Enterprise Priorities in Europe: Contact Center Outsourcing

Contact Center Outsourcing

The main objective of this research service was to investigate the current use and future adaptation of cloud contact center solutions in European contact centers. One-third of the respondents outsource some customer care activities. The United Kingdom has the highest proportion of companies that outsource, while Benelux has the least. Outsourcing adoption is the highest in financial services, but healthcare is expecting the highest growth rates in the next 2 years. Email, social media, Web self-service, chat, and interactive voice response are growing channels for contact center outsourcing, while LiveAgent voice is expected to be a declining channel. On the whole, more companies are expected to outsource more customer contact channels.

Table of Contents

1. RESEARCH BACKGROUND, OBJECTIVES, AND METHODOLOGY

Research Background, Objectives, and Methodology

• 1. Research Background and Objectives
• 2. Methodology
• 3. Methodology (continued)
• 4. Overall Firmagraphic Details

2. EXECUTIVE SUMMARY

Executive Summary

• 1. Executive Summary

3. CUSTOMER CARE FUNCTIONS OUTSOURCED

Customer Care Functions Outsourced

• 1. Customer Care Outsourcing Adoption
• 2. Customer Care Functions Currently Outsourced and Planned to be Outsourced
• 3. Currently Outsourced Customer Care Functions by Country
• 4. Currently Outsourced Customer Care Functions by Contact Center Size
• 5. Currently Outsourced Customer Care Functions by Industry
• 6. Customer Care Functions Planned to be Outsourced by Country
• 7. Customer Care Functions Planned to be Outsourced by Contact Center Size
• 8. Customer Care Functions Planned to be Outsourced by Industry

4. OUTSOURCING CUSTOMER CONTACT CHANNELS

Outsourcing Customer Contact Channels

• 1. Contact Channels/Interactions Currently Handled and Planned to be Handled by Outsourcers
• 2. Contact Channels/Interactions Currently Handled by Outsourcers by Country
• 3. Contact Channels/Interactions Currently Handled by Outsourcers by Contact Center Size
• 4. Contact Channels/Interactions Currently Handled by Outsourcers by Industry
• 5. Contact Channels/Interactions Planned to be Handled by Outsourcers by Country
• 6. Contact Channels/Interactions Planned to be Handled by Outsourcers by Contact Center Size
• 7. Contact Channels/Interactions Planned to be Handled by Outsourcers by Industry

5. PRIORITY OF CONSISTENT AND SEAMLESS CUSTOMER EXPERIENCES

Priority of Consistent and Seamless Customer Experiences

• 1. Current and Future Priority to Deliver Consistent and Seamless Customer Experiences
• 2. Current Level of Priority to Deliver Consistent and Seamless Customer Experience
• 3. Expected Level of Priority to Deliver Consistent and Seamless Customer Experience

6. OUTSOURCED CONTACT CENTER SEATS/AGENTS

Outsourced Contact Center Seats/Agents

• 1. Current and Future Proportions of Outsourced Contact Center Seats/Agents
• 2. Current and Future Proportions of Outsourced Contact Center Seats/Agents (continued)

7. OUTSOURCING LOCATIONS

Outsourcing Locations

• 1. Locations of Current and Expected Outsourcing
• 2. Locations of Currently Outsourced Contact Centers by Country
• 3. Locations of Currently Outsourced Contact Centers by Contact Center Size
• 4. Locations of Currently Outsourced Contact Centers by Industry
• 5. Locations of Contact Centers Planned to be Outsourced by Country
• 6. Locations of Contact Centers Planned to be Outsourced by Contact Center Size
• 7. Locations of Contact Centers Planned to be Outsourced by Industry

8. NUMBER OF OUTSOURCERS USED

Number of Outsourcers Used

• 1. Average Number of Outsourcers Currently Used and Planned to be Used

9. IMPORTANT FACTORS IN OUTSOURCER SELECTION

Important Factors in Outsourcer Selection

• 1. Current and Future Factors in Outsourcer Selection
• 2. Important Factors in Current Outsourcer Selection by Country
• 3. Important Factors in Current Outsourcer Selection by Country (continued)
• 4. Important Factors in Current Outsourcer Selection by Contact Center Size
• 5. Important Factors in Current Outsourcer Selection by Industry
• 6. Important Factors in Future Outsourcer Selection by Country
• 7. Important Factors in Future Outsourcer Selection by Country (continued)
• 8. Important Factors in by Contact Center Size
• 9. Important Factors in Future Outsourcer Selection by Industry

10. RESTRAINTS TO USING OUTSOURCERS

Restraints to Using Outsourcers

• 1. Restraints to Using Outsourcers by Country
• 2. Restraints to Using Outsourcers by Contact Center Size
• 3. Restraints to Using Outsourcers by Industry
• 4. Legal Disclaimer

11. APPENDIX

Appendix

• 1. Business Functions
• 2. Languages Supported

12. THE FROST & SULLIVAN STORY

The Frost & Sullivan Story

• 1. The Frost & Sullivan Story
• 2. Value Proposition: Future of Your Company & Career
• 3. Global Perspective
• 4. Industry Convergence
• 5. 360° Research Perspective
• 6. Implementation Excellence
• 7. Our Blue Ocean Strategy