Abstract
In 2009, the Black Book investment management outsourced services industry
user survey investigated over 155 contracts held by 380 user managers. In
order to rank the organizations, 18 key performance indicators (KPIs) or
criteria are employed, scored on each respective vendor by client type and
ranked on a scale of 0 - 10 per KPI.
Each year, Brown-Wilson Group and Black Book Research undertake an annual
survey into organizations' satisfaction with their outsourcing service
providers. These research results are recognized as the most extensive and
representative perception study of outsourcing vendors, validated by over
26,000 respondents from service users around the globe.
Over 700 functions and 40 sectors are investigated to determine "best fit"
vendors with multiple industry specifications.
Key findings
Key finding: most important customer satisfaction KPIs
Best of breed technology, integrations/interfaces and deployment are the most
important attributes influencing outsourced mortgage banking services client
satisfaction with their 2009 outsourcing providers. A third (33%) of users
selected best of breed technology the most important of 18 key performance
indicators. Deployment was the second most crucial to support operations, as
indicated by 12% of all users.
Key finding: vendor dissatisfaction is uncommon in the mortgage BPO industry among top ranked suppliers
Strong dissatisfaction has grown more common in this niche sector, occurring
in less than 24.7% of diverse collective clientele from 30% in 2008. UK and US
clients are among the most satisfied with mortgage default management
delivery. Offshore (Philippines and India, particularly in order) outsourcing
vendors with voice/contact center services were named by 84% as the most
unsatisfactory BPO outcomes by surveyed clients with 2009 relationships.
Key finding: comprehensive services vendor arrangements from a comprehensive/end-to-end mortgage banking services BPO vendor produce the highest satisfaction rates
Single vendors offering comprehensive research services to corporate clients
ranked highest in the overall survey.
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