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 Customer Satisfaction KPIs
Customization, Integration/Implementations and Vertical Expertise are the most important attributes influencing KPO client satisfaction with their 2009 outsourcing providers.
Key Finding: Vendor Dissatisfaction is uncommon in the Knowledge Process Outsourcing Industry among Top Ranked Suppliers
Strong dissatisfaction is uncommon in this niche KPO sector, occurring in only 4.7% of Legal Industry client types, 5.5% in Investment Banking clients, and 6.0% Market Research clients globally.
UK & US clients are among the most satisfied with KPO services delivery. Strong dissatisfaction with offshore outsourcing vendors was less than 6.5% of all surveyed clients with 2009 projects.
Key Finding: Comprehensive Services Vendor Arrangements from a Comprehensive/End-To-End KPO Vendor produces the Highest Satisfaction Rates
Single-vendors offering comprehensive research services to services corporate clients ranked highest in the overall survey by clients.
Table of Contents :
Introduction 6
Summary 7
Methodology 9
Predicted High Growth KPO Verticals 11
Top 20 KPO Vendors 12
Top 5 KPO Vendors by Service Segment 13
Stop Light Scoring Key 14
Companies Mentioned
Industry: Sourcing: Knowledge Process Outsourcing
Integreon, Innodata Isogen, Smart Cube, Fractal Analytics, EXL Service Inductis, Cognizant, Copal Partners, Capgemini, RRD-Office Tiger, Ultrascan, Adventity, Evalueserve, Brickwork, WNS, Visaya KPO, Smith Street Solutions, Genpact, Accenture, LeXolution, Aptara
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About the Author:
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