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Home > Market Research > Financial Services > Black Book of Outsourcing 2009 Top Credit Card Banking Business Process Outsourcing Vendors, Black Book Survey 2009 Results
In 2009, the Black Book credit card business process outsourcing (BPO) user survey investigated nearly 230 contracts held by 900 user managers in the credit card industry. In order to rank the organizations, 18 key performance indicators (KPIs) or criteria are employed, scored on each respective vendor by client type and ranked on a 0¬–10 scale per KPI. ¬¬¬
Each year, the Brown-Wilson group and Black Book Research undertake an annual survey into organizations' satisfaction with their outsourcing service providers. These research results are recognized as the most extensive and representative perception study of outsourcing vendors, validated by over 26,000 respondents from service users around the globe.
Over 700 functions and 40 sectors are investigated to determine the “best fit” vendors with multiple industry specifications.
Key findings
Key finding: most important customer satisfaction KPIs
Integration/interfaces, viability and reliability are the most important attributes influencing credit card BPO client satisfaction with their 2009 outsourcing providers.
Key finding: vendor dissatisfaction is uncommon in the credit card BPO industry among top ranked suppliers
Strong dissatisfaction is uncommon in this niche banking sector, occurring in less than 8.7% of diverse collective clientele. UK and US clients are among the most satisfied with credit card BPO service delivery, averaging 85.1% moderately to strongly satisfied with BPO deliverables. Strong dissatisfaction with offshore outsourcing vendors was less than 9.0% of all surveyed clients with 2009 relationships.
Key finding: comprehensive services vendor arrangements from a comprehensive/end-to-end credit card BPO vendor produces the highest satisfaction rates
Single vendors offering comprehensive research services to corporate clients ranked highest in the overall survey.
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Table of Contents
SUMMARY 5
Survey Overview 5
Key Findings 5
2009 credit card banking BPO – top honors overall 5
2009 credit card banking BPO – top vendor by function 6
BLACK BOOK METHODOLOGY 7
How the data are collected 7
Understanding the statistical confidence of black book data 7
Who participates in the Black Book ranking process 8
2009 credit card banking BPO vendor rankings and results 8
OVERVIEW 9
TOP 20 CREDIT CARD BANKING BPO VENDORS 10
STOP LIGHT SCORING KEY 11
Operational excellence of credit card banking BPO 11
Summary of criteria outcomes 16
Top score per individual criteria 17
INDIVIDUAL KEY PERFORMANCE 18
APPENDIX 37
Orbys consulting 37
Disclaimer 37
For full details, please email keithw@cmsinfo.com
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