With the value proposition of Contact Center Outsourcing (CCO) moving primarily from cost containment to focus on business outcomes as well, service providers and buyers have started exploring more sophisticated pricing models. Buyers expect service providers to put skin in the game-share some risks. Due to this market shift there is growing interest in the outcome-based pricing model – i.e., a model where the service provider fees is based upon achieving certain pre-assigned business outcomes.
This study draws insights from Everest Group’s existing research and combines it with recent service provider and buyer interactions to answer the following questions:
What is the current adoption trend for outcome-based pricing model within CCO?
What factors are driving increased adoption of outcome-based pricing within CCO?
What are the key considerations to keep in mind while implementing an outcome-based pricing structure?
Note: this report is from 2012. See our most recent R2R research report.
The Finance & Accounting (F&A) function comprises three end-to-end processes – Procure-to-Pay (P2P), Order-to-Cash (O2C), and Record-to-Report (R2R). This report focuses on…