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* 1. What is your name?

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* 2. What is the name of your company?

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* 3. By headcount, how much of your customer care, sales, technical support, or other customer-facing communications are currently outsourced?

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* 4. Approximately how many total FTEs do you outsource?

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* 5. How many different outsourcing partners are you currently utilizing? (Please note: This question refers to partners, not locations.)

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* 6. How would you describe the geolocation(s) of the outsourcers you currently work with? (Select all that apply)

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* 7. Have you physically visited any of your Outsourcing partner(s) sites, or prospective Outsourcing partner sites, in the last 6-12 months?

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* 8. To which geolocation(s) do you expect to shift more of your outsourced work in the future? (Select all that apply)

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* 9. Which engagement type(s) do you currently outsource? (Select all that apply)

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* 10. Which engagement type(s) do you currently handle in-house? (Select all that apply)

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* 11. What commercial model(s) do you use with your current Outsourcing partners? (Check all that apply.)

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* 12. Generally speaking, would you describe your outsourcers as being in any way challenged in meeting your current needs and expectations?

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* 13. Please briefly describe some of the challenges faced by your outsourcers in meeting your needs and expectations, and how they intend on addressing these challenges.

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* 14. In general, how satisfied are you with your current Outsourcing partners?

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* 15. What percentage of your outsourced workforce is currently WFH, and what percentage do you want/expect to have WFH in 1–3 years?

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* 16. What percentage of your in-house workforce is currently WFH, and what percentage do you want/expect to have WFH in 1–3 years?

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* 17. Which aspect(s) of work-from-home are currently your biggest causes for concern? (Please select no more than three answers)

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* 18. Generally speaking, in which area is your current Outsourcing providers succeeding in best meeting or exceeding your needs and expectations?

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* 19. Generally speaking, in which area is your current Outsourcing providers failing in best meeting or exceeding your needs and expectations?

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* 20. In your experience, focusing on which area of your Outsourcing partnership(s) tends to result in the greatest return on your efforts?

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* 21. In the past 18 months, have you made any changes to your Outsourcing partner portfolio?

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* 22. What was the primary factor driving the change that occurred?

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* 23. Are you currently looking to make future changes to your Outsourcing partner portfolio?

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* 24. What is the primary factor driving this change or potential change?

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* 25. How would you describe your level of confidence in your current Business Continuity Plan (BCP)?

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* 26. When it comes to Outsourcing, which topic needs more industry discussion and exposure? (Please pick no more than 3 answers.)

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