DUBLIN---Research and Markets (http://www.researchandmarkets.com/research/44156b/knowing_your_finan) has announced the addition of the "Knowing Your Financial Services CRM Outsourcing Client" report to their offering.

“Knowing Your Financial Services CRM Outsourcing Client”

This survey consists of 13 multi-segmented questions about trends in contact center outsourcing. 44 senior executives at financial services (FS) organizations based in North America, Europe and Australia/New Zealand were interviewed.

Telephone-based research (not online): each in-depth interview lasted approximately 30-45 minutes local language-speaking researchers conducted the calls. The data presented in this slide pack was collected as part of a multi-sector study on contact center outsourcing procurement trends, published in September 2009.

Key Topics Covered:

• Executive summary
• Sample distribution of FS respondents
• FS CRM budgets are falling
• Bulk of FS agent positions remain in-house
• Traditional contact channels dominate FS interactions
• FS firms focus on revenue growth and C-Sat
• FS cost-cutting strategies are varied
• Lead-generation and collections are key FS 'sweet spots'
• FS contact managers favor local end-user delivery
• Stability and multi-shore options are key to FS contracts
• Recruitment and cost control are major FS CRM bugbears
• FS firms have mixed views on offshoring
• Potential for home agents as an FS CRM alternative
• Speech self-service support remains consistent in FS
• Strategic recommendations
• Strategic recommendations (continued)
• Related Ovum research
• Appendix

For more information visit http://www.researchandmarkets.com/research/44156b/knowing_your_finan