2010 Leading Providers of Contact Center Outsourcing

Introduction

This report finds that most providers receiving the highest rankings in the 2010 Black Book of Outsourcing survey tended to be large companies with global presence in the contact center outsourcing (CCO) space. The public sector, which includes local/central government and defense, leads in terms of outsourcing activity, providing more than 80% of the outsourcing contracts during H2 2010.

Features and benefits

* Results of the world's largest primary research project on customer satisfaction with outsourced contact center service provision.
* Analysis of activity by region, industry and service type in the global CCO market.

Highlights

Outsourcing is viewed positively by the majority of users. Most CCO service proviiders in the top 10 list (based on overall satisfaction) suport the operations of large enterprises and have developed delivery centers in offshore and near shore locations.
CCO activity rose in near shore and offshore locations such as India, Australia and Canada during 2010. Emerging technologies such as unified communications (UC) will impact demand of CCO services.

Your key questions answered

* Which CCO service providers provide the highest levels of customer satisfaction?
* What factors do clients consider most important to outsourced contact center service delivery?

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