Thank you for participating in this Outsourcing Insights survey. This survey is intended for corporate CX leaders who manage or oversee BPO/outsourcer programs. You are only required to respond to the first three questions, but please try to fill out the survey as completely as possible.

Your name, company name, and individual responses will be kept strictly confidential.

In order to receive the survey completion thank you gift (either a $25 Amazon Gift Card or a $50 donation to the National Alliance on Mental Illness [NAMI] in your name), please complete the survey and be sure to provide your corporate email address, one that includes your company's URL domain, for verification that you qualify to take part in this survey. Gmail.com, Yahoo.com, Outlook.com, or other email service addresses DO NOT qualify as valid corporate email addresses, and yours must be a verifiable company.

Here's to learning together!

The Execs In The Know Research Team

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* 1. What is your name?

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* 2. What is the name of your company?

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* 3. What is your business email address?

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* 4. Over the past 12 months, which best describes the demand for your company's products/services?

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* 5. Which CX priority or strategy is going to receive the most attention and investment in the next 12 months?

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* 6. What are you currently most concerned about when it comes to the success of your business?

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* 7. By headcount, how much of your customer care, sales, technical support, or other customer-facing communications are currently outsourced?

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* 8. Which engagement type(s) do you currently OUTSOURCE? (Select all that apply.)

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* 9. Which engagement solution(s) do you currently OUTSOURCE? (Select all that apply.)

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* 10. Which engagement type(s) do you currently handle IN-HOUSE? (Select all that apply.)

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* 11. Which engagement solution(s) do you currently handle IN-HOUSE? (Select all that apply.)

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* 12. How many different BPO vendors are you utilizing today? (Please note: This question refers to partners, not locations.)

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* 13. How would you describe the geolocation(s) of the outsourcers you currently work with? (Select all that apply.)

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* 14. To which geolocation(s) do you expect to shift more of your outsourced work in the future? (Select all that apply.)

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* 15. Approximately how many total FTEs do you outsource?

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* 16. Over the past 12 months, how would you describe any changes to your contact center volumes?

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* 17. What is your company's primary objective for outsourcing?

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* 18. Which concerns, if any, does your organization have with outsourcing in general? (Select all that apply.)

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* 19. Which concerns, if any, does your organization have specific to offshore/nearshore BPO providers? (Select all that apply.)

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* 20. Please indicate which of the following has happened within your outsourcing program over the past 12 months. (Select all that apply.)

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* 21. From where would you prefer your outsourced teams work?

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* 22. In thinking about your response to the previous question, what factors determine your preference for in-center, work-from-home, or hybrid staffing models?

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* 23. Which aspect(s) of work-from-home are currently your biggest causes for concern? (Please select no more than three answers.)

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* 24. If you were selecting a new BPO vendor(s), which would best describe your size preferences?

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* 25. How likely is it that your company is open to exploring emerging, less saturated offshore or nearshore outsourcing destinations?

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* 26. In selecting a new BPO vendor(s), rank the following from most to least important in your decision process (1=Most Important; 9=Least Important).

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* 27. Generally speaking, in which area is your current Outsourcing providers succeeding in best meeting or exceeding your needs and expectations?

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* 28. Generally speaking, in which area is your current Outsourcing providers failing in best meeting or exceeding your needs and expectations?

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* 29. In your experience, focusing on which area of your Outsourcing partnership(s) tends to result in the greatest return on your efforts?

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* 30. If changing your BPO partners is something you're considering, what are the primary factor(s) driving this change or potential change? (Select all that apply.)

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* 31. When it comes to Outsourcing, which topic needs more industry discussion and exposure? (Please pick no more than three answers.)

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* 32. Thank you for completing the survey. Please select from the following as our way of thanking you and recognizing your contribution.

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