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Outsourcing Insights -- Fall 2021 Survey (Updated)

1.What is your name?
2.What is the name of your company?
3.By headcount, how much of your customer care, sales, technical support, or other customer-facing communications are currently outsourced?
4.Approximately how many total FTEs do you outsource?
5.How many different outsourcing partners are you currently utilizing? (Please note: This question refers to partners, not locations.)
6.How would you describe the geolocation(s) of the outsourcers you currently work with? (Select all that apply)
7.Have you physically visited any of your Outsourcing partner(s) sites, or prospective Outsourcing partner sites, in the last 6-12 months?
8.To which geolocation(s) do you expect to shift more of your outsourced work in the future? (Select all that apply)
9.Which engagement type(s) do you currently outsource? (Select all that apply)
10.Which engagement type(s) do you currently handle in-house? (Select all that apply)
11.What commercial model(s) do you use with your current Outsourcing partners? (Check all that apply.)
12.Generally speaking, would you describe your outsourcers as being in any way challenged in meeting your current needs and expectations?
13.Please briefly describe some of the challenges faced by your outsourcers in meeting your needs and expectations, and how they intend on addressing these challenges.
14.In general, how satisfied are you with your current Outsourcing partners?
15.What percentage of your outsourced workforce is currently WFH, and what percentage do you want/expect to have WFH in 1–3 years?
16.What percentage of your in-house workforce is currently WFH, and what percentage do you want/expect to have WFH in 1–3 years?
17.Which aspect(s) of work-from-home are currently your biggest causes for concern? (Please select no more than three answers)
18.Generally speaking, in which area is your current Outsourcing providers succeeding in best meeting or exceeding your needs and expectations?
19.Generally speaking, in which area is your current Outsourcing providers failing in best meeting or exceeding your needs and expectations?
20.In your experience, focusing on which area of your Outsourcing partnership(s) tends to result in the greatest return on your efforts?
21.In the past 18 months, have you made any changes to your Outsourcing partner portfolio?
22.What was the primary factor driving the change that occurred?
23.Are you currently looking to make future changes to your Outsourcing partner portfolio?
24.What is the primary factor driving this change or potential change?
25.How would you describe your level of confidence in your current Business Continuity Plan (BCP)?
26.When it comes to Outsourcing, which topic needs more industry discussion and exposure? (Please pick no more than 3 answers.)