In 2009, the Black Book CCO industry user survey investigated over 170 contracts held by 455 of the top spending clients globally in the outsourcing market place.
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 finding: most important customer satisfaction KPIs
Cultural fit, scalability, reliability and data security are the most important attributes influencing multilingual CCO client satisfaction with their 2009 outsourcing providers.
Key finding: vendor dissatisfaction is uncommon in the multilingual CCO industry among top ranked suppliers UK and US clients are among the most satisfied with onshore services delivery. Strong dissatisfaction with offshore outsourcing vendors was less than 14.8% of all surveyed clients with 2009 multilingual call center initiatives. Most dissatisfaction is noted in cultural relations between client and vendor management.
Key finding: comprehensive services vendor arrangements from a comprehensive/end-to-end multilingual 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.