-by-side competitive analysis in this report. 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 0-10 scale per KPI.
Key findings from the survey:
Key finding: Most important customer satisfaction KPIs
-- Customization, interfaces, customer relations, reliability and vertical expertise are the most important attributes influencing internet services, media and entertainment CCO client satisfaction with their 2009 outsourcing providers.
Key finding: Vendor dissatisfaction is uncommon in the internet services, media and entertainment vertical CCO industry among top ranked suppliers
-- Strong dissatisfaction is uncommon in this niche business process outsourcing (BPO) sector, occurring in only 6.3% of clients globally. UK and US clients are among the most satisfied with onshore services delivery. Strong dissatisfaction with offshore outsourcing vendors was expressed by less than 9.4% of all surveyed clients with 2009 vertical-specific call center initiatives.
Key finding: Comprehensive services vendor arrangements from an end-to-end internet services, media and entertainment oriented CCO vendor produces the highest satisfaction rates
-- Single-vendors offering comprehensive research services to corporate clients ranked highest in the overall survey by clients.
Companies Mentioned:
- Stream
- APAC
- Sitel, Power Drive
- Dial America
- Accenture
- Hinduja/Affina
- Charlton
- OKS Ameridial
- Aegis/Peoplesupport
- Teletech
- ACS, Sutherland
- American Customercare
- PRC
- IBM Global
- Quattro BPO
- MPC Call Centers
- Wipro
- Infosys BPO
For more information visit
http://www.researchandmarkets.com/research/649610/2009_top_internet
CONTACT: Laura Wood, Senior Manager, Research and Markets
Fax: +1 646 607 1907 (US)
Fax: +353 1 481 1716 (Rest of World)
e-mail: press@researchandmarkets.com
((M2 Communications disclaims all liability for information provided within M2 PressWIRE. Data supplied by named party/parties. Further information on M2 PressWIRE can be obtained at http://www.presswire.net on the world wide web. Inquiries to info@m2.com.
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