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市場調查報告書

歐洲企業的優先權:客服中心外包

Enterprise Priorities in Europe: Contact Center Outsourcing

出版商 Frost & Sullivan 商品編碼 306882
出版日期 內容資訊 英文 71 Pages
商品交期: 最快1-2個工作天內
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歐洲企業的優先權:客服中心外包 Enterprise Priorities in Europe: Contact Center Outsourcing
出版日期: 2014年06月23日 內容資訊: 英文 71 Pages
簡介

約3分之一調查對象企業將某些顧客關懷活動外包,各國比例中英國最多,荷比盧三國比例最低。導入外包在金融服務最多,預計今後2年中醫療保健部門記錄最高的成長率。電子郵件,社群媒體,網站自助服務,聊天,互動語音回應作為客服中心的流通管道成長著,LiveAgent的語音預計衰退。整體上,預計更多的企業將外包更多的顧客聯繫流通管道。

本報告提供歐洲企業的客服中心外包趨勢相關調查、外包的目前使用概況與未來的計劃以各國家、客服中心大小、產業分類彙整。

第1章 調查背景、目的、手法

第2章 摘要整理

第3章 外包的顧客關懷功能

  • 顧客關懷的導入外包
  • 現在外包中/計劃外包的顧客關懷功能
  • 現在外包中顧客關懷功能:各國
  • 現在外包中顧客關懷功能:各客服中心大小
  • 現在外包中顧客關懷功能:各產業
  • 計劃外包的顧客關懷功能:各國
  • 計劃外包的顧客關懷功能:各客服中心大小
  • 計劃外包的顧客關懷功能:各產業

第4章 外包顧客聯繫流通管道

  • 現在外包商處理/今後預定處理的聯繫流通管道/交互作用
  • 現在外包商辦理的聯繫流通管道/交互作用:各國
  • 現在外包商辦理的聯繫流通管道/交互作用:各客服中心大小
  • 現在外包商辦理的聯繫流通管道/交互作用:各產業
  • 今後外包商預定處理的聯繫流通管道/交互作用:各國
  • 今後外包商預定處理的聯繫流通管道/交互作用:各客服中心大小
  • 今後外包商預定處理的聯繫流通管道/交互作用:各產業

第5章 一貫性無間斷的客戶經驗的優先級

  • 現在及未來的優先等級
  • 目前優先等級
  • 期待的優先等級

第6章 外包的客服中心的席數、代理商數

  • 現在及未來外包的客服中心的席數、代理商數的比例

第7章 外包的定位

  • 現在及計劃中的定位
  • 現在外包的客服中心的定位:各國
  • 現在外包的客服中心的定位:各客服中心大小
  • 現在外包的客服中心的定位:各產業
  • 計劃外包的客服中心的定位:各國
  • 計劃外包的客服中心的定位:各客服中心大小
  • 計劃外包的客服中心的定位:各產業

第8章 外包商的利用數

  • 現在及計劃中的外包商的利用數

第9章 外包商選擇的重要因素

  • 現在及未來的重要因素
  • 目前選擇的重要因素:各國
  • 目前選擇的重要因素:各客服中心大小
  • 目前選擇的重要因素:各產業
  • 未來選擇的重要因素:各國
  • 未來選擇的重要因素:各客服中心大小
  • 未來選擇的重要因素:各產業

第10章 採用外包商的阻礙要素

  • 各國
  • 各客服中心大小
  • 各產業

第11章 附錄

第12章 關於FROST & SULLIVAN

目錄
Product Code: M993-01-00-00-00

Contact Center Outsourcing

The main objective of this research service was to investigate the current use and future adaptation of cloud contact center solutions in European contact centers. One-third of the respondents outsource some customer care activities. The United Kingdom has the highest proportion of companies that outsource, while Benelux has the least. Outsourcing adoption is the highest in financial services, but healthcare is expecting the highest growth rates in the next 2 years. Email, social media, Web self-service, chat, and interactive voice response are growing channels for contact center outsourcing, while LiveAgent voice is expected to be a declining channel. On the whole, more companies are expected to outsource more customer contact channels.

