Price Book is available only to Outsourcing Excellence members. For information on membership, please contact us
The PriceBook is an off-the-shelf reference that can be used by Strategic Outsourcing and Vendor Management professionals and Customer Experience Management (CXM) leaders to support a range of ongoing pricing and commercial discussions with providers, plus internal planning and back-of-the-envelope business cases. Members can also use the analyst inquiry service to clarify points, ask for additional advice, and discuss other points related to the PriceBook..
Scope
The PriceBook H2 2023 includes the following:
Price benchmarks for 24 contact center roles and 4 transaction-based pricing metrics across 10 common onshore, nearshore, and offshore global delivery geographies
Pricing trends and their drivers over the past six months
Performance metrics and benchmarks for five key metrics
Key delivery and solution metrics that impact Total Cost of Ownership (TCO)
Contents
The CXM PriceBook contains insights on price, performance, and delivery metrics for the CXM function. It also includes drivers that impact the pricing of CXM services in onshore, offshore, and nearshore delivery geographies.
The price benchmarks are normalized to best-in-class, industry standard nomenclatures and solution considerations. Some of the delivery and solution metrics covered in the PriceBook include:
