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24/7 Customer, a global provider of business process outsourcing services, has been named the best performing global call centre in an international book titled The 50 Best Managed Global 0utsourcing Vendors, a collaboration between Sourcing Magazine and The Black Book of Outsourcing.
The annual survey, which analyzed over 870 international outsourcing vendors in 63 countries, was considered by users, clients and employees to find 'Top 50 best managed vendors' for 2006.
The companies were ranked based on their consistent strength in the areas of human capital performance, CEO commitment, corporate direction and leadership impact. Other factors included client and employee satisfaction.
24/7 Customer has been evaluated on 44 indicators on outsourcing industry superiority, of which 26 indicators are specific to leadership, and 18 indicators addressing operational results.
Scott Wilson and Doug Brown, co-authors of The Black Book of Outsourcing, state in the book: "Continual improvements earned 24/7 Customer, the distinction of being the best performing global call center; lowering attrition and actively mentoring workers to keep clients happy."
"24/7 Customer is honoured to receive this prestigious ranking, as we rapidly expand our presence across the globe and strive to create better value for our clients," said P V Kannan, Co-Founder and CEO, 24/7 Customer. "We see this accolade as a testimony to our ability to execute consistently and surpass customer expectations, meet and exceed our employees' needs."
The Black Book of Outsourcing has been developed to provide objective and thorough analysis and advice to outsourcing buyers around the world, using measurable criteria and independent research. The book was compiled through 16,095 users and outsourcing employee responses to an electronic survey the authors issued at the start of the year 2006.
Of the respondents 46% were from North America, 22% were from Europe and a quarter were from Asia-Pacific region.