So, we had the latest Gartner Magic Quadrant report for BPO Contact Centres released a week or two ago.
But how much attention do organisations actually pay to it? Is it a bit like awards, in that it means more to those in it than those not in it?
There are some great CX BPO organisations not on that list. Although the criteria to start with is 20,000 agents and $500m revenue, so it will only look at a very particular section of the overall BPO space. It is also very American focused, and some cynicisms will always remain about the commercials involved as to how this is put together and its true independence.
How important is this to clients? Not one person in the years I’ve been involved has ever asked where are they on the magic quadrant. The ones I have been dealing with on three RFP’s in just the last nine months had never even heard of it.
So how relevant is it to clients? If it isn’t relevant to clients, then what’s the point of it? There will occasionally be a client that has massive scales and wants to move 2,000 or 3,000 seats, or more, but they happen very infrequently, and many clients now don’t want to be with big players. Others want to be with big players specifically, so they are not a dominant client.
Clearly however, if you want to mobilise 2,000 or 3,000 seats, there are only a certain number of players in the market that can handle that kind of scale and have that sort of capacity, but realistically, with track and trace now tailing off, how many of those contracts are out there in the market? I know of one well known provider who hasn’t won a new client for two years.