Enterprise Priorities in Europe

Contact Center Outsourcing

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Regular Price: USD 12,500

Special Price USD 11,250

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The main objective of this research service was to investigate the current use and future adaptation of cloud contact center solutions in European contact centers. One-third of the respondents outsource some customer care activities. The United Kingdom has the highest proportion of companies that outsource, while Benelux has the least. Outsourcing adoption is the highest in financial services, but healthcare is expecting the highest growth rates in the next 2 years. Email, social media, Web self-service, chat, and interactive voice response are growing channels for contact center outsourcing, while LiveAgent voice is expected to be a declining channel. On the whole, more companies are expected to outsource more customer contact channels.

Table of Contents

Research Background, Objectives, and MethodologyResearch Background and ObjectivesMethodologyMethodology (continued)Overall Firmagraphic DetailsExecutive SummaryExecutive SummaryCustomer Care Functions OutsourcedCustomer Care Outsourcing AdoptionCustomer Care Functions Currently Outsourced and Planned to be OutsourcedCurrently Outsourced Customer Care Functions by CountryCurrently Outsourced Customer Care Functions by Contact Center SizeCurrently Outsourced Customer Care Functions by IndustryCustomer Care Functions Planned to be Outsourced by CountryCustomer Care Functions Planned to be Outsourced by Contact Center SizeCustomer Care Functions Planned to be Outsourced by IndustryOutsourcing Customer Contact ChannelsContact Channels/Interactions Currently Handled and Planned to be Handled by OutsourcersContact Channels/Interactions Currently Handled by Outsourcers by CountryContact Channels/Interactions Currently Handled by Outsourcers by Contact Center SizeContact Channels/Interactions Currently Handled by Outsourcers by IndustryContact Channels/Interactions Planned to be Handled by Outsourcers by CountryContact Channels/Interactions Planned to be Handled by Outsourcers by Contact Center SizeContact Channels/Interactions Planned to be Handled by Outsourcers by IndustryPriority of Consistent and Seamless Customer Experiences Current and Future Priority to Deliver Consistent and Seamless Customer ExperiencesCurrent Level of Priority to Deliver Consistent and Seamless Customer ExperienceExpected Level of Priority to Deliver Consistent and Seamless Customer ExperienceOutsourced Contact Center Seats/AgentsCurrent and Future Proportions of Outsourced Contact Center Seats/AgentsCurrent and Future Proportions of Outsourced Contact Center Seats/Agents (continued)Outsourcing LocationsLocations of Current and Expected OutsourcingLocations of Currently Outsourced Contact Centers by CountryLocations of Currently Outsourced Contact Centers by Contact Center SizeLocations of Currently Outsourced Contact Centers by IndustryLocations of Contact Centers Planned to be Outsourced by CountryLocations of Contact Centers Planned to be Outsourced by Contact Center SizeLocations of Contact Centers Planned to be Outsourced by IndustryNumber of Outsourcers UsedAverage Number of Outsourcers Currently Used and Planned to be UsedImportant Factors in Outsourcer SelectionCurrent and Future Factors in Outsourcer SelectionImportant Factors in Current Outsourcer Selection by CountryImportant Factors in Current Outsourcer Selection by Country (continued)Important Factors in Current Outsourcer Selection by Contact Center SizeImportant Factors in Current Outsourcer Selection by IndustryImportant Factors in Future Outsourcer Selection by CountryImportant Factors in Future Outsourcer Selection by Country (continued)Important Factors in by Contact Center SizeImportant Factors in Future Outsourcer Selection by IndustryRestraints to Using OutsourcersRestraints to Using Outsourcers by Country Restraints to Using Outsourcers by Contact Center Size Restraints to Using Outsourcers by Industry Legal DisclaimerAppendixBusiness FunctionsLanguages SupportedThe Frost & Sullivan StoryThe Frost & Sullivan StoryValue Proposition: Future of Your Company & CareerGlobal PerspectiveIndustry Convergence360º Research PerspectiveImplementation ExcellenceOur Blue Ocean Strategy




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