Thank you!

Hello, we kindly thank you for answering the survey below that will feed the 2022 Study of Contact Center and BPO industry. Your input is very important to us and it won't take more than a few minutes. The results of this Study will be shared with all responders. Thank you for your cooperation.

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* 1. Privacy Information Notice applicable to all respondent of  2022 Contact Center and BPO Global Survey.
 
The participation to this survey is voluntary. By participating, the respondent authorize the collection of identity and contact information, login data, and professional life data (Personal Data).

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* 2. In which country are your operations based ?
(please select the country where you are based)

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* 3. Please distribute the number of your local operation seats per operational nature.
(what % of your operation works for Onshore , Offshore or Nearshore markets)

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* 4. If you have operations in more than one region, please choose in which regions is your company operating.
(multiple choice)

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* 5. Total number of agents worldwide
(e.g. even if you are an international BPO, but you are answering for only one country, what is the overall number agents in all countries)

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* 6. What is the total number of agent positions in your country?

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* 7. What is the average occupancy rate of your agents?
(In a annual base, what is the percentage of working time, that agents are actually occupied))

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* 8. What is the average absenteeism rate of your agents?
(In a monthly base, what is the percentage of days that the workers are absent. Please do not consider vacations or leaves)

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* 9. What is the average turnover rate of your agents?
(In a annual base, what is the percentage of workers that leave your company -you may use this formula: total number of workers that left the company/total number of workers in the company)

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* 10. What is the average seniority of your Contact Center agents (in months)?
(Average of months that your agents have working with the company)

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* 11. What is the number of hours of annual training?
(Average of hours of training that your agents, per agent, per year)

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* 12. What are the main services offered by your Contact Center & BPO?
(Please select all the services you provide)

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* 13. What channels does your Contact Center & BPO provide to your Clients?
(Please identify the percentage of your operations that use each of the channels listed)

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* 14. Which channels the customers use to contact your provided services?
(Please identify the percentage of your operations that use each of the channels listed)

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* 15. In which economical sectors of activity does your Contact Center & BPO provide services?
(Please identify the sectors taking in consideration the you total Clients base)

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* 16. What are the main technological solutions used by your Contact Center & BPO?
(Please identify the percentage of your operations that use each of the technologies listed)

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* 17. Which are the technology providers that you use in your Contact Center?
(Please identify the percentage of your operations that use each of the providers listed)

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* 18. For the operations supported by cloud solutions, how important it is to...
Please rate the importance level

  High Middle Low
To have a global technology provider
To have local support
To have local presence

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* 19. What do you value the most in a technology partner?
Please rate from more important (1) to less important (7)

  1 (more important) 2 3 4 5 6 7 (less important)
Consultancy & customer support
Pricing
Credibility of the brand / company
Know-how
Flexibility and rapid response to requests
Local presence where your operations are located

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* 20. Regarding the technological challenges your company faces what is more important to you?
(Please rate from more important (1) to less important (7))

  1 (more important) 2 3 4 5 6 7 (less important)
Reduce dependency of the IT Department to make change requirements
Keep up with demand - flexibility and agility to keep up with the pace of changes required
Automate channels and processes & using AI
Assure stability of the platform, security of data compliance (ISO, GDPR, etc), etc
Lack of budget for new technologies
Legacy Contact Center & BPO systems/technology

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* 21. What enables you to differentiate the most from your competitors?
Please rate from more important (1) to less important (8)

  1 (more important) 2 3 4 5 6 7 8 (less important)
AI
RPA
Hybrid Solutions: RPA for repetitive tasks + Human intervantion for empathy and customer satisfaction
Availability of tailored API-based applications
Digitalization of clients' CX-related processes
omnichannel solutions
Analytics / Dashboards / Real time solutions

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* 22. Where do you predict the highest technological investment in the next 12 months?

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* 23. What would make you change technology provider?
(multiple choice)

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* 24. What are the main reasons that may prevent you to go further?
Please rate from more important (1) to less important (9)

  1 (more important) 2 3 4 5 6 7
Difficulties to enter the market
Political and economic instability
Legal and Regulatory issues
Recruiting
Workplace resistance to change
Training on new processes/tasks/applications
Customer willingness to adopt new contact channels
Lack of in-house resources/expertise

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* 25. What are your biggest concerns today?

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* 26. What are your biggest concerns for the future?

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* 27. What is the growth expected for next year?

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* 28. What was the impact of the Covid-19 pandemic on the recruitment of new hires?

  Became easier Became more difficult Remained the same
Agents
Supervisors
Managers
Staff

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* 29. What was the felt impact from the Covid-19 pandemic in the productivity?

  Improved Decreased Remained the same
Agents
Supervisors
Managers
Staff

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* 30. Which were the main challenges your company faced to deliver services during the Covid-19 pandemic?
(Multiple choices allowed)

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* 31. Which were the main challenges during the Covid-19 pandemic,  regarding the team motivation?
( Multiple choices allowed)

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* 32. Could you please share some of the initiatives you developed, in order to retain your teams talent during the Covid-19 pandemic?

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* 33. To receive the full version of this study final report, please provide the following information

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* 34. If you wish us to share this study with someone else, just leave us the contacts

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