The contact center outsourcing industry has been making a gradual shift from arbitrage-first to digital-first model. Evolving consumer preferences are necessitating the enterprises to increase their focus on digital enablement. We engaged in multiple conversations with enterprises to understand and analyze the impact of this shift on CCO buyer-service provider relationships. This report examines multiple facets of CCO engagements and answers the below-mentioned questions:

• How are expectations of the enterprises from their service providers changing over time?
• How are the service providers placed in terms of meeting the evolving buyer expectations?
• Which parameters are perceived to be the most differentiated by the buyers?
• What are the action steps for providers to meet the future buyer expectations?

Scope of analysis

• Structured questionnaires and interviews with enterprises capturing qualitative and quantitative insights of their engagements with over 35 CCO service providers including, Aegis, Alorica, Arvato, Atento, Capita, CGI, Concentrix, Conduent, Conduit Global, Contax, Convergys, DXC Technology, EXL, Firstsource, Genpact, HCL, Hexaware, HGS, Infosys, Intelenet, Knoah Solutions, NTT Data, Sitel, SPiCRM, Startek, Sutherland Global Services, Sykes, TCS, Tech Mahindra, Teleperformance, TeleTech, Transcom, VXI, Wipro, Webhelp, and WNS
• Sample size includes 170+ buyer interactions across online surveys and interviews across multiple industries and geographies in 2014-2017

Membership(s)

Contact Center Outsourcing