Table of Contents

1. RESEARCH BACKGROUND, OBJECTIVES, AND METHODOLOGY

Research Background, Objectives, and Methodology

  • 1. Research Background and Objectives
  • 2. Methodology
  • 3. Methodology (continued)
  • 4. Overall Firmagraphic Details

2. EXECUTIVE SUMMARY

Executive Summary

  • 1. Executive Summary

3. CUSTOMER CARE FUNCTIONS OUTSOURCED

Customer Care Functions Outsourced

  • 1. Customer Care Outsourcing Adoption
  • 2. Customer Care Functions Currently Outsourced and Planned to be Outsourced
  • 3. Currently Outsourced Customer Care Functions by Country
  • 4. Currently Outsourced Customer Care Functions by Contact Center Size
  • 5. Currently Outsourced Customer Care Functions by Industry
  • 6. Customer Care Functions Planned to be Outsourced by Country
  • 7. Customer Care Functions Planned to be Outsourced by Contact Center Size
  • 8. Customer Care Functions Planned to be Outsourced by Industry

4. OUTSOURCING CUSTOMER CONTACT CHANNELS

Outsourcing Customer Contact Channels

  • 1. Contact Channels/Interactions Currently Handled and Planned to be Handled by Outsourcers
  • 2. Contact Channels/Interactions Currently Handled by Outsourcers by Country
  • 3. Contact Channels/Interactions Currently Handled by Outsourcers by Contact Center Size
  • 4. Contact Channels/Interactions Currently Handled by Outsourcers by Industry
  • 5. Contact Channels/Interactions Planned to be Handled by Outsourcers by Country
  • 6. Contact Channels/Interactions Planned to be Handled by Outsourcers by Contact Center Size
  • 7. Contact Channels/Interactions Planned to be Handled by Outsourcers by Industry

5. PRIORITY OF CONSISTENT AND SEAMLESS CUSTOMER EXPERIENCES

Priority of Consistent and Seamless Customer Experiences

  • 1. Current and Future Priority to Deliver Consistent and Seamless Customer Experiences
  • 2. Current Level of Priority to Deliver Consistent and Seamless Customer Experience
  • 3. Expected Level of Priority to Deliver Consistent and Seamless Customer Experience

6. OUTSOURCED CONTACT CENTER SEATS/AGENTS

Outsourced Contact Center Seats/Agents

  • 1. Current and Future Proportions of Outsourced Contact Center Seats/Agents
  • 2. Current and Future Proportions of Outsourced Contact Center Seats/Agents (continued)

7. OUTSOURCING LOCATIONS

Outsourcing Locations

  • 1. Locations of Current and Expected Outsourcing
  • 2. Locations of Currently Outsourced Contact Centers by Country
  • 3. Locations of Currently Outsourced Contact Centers by Contact Center Size
  • 4. Locations of Currently Outsourced Contact Centers by Industry
  • 5. Locations of Contact Centers Planned to be Outsourced by Country
  • 6. Locations of Contact Centers Planned to be Outsourced by Contact Center Size
  • 7. Locations of Contact Centers Planned to be Outsourced by Industry

8. NUMBER OF OUTSOURCERS USED

Number of Outsourcers Used

  • 1. Average Number of Outsourcers Currently Used and Planned to be Used

9. IMPORTANT FACTORS IN OUTSOURCER SELECTION

Important Factors in Outsourcer Selection

  • 1. Current and Future Factors in Outsourcer Selection
  • 2. Important Factors in Current Outsourcer Selection by Country
  • 3. Important Factors in Current Outsourcer Selection by Country (continued)
  • 4. Important Factors in Current Outsourcer Selection by Contact Center Size
  • 5. Important Factors in Current Outsourcer Selection by Industry
  • 6. Important Factors in Future Outsourcer Selection by Country
  • 7. Important Factors in Future Outsourcer Selection by Country (continued)
  • 8. Important Factors in by Contact Center Size
  • 9. Important Factors in Future Outsourcer Selection by Industry

10. RESTRAINTS TO USING OUTSOURCERS

Restraints to Using Outsourcers

  • 1. Restraints to Using Outsourcers by Country
  • 2. Restraints to Using Outsourcers by Contact Center Size
  • 3. Restraints to Using Outsourcers by Industry
  • 4. Legal Disclaimer

11. APPENDIX

Appendix

  • 1. Business Functions
  • 2. Languages Supported

12. THE FROST & SULLIVAN STORY

The Frost & Sullivan Story

  • 1. The Frost & Sullivan Story
  • 2. Value Proposition: Future of Your Company & Career
  • 3. Global Perspective
  • 4. Industry Convergence
  • 5. 360° Research Perspective
  • 6. Implementation Excellence
  • 7. Our Blue Ocean Strategy
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