Features and benefits
* Results of the world's largest primary research project on customer satisfaction with outsourced F&A service provision. Complemented by analysis of ma
This report finds that most users of outsourced services are satisfied with the service delivered by outsourcing vendors. The providers receiving the highest rankings in the 2010 Black Book of Outsourcing survey tended to be the larger global outsourcing firms.The manufacturing sector has long dominated the F&A BPO (FAO) industry. However, the public sector and energy and utilities sector are expected to show an increase in F&A activity during 2010 and 2011.
Your key questions answered
* Which outsourced F&A service providers provide the highest levels of customer satisfaction?
* Which factors do clients consider most important when assessing satisfaction with outsourced F&A service delivery?
Table of Contents :
F&A-focused service providers topped the 2010 customer satisfaction list
FAO is expected to pick up by the end of 2010
Suppliers are now outsourcing more complex F&A functions
European mid-market companies are expected to increase FAO
FAO maturity levels vary across industries
Players with better scale and scope of service dominate the global FAO market
Vendors are focusing on building technology capabilities to match the rising client expectations
Vendors are bundling FAO services to improve cross and upselling
The global FAO market is expected to reach $29bn by 2013
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