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.
This study covers:
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