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ARTICLE · 08 NOVEMBER 2012

Clients Are From Mars, Outsourcers Are From Venus

Deloitte
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Outsourcing of contact centres in the UK is a mature market but one where client and outsourcer experiences are still mixed.

United KingdomStrategy
Richard Small
Richard Small
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Outsourcing of contact centres in the UK is a mature market but one where client and outsourcer experiences are still mixed.  Deloitte and callcentre.co.uk wanted to explore this relationship from both sides to understand why and see if there were recurring themes. Two surveys were issued - one for clients and one for outsourcers - to identify what each party looks for and values in their relationship.

Like so many relationships, the research shows that each party  has a different view of the relationship  which can lead to disconnects and tensions. It also highlights some issues which can lead to rapid relationship breakdown or those dreaded words: "we grew apart"; "they didn't understand me" or "we just wanted different things".

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