Who We Serve
Corporate Function Leaders
We bring deep insight and decades of expertise to support leaders of corporate functions in developing delivery and sourcing strategies and engaging in relationships with the right set of thrid-party service providers.
IT Leaders
Our understanding of digital transformation and focus on business outcomes helps IT leaders transform their organizations into powerful enablers of value for their companies.
Service Providers
With deep, earned knowledge, we help service providers make vital decisions about services, pricing, and locations in a constantly changing environment.
Global Business Services / Shared Services Leaders
We help shared services / global in-house centers (GICs) unlock value for their organizations
Sourcing and Vendor Management Leaders
Our insights and analysis help you consistently get the results you want from your contracts and provider relationships.
Industries
Banking & Financial Services
Insurance
Healthcare Payers
Healthcare Providers
Life Sciences
Other Industries
What We Offer
Consulting
Research-informed coaching, guided implementations, and journey support to help you realize IT-enabled performance breakthroughs.
Digital Transformation
Sourcing Execution
Transition & Transformation
Vendor Management & Governance
Global Business Services / Shared Services
Custom Decision Support
Strategic advice, analysis, and robust problem-solving applied through the lens of your unique context.
Benchmarking
Locations
Market Assessments
Peer Intelligence
Pricing & Contracting
Provider Capabilities
Talent
Memberships
24/7/365 access to research, data sets, and tools that can be tailored to your needs, plus ongoing analyst inquiry.
For Enterprises
Outsourcing Excellence Membership
GBS / Shared Services Membership
IT & Digital Transformation Membership
For Service Providers
For All Others
Published Research
Fact-based analysis and expertise to inform your thinking and help you accomplish business performance breakthroughs.
Our Approach
PEAK Matrix®
Pinnacle Model®
All Capabilities & Offerings
Case Studies
Our Expertise
Business Process Services
Covering all major functions in BPS and BPO, we offer a unique depth and breadth of analysis.
Customer Experience Management (CXM)
Finance & Accounting
Human Resources
Procurement & Supply Chain
Industry-Specific Processes
Information Technology Services
We offer research-informed expertise about the impact of cloud, digital, and automation to help you capture more value from information technology services.
Application Services
Cloud & Infrastructure
Digital Services
Industry-Specific Technology Services
Engineering Services
Informed by deep knowledge of all major functions in engineering services, we help you understand challenges and uncover opportunities.
Sourcing Expertise
Our fact-based analysis of providers, relationships, locations, best practices, and next-gen technologies enables solid sourcing decision-making.
Outsourcing
GBS / Shared Services / GICs
Impact Sourcing
Digital & Next Gen Expertise
We help you define and realize success in digital transformation by thinking of it not as a series of technology implementations but rather as a series of journeys.
view larger
Talent & Locations Expertise
Regardless of where you are in your maturity curve, we help you address systemic challenges while accelerating and optimizing your talent and location strategies.
View larger
Our Thinking
Digital Transformation
We view digital transformation as a series of journeys encompassing technology implementation, business process and delivery model innovation, change management, and experience design.
Automation & AI
Thought leadership that boldly contemplates the rewards and risks of leaning on automation, AI, and machine learning to turbo charge productivity and competitive position.
Sourcing
Nearly three decades spent shaping sourcing best practice lends us a nuanced yet disruptive perspective about what’s possible today.
Market Insights™
Intelligence from across the full spectrum of our research and consulting in concise, easily accessible infographics.
Quick Polls
Case Studies
Thought Leadership
Webinars
Experience some of our best thought leadership virtually and conveniently.
Events
Our analysts and consultants bring their energy and bold thinking into the community, onto the stage, behind the microphone, onto the panel.
About Us
What Makes Us Tick
Careers
Consultant Careers
Industry Analyst Careers
Current Openings
Leadership
Consulting Leadership Team
Research Leadership Team
Corporate Leadership Team
Partnerships & Affiliations
In the News
Press Releases
Blog
Contact Us
COVID-19
COVID-19 Resource center
COVID-19 Dynamic Tracker
COVID-19 Reports
Access Reports
All reports
Register
Recent reports
Everest Group Market Intelligence (EGMI)
Home
/
Market Insights™
The Importance of First Call Resolution in Call Center Effectiveness | Market Insights™
July 10, 2020
Share
Facebook
0
Tweet
0
LinkedIn
0
Print
0
Learn more about our pricing services
benchmarking
Call Center
Net Promoter Score
NPS
pricing
Prev
Previous
Three Potential Scenarios for the Evolution of 5G | Market Insights™
Next
COVID-19 Impact on Non-Cash Transactions | Market Insights™
Next
Who We Serve
Corporate Function Leaders
Back
IT Leaders
Back
Service Providers
Back
Global Business Services / Shared Services Leaders
Back
Sourcing and Vendor Management Leaders
Back
Industries
Banking & Financial Services
Insurance
Healthcare Payers
Healthcare Providers
Life Sciences
Other Industries
Back
Back
What We Offer
Consulting
Digital Transformation
Sourcing Execution
Transition & Transformation
Vendor Management & Governance
Global Business Services / Shared Services
Back
Custom Decision Support
Benchmarking
Locations
Market Assessments
Peer Intelligence
Pricing & Contracting
Provider Capabilities
Talent
Back
Memberships
For Enterprises
Outsourcing Excellence Membership
GBS / Shared Services Membership
IT & Digital Transformation Membership
Back
For Service Providers
For All Others
Back
Published Research
Our Approach
PEAK Matrix®
Pinnacle Model®
Back
All Capabilities & Offerings
Back
Case Studies
Back
Our Expertise
Business Process Services
Customer Experience Management (CXM)
Finance & Accounting
Human Resources
Procurement & Supply Chain
Industry-Specific Processes
Back
Information Technology Services
Application Services
Cloud & Infrastructure
Digital Services
Industry-Specific Technology Services
Back
Engineering Services
Back
Sourcing Expertise
Outsourcing
GBS / Shared Services / GICs
Impact Sourcing
Back
Digital & Next Gen Expertise
Back
Talent & Locations Expertise
Back
Back
Our Thinking
Digital Transformation
Back
Automation & AI
Back
Sourcing
Back
Market Insights™
Back
Quick Polls
Back
Case Studies
Back
Thought Leadership
Back
Webinars
Back
Events
Back
Back
About Us
What Makes Us Tick
Back
Careers
Consultant Careers
Industry Analyst Careers
Current Openings
Back
Leadership
Consulting Leadership Team
Research Leadership Team
Corporate Leadership Team
Back
Partnerships & Affiliations
Back
In the News
Back
Press Releases
Back
Back
Blog
Contact Us
COVID-19
COVID-19 Resource Center
COVID-19 Dynamic Tracker
Back
Access Reports
All reports
Register
Recent Reports
Everest Group Market Intelligence
Back
Search
How can we engage?
Please let us know how we can help you on your journey.
Contact Us
First Name
*
Last Name
*
Email
*
Phone
Company Name
*
Job Title
*
Country
*
Please choose one
United States
Afghanistan
Åland Islands
Albania
Algeria
American Samoa
Andorra
Angola
Anguilla
Antarctica
Antigua and Barbuda
Argentina
Armenia
Aruba
Australia
Austria
Azerbaijan
Bahamas
Bahrain
Bangladesh
Barbados
Belarus
Belgium
Belize
Benin
Bermuda
Bhutan
Bolivia
Bonaire, Sint Eustatius and Saba
Bosnia and Herzegovina
Botswana
Bouvet Island
Brazil
British Indian Ocean Territory
Brunei Darrussalam
Bulgaria
Burkina Faso
Burundi
Cambodia
Cameroon
Canada
Cape Verde
Cayman Islands
Central African Republic
Chad
Chile
China
Christmas Island
Cocos Islands
Colombia
Comoros
Congo, Democratic Republic of the
Congo, Republic of the
Cook Islands
Costa Rica
Côte d'Ivoire
Croatia
Cuba
Curaçao
Cyprus
Czech Republic
Denmark
Djibouti
Dominica
Dominican Republic
Ecuador
Egypt
El Salvador
Equatorial Guinea
Eritrea
Estonia
Eswatini (Swaziland)
Ethiopia
Falkland Islands
Faroe Islands
Fiji
Finland
France
French Guiana
French Polynesia
French Southern Territories
Gabon
Gambia
Georgia
Germany
Ghana
Gibraltar
Greece
Greenland
Grenada
Guadeloupe
Guam
Guatemala
Guernsey
Guinea
Guinea-Bissau
Guyana
Haiti
Heard and McDonald Islands
Holy See
Honduras
Hong Kong
Hungary
Iceland
India
Indonesia
Iran
Iraq
Ireland
Isle of Man
Israel
Italy
Jamaica
Japan
Jersey
Jordan
Kazakhstan
Kenya
Kiribati
Kuwait
Kyrgyzstan
Lao People's Democratic Republic
Latvia
Lebanon
Lesotho
Liberia
Libya
Liechtenstein
Lithuania
Luxembourg
Macau
Macedonia
Madagascar
Malawi
Malaysia
Maldives
Mali
Malta
Marshall Islands
Martinique
Mauritania
Mauritius
Mayotte
Mexico
Micronesia
Moldova
Monaco
Mongolia
Montenegro
Montserrat
Morocco
Mozambique
Myanmar
Namibia
Nauru
Nepal
Netherlands
New Caledonia
New Zealand
Nicaragua
Niger
Nigeria
Niue
Norfolk Island
North Korea
Northern Mariana Islands
Norway
Oman
Pakistan
Palau
Palestine, State of
Panama
Papua New Guinea
Paraguay
Peru
Philippines
Pitcairn
Poland
Portugal
Puerto Rico
Qatar
Réunion
Romania
Russia
Rwanda
Saint Barthélemy
Saint Helena
Saint Kitts and Nevis
Saint Lucia
Saint Martin
Saint Pierre and Miquelon
Saint Vincent and the Grenadines
Samoa
San Marino
Sao Tome and Principe
Saudi Arabia
Senegal
Serbia
Seychelles
Sierra Leone
Singapore
Sint Maarten
Slovakia
Slovenia
Solomon Islands
Somalia
South Africa
South Georgia
South Korea
South Sudan
Spain
Sri Lanka
Sudan
Suriname
Svalbard and Jan Mayen Islands
Sweden
Switzerland
Syria
Taiwan
Tajikistan
Tanzania
Thailand
Timor-Leste
Togo
Tokelau
Tonga
Trinidad and Tobago
Tunisia
Turkey
Turkmenistan
Turks and Caicos Islands
Tuvalu
Uganda
Ukraine
United Arab Emirates
United Kingdom
Uruguay
US Minor Outlying Islands
Uzbekistan
Vanuatu
Venezuela
Vietnam
Virgin Islands, British
Virgin Islands, U.S.
Wallis and Futuna
Western Sahara
Yemen
Zambia
Zimbabwe
Nature of Inquiry
*
Please choose one
Benchmarking services
Consulting services
Published research
PEAK Matrix marketing
Media inquiry
Careers
Technical support / reports portal access
Other
Additional Information
Please review our
Privacy Notice
and check the box below to consent to the use of Personal Data that you provide.
Consent
*
I consent to the use of Personal Data I provide for the provision of information relating to Everest Group's goods and services.
*
