Enterprise Priorities in North America

Enterprise Priorities in North America

Contact Center Outsourcing

RELEASE DATE
23-Jun-2014
REGION
North America
Research Code: NCD0-01-00-00-00
SKU: IT00697-NA-CR_01928

$10,000.00

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SKU
IT00697-NA-CR_01928

$10,000.00

$7,500.00 save 25 %

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Description

The overall research objective of this research service was to investigate the current and future outsourcing trends in the North American contact centers. Nearly half of the respondents outsource some customer care activities. Large contact center organizations are greater users of outsourcing than medium and small contact center organizations. Companies that outsource have about half of their outsourced agents in North America, and India has the highest share of outsourced offshore agents. On the whole, companies that outsource contact center functions use an average of 3 outsourcers. For companies that do not outsource and do not plan to outsource, quality and security concerns are the top restraining factors.

Table of Contents

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 y 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 Level of Priority to Deliver Consistent and Seamless Customer Experiences

Current Level of Priority to Deliver Consistent and Seamless Customer Experiences

Expected Level of Priority to Deliver Consistent and Seamless Customer Experiences

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 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 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

Legal Disclaimer

Business Functions

The Frost & Sullivan Story

Value Proposition: Future of Your Company & Career

Global Perspective

Industry Convergence

360º Research Perspective

Implementation Excellence

Our Blue Ocean Strategy

Related Research
The overall research objective of this research service was to investigate the current and future outsourcing trends in the North American contact centers. Nearly half of the respondents outsource some customer care activities. Large contact center organizations are greater users of outsourcing than medium and small contact center organizations. Companies that outsource have about half of their outsourced agents in North America, and India has the highest share of outsourced offshore agents. On the whole, companies that outsource contact center functions use an average of 3 outsourcers. For companies that do not outsource and do not plan to outsource, quality and security concerns are the top restraining factors.
More Information
No Index Yes
Podcast No
Industries Information Technology
WIP Number NCD0-01-00-00-00
Is Prebook No