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Aarkstore Enterprise -2009 Top Business Process Outsourcing Vendors, Black Book Survey 2009 Results
by aarkstores on Oct 30, 2010
2009 Top Business Process Outsourcing Vendors, Black Book Survey 2009 Results
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
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Aarkstore Enterprise -2009 Top Travel Industry Business Process Outsourcing (BPO) & Information
by aarkstores
2009 Top Travel Industry Business Process Outsourcing (BPO) & Information Technology Outsourcing (ITO) Vendors, Black Book 2009 Survey Results
In 2009, the Black Book BPO Travel Industry user survey investigates over 240 contracts held by 1320 of the top airlines, travel agencies, airports, hotel chains, cargo companies and other travel corporations globally.
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 Findings
Key Finding: Most Important...
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