Customer Care Business Process Outsourcing Vendor Analysis: The Evolving Landscape

Table of Contents

• Table of Contents
• IDC Opinion
• In This Study
  • Methodology
    • Supply-Side Research Sources
    • Demand-Side Research Sources
    • Defining the Focus of the Study
  • Executive Summary
• Situation Overview
  • Key Developments in 2006
  • Separating the Leaders from the Contenders in 2006 and Beyond: IDC Leadership Grid for Customer Care Business Process Outsourcing Service Providers in Australia
    • IDC Leadership Grid Methodology
    • Criteria by Axis
      • Aligning with Market Opportunity
      • Ability to Gain Market Share
    • Comparative View of Business Process Outsourcing Vendor Practices
      • Alignment with Market Opportunity
        • Delivery of Cost Savings
        • Figure: Delivery of Cost Savings
        • Process Consulting and Excellence
        • Figure: Process Consulting and Excellence
        • Comprehensive Customer Management
        • Figure: Comprehensive Customer Management
      • Ability to Gain Market Share
        • Risk Management
        • Figure: Risk Management
        • Flexible Client Partnering
        • Figure: Flexible Client Venturing and Partnering
        • Global Service Delivery Capability
        • Figure: Global Service Delivery Capabilities
    • Business Process Outsourcing Leadership Amongst IT Service Providers
    • Figure: Potential IDC Leadership Grid: Customer Care Business Process Outsourcing Market
• Future Outlook
• Essential Guidance
  • Actions to Consider
• Learn More
  • Related Research
  • Definitions
    • Business Outsourcing Engagement
    • Business Process Outsourcing Services
    • Processing Services
    • Distinction Between Business Process Outsourcing and Processing Services
    • Customer Care Services
  • Synopsis