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Australia Customer Experience Outsourcing Service Vendor Benchmarking Report 2021 -

·2-min read

DUBLIN, November 29, 2021--(BUSINESS WIRE)--The "Australia Customer Experience Outsourcing Services, 2021: Frost Radar Report" report has been added to's offering.

The report reveals the market positioning of companies in an industry using their Growth and Innovation scores as highlighted in the methodology.

The document presents competitive profiles on each of the companies based on their strengths, opportunities, and a small discussion on their positioning. The publisher analyzes hundreds of companies in the industry and benchmarks them across 10 criteria, where the leading companies in the industry are then positioned. Industry leaders on both the Growth and Innovation indices are recognized as best practice recipients.

An excellent customer experience is strategic to every organization's sustained business growth and is overtaking product and pricing as a key brand differentiator. In the connected digital era, customers' expectations are changing: they are demanding engaging experiences, personalization, and proactive services.

These became even more relevant during the COVID-19 pandemic as customers expected organizations to be empathetic when responding to queries and quickly providing resolutions. Delivering exceptional customer service during the pandemic became a huge challenge as lockdowns disrupted organizations' day-to-day operations. The C-suite was forced to rapidly adapt to a new model of doing business remotely that did not diminish customer and employee experiences.

Contact centers have become the front line of customer interactions. Organizations are striving to improve the customer experience through advanced technologies that optimize agent performance and deliver omnichannel solutions. Organizations want to engage with customers at every touchpoint of their journey through an automation-first approach using omnichannel communications, robotic process automation, artificial intelligence, and analytics to deliver personalized and proactive experiences.

This has led them to partner with customer experience outsourcing service providers to redesign legacy contact centers and create digitally enabled, intelligent customer engagement hubs. Outsourcing services have become a competitive differentiator: they enable business continuity, boost operational efficiencies, accelerate innovation, increase responsiveness, and reduce business risk.

Key Topics Covered:

1. Strategic Imperative and Growth Environment

  • Strategic Imperative

  • Growth Environment

2. Frost Radar

  • Australia Customer Experience Outsourcing Services

  • Competitive Environment

3. Companies to Action

  • Acquire BPO

  • Concentrix

  • Datacom

  • PROBE Group

  • Serco

  • Sitel Group

  • Startek


  • Teleperformance

  • TSA Group

  • TTEC

4. Strategic Insights

  • Strategic Insights

5. Next Steps: Leveraging the Report to Empower Key Stakeholders

  • Significance of Being on the Radar

  • Empowers the CEO's Growth Team

  • Empowers Investors

  • Empowers Customers

  • Empowers the Board of Directors

  • Analytics

6. Benchmarking Future Growth Potential

For more information about this report visit

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