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Enterprise Priorities in Europe
Contact Center Outsourcing
23-Jun-2014
Europe
Customer Research
M993-01-00-00-00
IT00636-EU-CR_01775
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.
Research Background and Objectives
Methodology
Methodology (continued)
Overall Firmagraphic Details
Executive Summary
Customer Care Outsourcing Adoption
Customer Care Functions Currently Outsourced and Planned to be Outsourced
Currently Outsourced Customer Care Functions by Country
Currently Outsourced Customer Care Functions by Contact Center Size
Currently Outsourced Customer Care Functions by Industry
Customer Care Functions Planned to be Outsourced by Country
Customer Care Functions Planned to be Outsourced by Contact Center Size
Customer Care Functions Planned to be Outsourced by Industry
Contact Channels/Interactions Currently Handled and Planned to be Handled by Outsourcers
Contact Channels/Interactions Currently Handled by Outsourcers by Country
Contact Channels/Interactions Currently Handled by Outsourcers by Contact Center Size
Contact Channels/Interactions Currently Handled by Outsourcers by Industry
Contact Channels/Interactions Planned to be Handled by Outsourcers by Country
Contact Channels/Interactions Planned to be Handled by Outsourcers by Contact Center Size
Contact Channels/Interactions Planned to be Handled by Outsourcers by Industry
Current and Future Priority to Deliver Consistent and Seamless Customer Experiences
Current Level of Priority to Deliver Consistent and Seamless Customer Experience
Expected Level of Priority to Deliver Consistent and Seamless Customer Experience
Current and Future Proportions of Outsourced Contact Center Seats/Agents
Current and Future Proportions of Outsourced Contact Center Seats/Agents (continued)
Locations of Current and Expected Outsourcing
Locations of Currently Outsourced Contact Centers by Country
Locations of Currently Outsourced Contact Centers by Contact Center Size
Locations of Currently Outsourced Contact Centers by Industry
Locations of Contact Centers Planned to be Outsourced by Country
Locations of Contact Centers Planned to be Outsourced by Contact Center Size
Locations of Contact Centers Planned to be Outsourced by Industry
Average Number of Outsourcers Currently Used and Planned to be Used
Current and Future Factors in Outsourcer Selection
Important Factors in Current Outsourcer Selection by Country
Important Factors in Current Outsourcer Selection by Country (continued)
Important Factors in Current Outsourcer Selection by Contact Center Size
Important Factors in Current Outsourcer Selection by Industry
Important Factors in Future Outsourcer Selection by Country
Important Factors in Future Outsourcer Selection by Country (continued)
Important Factors in by Contact Center Size
Important Factors in Future Outsourcer Selection by Industry
Restraints to Using Outsourcers by Country
Restraints to Using Outsourcers by Contact Center Size
Restraints to Using Outsourcers by Industry
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