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Contact Center Outsourcing
23-Jun-2014
North America
Customer Research
NCD0-01-00-00-00
IT00697-NA-CR_01928
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.
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
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| Deliverable Type | Customer Research |
|---|---|
| No Index | Yes |
| Podcast | No |
| Industries | Information Technology |
| WIP Number | NCD0-01-00-00-00 |
| Is Prebook | No |
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