The 2009 Black Book of Outsourcing client experience survey investigates a subset of over 3000 Business Process Outsourcing contracts held by 800 corporate buyers of BPO.
18 Key Performance Indicators (KPIs) or criteria are employed specific to BPO buyers within all verticals and sectors, scored on each respective vendor and ranked per KPI.
Key Finding: Most Important Customer Satisfaction KPIs in Cross-Industry BPO Sector
Innovation, customization and reliability are the most important attributes influencing Cross-Industry BPO client satisfaction with their 2009 outsourcing providers. All three KPIs were overwhelmingly praised by the clients of HCL BPO, which captured the overall honors across all verticals and horizontal functionalities this year.
Key Finding: Vendor Dissatisfaction is uncommon in the BPO Industry Outsourcing Sector among Top Tier Ranked Suppliers Strong dissatisfaction is uncommon among the largest and most comprehensive suppliers of BPO occurring in only 6.5% of financial and accounting clients and 8.8% of transactional services clients.
US clients are among the most satisfied with cross-industry BPO services delivery averaging 95.5% with 2009 projects delivered from North American based suppliers (US, Canada and Mexico). Stronger dissatisfaction was more commonly reported from engagements with offshore outsourcing vendors with 13.7% of all surveyed BPO clients (Philippines, India).
Key Finding: Comprehensive Services Vendor arrangements from Full Service BPO Vendors produce the Highest Satisfaction Rates Vendors offering comprehensive BPO and ITO Services ranked highest in the overall survey by all clients. Cross industry clients showed significant preference for vendors who are capable of offering more extensive service lines once satisfied with initial projects.
HCL BPO compiled the highest rankings and client experience scores across three of the four major functional subdivisions of BPO services this year.