KPI

Description

Rank Eastern Europe

Rank

(Score)

Percentile

Global Rank

Rank

(Score)

Percentile

Vendor overall preference/Vertical industry recommendations

Organizational structure meets the needs of customers for whom stakeholder satisfaction is the most important priority. Is the client likely to recommend the vendor to other CCO buyers for an outsourcing engagement?

1

(9.95)

Top

3

(9.34)

Top 10%

Innovation

CCO clients believe that their vendors’ technology is helping them compete more effectively, generate larger revenues and profits, and cut their overhead.

1

(9.92)

Top

1

(9.56)

Top

Training

The outsourcer provides significant and meaningful training opportunities for employees. CCO strives to develop technology staff and customer service consultant employees.

1

(9.93)

Top

5

(9.17)

Top 10%

Client relationships and cultural fit

Outsourcing leadership highly honors customer relationships. Governance of engagement is neither complex for the buyer, nor does it require regular vendor management attention. There are no regular transparency or quality issues. There are no culture clashes or misfits that threaten the success of the relationship or client satisfaction.

1

(9.86)

Top

2

(9.60)

Top 10%

Trust

Client understands that its outsourcing organization has the people, processes,

and resources to deliver the desired business results effectively, based on its industry reputation and past performance.

1

(9.97)

Top

1

(9.73)

Top

Breadth of offerings, client types, delivery excellence

Vendor routinely drives operational performance improvements and results in the areas that they both affect. Comprehensive offerings are constructed to meet the unique needs of each client’s CCO initiatives.

1

(9.88)

Top

7

(9.00)

Top 10%

Deployment and outsourcing implementation

Outsourced solutions eliminate  excessive buyer supervision over vendor implementations. Vendor overcomes implementation obstacles and challenges.

> 10

(8.48)

Top 33%

> 10

(8.48)

Top 33%

Customization

CCO products and process services are customized to meet the needs of specific client purposes, processes, and models. Extraordinary efforts are made to adapt and convert client special needs into workable solutions that are both cost-effective and time-efficient.

1

(9.98)

Top

1

(9.68)

Top

Integration and interfaces

Managed CCO vendor supports interfaces, so information can be shared among applications. Solutions are easily integrated to existing backend systems. Human integration and interface activities are administered precisely.

1

(10.00)

Top

8

(9.98)

Top 10%

Scalability, client adaptability, flexible pricing

CCO services and solutions vendor provides flexible outsourcing pricing, allowing the client to choose and pay only for the needed functionalities and services. Invests in significant infrastructure and has the ability to provide services to enterprise organizations.

1

(9.76)

Top

2

(9.39)

Top 10%

Compensation and employee performance

CCO vendor builds and develops a strong employee team of producers. The company is moving toward leveraged pay at all levels. Vendor is using effective tools to tie performance metrics to compensation policy and to the compensation of top leaders.

1

(9.98)

Top

1

(9.57)

Top

Reliability

CCO services supplier meets agreed terms as evidenced by routine, acceptable service level reporting. and industry expectations. Online reliability is maximized, and outages/downtimes are minimized. Service levels are consistently met as agreed. Services and support response is maximized by the vendor team.

1

(9.74)

Top

2

(9.41)

Top 10%

Brand image and marketing communications

Sales presentations and proposals are delivered and corporate integrity/honesty in marketing and business development is highly valued. Maintains high image and reputation, so  customer, manufacturers, multinationals, and other buyers of CCO services will  openly reference their outsourced vendor representatives as client team members.

1

(9.97)

Top

5

(9.10)

Top 10%

Marginal value adds

Outsourced CCO vendors' cost savings are realized as generally estimated and not over-positioned or  over/underestimated in ways that affect client satisfaction or costs. Provides true business transformation opportunities to buyers and opportunities for top line contributions.

1

(9.80)

Top

3

(9.30)

Top 10%

Viability

Vendor’s viability, employee turnover, financial stability, and/or cultural mismatches do not threaten the client relationship. This outsourcing vendor undertakes extraordinary efforts to avoid problems in the relationship between service providers and the client.

5

(9.50)

Top 10%

7

(8.72)

Top 10%

Data security and backup services

In order to provide secure and constantly dependable CCO service offerings for corporate product development entities, an outsourcing vendor has to provide the highest level of security and data back-up services.

2

(9.49)

Top 10%

3

(9.02)

Top 10%

Support and customer care

Account management leadership provides onsite administration and support to clients. A formal outsourcing relationship and account management program meets client needs among suppliers for the customer.

1

(9.52)

Top

3

(9.01)

Top 10%

Best-of-breed technology and process improvement

CCO management and related technology services are considered best of breed. Vendor technology elevates customers via capabilities, equipment, processes, deliverables, professional staff, leadership, quality assurance, and innovative initiatives.

1

(9.82)

Top

2

(9.45)

Top 10%