Trends Report

How To Select A Contact Center Outsourcer

Evaluate Both The Outsourcer's Market Position And Vertical Experience

March 18th, 2008
Elizabeth Herrell
With contributors:
Simon Yates , Rachel Batiancila


If you're selecting a contact center outsourcer, you'll need to look much deeper than a vendor's ability to provide customer support services. Consider a business partner with experience and understanding of the critical customer-care issues in your industry. While thousands of companies offer outsourcing services, those that have a solid background in a particular industry and that can also deliver full life-cycle support services for customer care make a substantially shorter list. To identify a business partner in this area, first consider the outsourcer's overall competency and reputation in the industry, as well as its flexibility to meet your customers' unique support requirements for sales, services, and technical support. Forrester interviewed six major outsourcers with considerable expertise across many industries and asked them to describe their core services and how they apply them to one of their major vertical industries.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.