NICE, in partnership with Execs in the Know, is excited to announce a new topic-based research report devoted entirely to CX leaders’ thoughts on BPOs and agent outsourcing. This new 40-page report, titled Exploring Corporate Opinions on BPOs, dives into one of the most discussed topics within the Execs In The Know community, providing data-backed insights into a variety of subjects including the current experience with providers, barrier to entry, concerns, and opportunities for improvement.
A few key insights from this latest research:
33% of those currently outsourcing said “Reduce Costs” is their primary objective for outsourcing, while 30% of those not currently outsourcing said “Reduce Costs” would be the primary driver should they outsource in the future (both top answers among each respective group).
Among the top concerns CX leaders have with outsourcing in general are Guarding Brand Equity/Reputation (65%), Program Performance and Quality (48%), Costs (38%), and Data Integrity/Security (35%).
60% of survey respondents said they’d be willing to pay more for BPO services based on the suite of services and technologies offered by the provider.
50% of survey respondents expect no changes to their outsourcing situation in the coming year.
