ARTICLE · 30 OCTOBER 2012

Deloitte And callcentre.co.uk Outsourcing Survey 2012 - Are Clients And Outsourcers Speaking The Same Language?

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Deloitte and callcentre.co.uk wanted to probe these issues more deeply and understand the specific concerns that both client and outsourcing organisations face.

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Introduction

Customer Service or "Front-Office" Outsourcing is generally considered a mature market but there are still organisations on the client-side and the supply-side who rely on anecdotal feedback about others' experiences in this important field and don't have real data on which to make sound decisions.

Deloitte and callcentre.co.uk wanted to probe these issues more deeply and understand the specific concerns that both client and outsourcing organisations face. We were also interested to understand the latest market trends, particularly with respect to trends in offshoring and nearshoring and also the potential impact of new media and channels on outsourcing.

We conducted an on-line research programme to understand the opinions of both outsourcers and client organisations from across a breadth of industries. We received over 150 responses and have overlaid this with our formal and informal conversations with clients and outsourcers. Our report covers:

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