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The Business Benefits of Outsourcing Customer Care: A Case Study Analysis of Global BPO EngagementsProduct Type: Market Research ReportPublished by: IDC Published: February 2004 Product Code: R104-14478 Description This IDC study looks at the business benefits of outsourcing customer care. By
interviewing 13 firms in a variety of industries, IDC was able to answer
several questions, including:
y Why do companies choose to outsource customer care?
y What are the important factors in choosing a particular provider?
y What are the benefits, both qualitative and quantitative, that customers
actually experienced from outsourcing customer care?
y What were the deal clinchers?
The study includes information on how vendors should position their services to
clients and how vendors can demonstrate the value of outsourcing customer care
to prospects. Specific business, cost, and operational and customer
relationship benefits of outsourcing customer care are discussed in detail. In
addition, the most important benefit for each client interviewed is identified.
Specific examples from clients in a variety of industries are included, such as
telecommunications, energy, mobile computing, consumer electronics, networking,
media, and security software. Detailed quantitative and qualitative benefits
are discussed, including the amount of cost savings and the percentage
improvement in call metrics, such as time to answer.
"Despite the current economic climate, opportunities remain within the
worldwide and U.S. customer care services marketplace. Being attuned to cost
containment, ROI, and business process optimization, however, must be the
mantra if service providers plan to survive and thrive," said Brian J. Bingham,
manager for CRM and Customer Care research at IDC.
Table of Contents Table of ContentsIDC Opinion In This Study Methodology Executive Summary Situation Overview Facilitating Customer Care In-House The Challenges The Decision to Outsource Key Drivers for Engaging a Service Provider Choosing the Customer Care Vendor Positioning the Value-Add of Outsourced Services Key Attributes Sought in an Outsourcer The Outsourced Customer Care Solution Support Provided and Services Facilitated The Scope of Outsourced Services Customer Care Outsourcing The Benefits Key Benefits Attained Impact on Business Goals Future Outlook Customer Care BPO Essential Guidance Learn More Related Research Case Studies Case Study 1: Consumer Electronics Manufacturer Case Study 2: Life Insurance Company Case Study 3: New Zealand Telecommunications Company Case Study 4: New Zealand Energy Company Case Study 5: Brazilian Mobile Phone Company Case Study 6: Security Software Company Case Study 7: Internet Division of a Media and Entertainment Company Case Study 8: Networking Company Case Study 9: Mobile Computing Division of a Technology and Electronics Manufacturer Case Study 10: U.S. and European Telecommunications Firm Case Study 11: Hardware Storage Firm Case Study 12: Brazilian Financial Firm Case Study 13: Disk Drive Storage Provider |
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