How Smart Buyers Structure Contact Center Relationships.


According to Everest Group, 50-60% of Contact Center Outsourcing (CCO) contracts were not renewed in 2013 and 2014. The question is why? What separates the winners from the losers, the critical relationships from the dispensable?  This paper examines the factors impacting CCO relationship value, including how smart buyers are able to build fewer, but more engaged, contact center outsourcing relationships.  



Fill out the form to download the whitepaper!



This study covers:


  • Reasons behind the evolution of buyer-service provider relationships
  • Six key factors impacting CCO relationship value
  • Benefits achieved through a more engaged model
  • Steps buyers and their service providers can take to foster an engaged relationship
  • The metrics of an engaged partnership; moving from operational to business outcomes  


Engaged outsourcing relationships do not just happen – they are envisioned, intentionally nurtured, and diligently built. This study shows that while significant effort and planning goes into building such a relationship, the result is a more effective and value-driven service model.

From the white paper

Share this on: