Abstract
In 2009, the Black Book CCO user survey investigated over 400 contracts held
by 1,300 of the top spending clients in the global banking, credit card and
financial services industry. 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 0 - 10 scale per KPI.
Key findings
- Key finding: most important customer satisfaction KPIs
- Customization, deployment, reliability and vertical expertise are the
most important attributes influencing banking and financial services CCO
client satisfaction with their 2009 outsourcing providers.
- Key finding: vendor dissatisfaction is uncommon in the banking and
financial vertical CCO industry among top ranked suppliers
- Strong dissatisfaction is uncommon in this niche business process
outsourcing (BPO) sector, occurring in only 5.5% of clients globally.
- UK and US clients are among the most satisfied with onshore services
delivery. Strong dissatisfaction with offshore outsourcing vendors was
expressed by less than 10.5% of all surveyed clients with 2009
vertical-specific call center initiatives.
- Key finding: comprehensive services vendor arrangements from an end-to-end
banking, credit card and financial service oriented call center vendor
produces the highest satisfaction rates
- Single vendors offering comprehensive research services to corporate
clients ranked highest in the overall survey by clients.
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