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Enterprise Priorities in North America: Contact Center Outsourcing

  • June 2014
  • -
  • Frost & Sullivan
  • -
  • 68 pages

Summary

Table of Contents

Contact Center Outsourcing

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

This research study is part of a series of survey-based studies that look at the current and future adoption of various customer contact strategies, enabling technologies, and services. The survey data and insights allow contact center organizations to understand better the industry and technology trends and apply the findings in their businesses.
The following studies are part of this series:
-Enterprise Priorities in North America—Multichannel Customer Contact
-Enterprise Priorities in North America—Agent Performance Optimization
-Enterprise Priorities in North America—Cloud Contact Center Solutions
-Enterprise Priorities in North America—Contact Center Outsourcing
-Enterprise Priorities in Europe—Multichannel Customer Contact
-Enterprise Priorities in Europe—Agent Performance Optimization
-Enterprise Priorities in Europe—Cloud Contact Center Solutions
-Enterprise Priorities in Europe—Contact Center Outsourcing

Methodology

Using a Web-based survey methodology during February 2014, Frost & Sullivan surveyed contact center/customer care decision makers who were working in businesses located in the United States and Canada and who were involved in evaluating, specifying, recommending, or approving the purchase of contact center products or services.
Frost & Sullivan’s survey methodology uses online panels to source only qualified respondents. Respondents must meet requirements set by a screening process prior to full survey participation. Online panels consist of individuals who volunteer to participate in Web-based surveys and typically receive compensation directly from their panel membership for participating in qualified survey research. In general, survey respondents do not receive direct compensation from Frost & Sullivan for participating in research projects.

Executive Summary

-About % of the respondents outsource some customer care activities. Large contact center organizations are greater users of outsourcing than small and medium contact center organizations.
-Tech support is the most outsourced contact center function. Customer service is expected to have the highest growth in the next years.
-LiveAgent voice, Web self-service, chat, and social media are growing channels for contact center outsourcing. Email is a declining channel, while mobile care and interactive voice response (IVR) are expected to stay about the same.
-About % of the respondents rate the ability of outsourcers to deliver consistent and seamless customer experiences across contact channels as a high priority.
-Companies that outsource have about half of their outsourced agents in North America. India has the highest share of outsourced offshore agents, followed by Latin America and then the Philippines.
-On the whole, companies that outsource contact center functions use an average of outsourcers.
-For companies that do not outsource and do not plan to outsource, quality and security concerns are the top restraining factors.

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