CCO Service Provider Profile Compendium
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Topic: Contact Center Outsourcing (CCO) – Service Provider Profile Compendium 2013 Copyright © 2013, Everest Global, Inc. EGR-2013-1-PD-0979 Contact Center Outsourcing (CCO) Market Report: December 2013 – Preview Deck
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This report provides comprehensive, fact-based snapshots of 20+ major CCO service providers. Each profile highlights a service provider’s delivery capability, market strategy, key organizational developments, delivery footprint, and client portfolio along various dimensions such as geography and industry. In addition, each profile provides the positioning of the service provider on Everest Group PEAK MatrixTM with an insightful analysis of its capabilities
Transcript of CCO Service Provider Profile Compendium
Topic: Contact Center Outsourcing (CCO) – Service Provider Profile Compendium 2013
Copyright © 2013, Everest Global, Inc. EGR-2013-1-PD-0979
Contact Center Outsourcing (CCO) Market Report: December 2013 – Preview Deck
Copyright © 2013, Everest Global, Inc. EGR-2013-1-PD-0979
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Our research offerings for global services
Subscription information
The full report is included in the following subscription(s) – Contact Center
Outsourcing (CCO)
In addition to published research, a subscription may include analyst inquiry, data cuts, and other services
If you want to learn whether your organization has a subscription agreement or request information on pricing and subscription options, please contact us:
Corporate Headquarters Office: +1-214-451-3000 [email protected] European Headquarters Office: +44-207-129-1318 [email protected]
1 Banking, financial services, and insurance
Custom research capabilities Benchmarking | Pricing, delivery model, skill portfolio Peer analysis | Scope, sourcing models, locations Locations | Cost, skills, sustainability, portfolio – plus a tracking tool Tracking services | Service providers, locations, risk Other | Market intelligence, service provider capabilities, technologies, contract
assessment
Finance & accounting
Procurement
Human resources
Recruitment process
PricePointTM
Global sourcing
Locations InsiderTM
Contact center
Transaction Intelligence
Healthcare information technology
Information technology
Cloud VistaTM
BFSI1 business process
BFSI1 information technology
Market VistaTM
Global services tracking across functions, sourcing models, locations, and service providers – industry tracking reports also available
Copyright © 2013, Everest Global, Inc. EGR-2013-1-PD-0979
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This report is based on two key sources of proprietary information
Confidentiality: Everest Group takes its confidentiality pledge very seriously. Any information we collect that is contract specific will only be presented back to the industry in an aggregated fashion
Proprietary database of 750+ CCO contracts (updated annually) The database tracks the following elements of each CCO contract:
– Buyer details including industry, size, and signing region – Contract details including Total Cumulative Value (TCV), Annualized
Contract Value (ACV), term, start date, service provider FTEs, and pricing structure
– Scope including buyer geography and functional activities – Technology including core contact center and Customer Relationship
Management (CRM) technology, service provider-owned tools (if any), ownership, and maintenance
– Global sourcing, including delivery locations and level of offshoring
Proprietary database of operational capability of 20+ CCO service providers (updated annually)
The database tracks the following capability elements for each service provider: – Key leaders – Major CCO clients and recent wins – Overall revenue, total FTEs, and contact center employees – Recent contact center-related developments – CCO revenue split by geography, industry, and client size – CCO delivery locations – CCO service suite – Contact center-related technology capability
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Service providers covered in the analysis
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Table of contents (page 1 of 2)
Section I: CCO service provider landscape snapshot 6 Definition of CCO 7 CCO service provider landscape 9
Section II: Service provider profiles 12 Aditya Birla Minacs 13 Aegis 17 Capita 22 Cognizant 26 EGS 30 FirstSource 35 Genpact 40 HCL 45 HP 50 Infosys 55 Serco 60 Sitel 65 Sutherland Global Services 69
Topic Page no.
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Table of contents (page 1 of 2)
Section II: Service provider profiles (continued) Sykes 74 TCS 79 Tech Mahindra 84 Teleperformance 89 Teletech 94 Transcom 98 Webhelp TSC 103 WNS 108 Xerox 113 Appendix 118 Glossary of key terms 119 CCO research calendar 121 References 122
Topic Page no.
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ABC (page 1 of 5) CCO overview
Recent developments Xx xx xx
Company overview XX Key leaders Xx xx xx Xx xx xx
Headquarter: Xx xx xx, Xx xx xx Website: http://xxxxx.com/
2011 2012
Scale of CCO Number of FTEs
Split of CCO Number of FTEs
Customer retention management Payment collection
English Indian languages Low-cost
High-cost
European languages Medium-cost
Customer service
Performance management
& reporting
Inbound sales service
Outbound sales service
Technical support
By language By process By location
Source: Everest Group (2013)
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ABC (page 2 of 5) CCO location landscape
U.S. (9)
Canada (2)
Mexico (1) Jamaica (1) Dominican republic (1)
Germany (1) UK (1)
Hungary (1)
India (29)
Philippines (20)
Source: Everest Group (2013)
CCO delivery location (Number of centers in each location)
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CCO client base Number of clients
ABC (page 3 of 5) CCO client portfolio
Source: Everest Group (2013)
CCO revenue mix US$ million
Industry Geography
Key contact center engagements Client name Region Client since Xx xx Xx xx 20XX Xx xx Xx xx 20XX
2011 2012
Manufacturing
North America
UK
Asia Pacific
Telecom
Media
Energy & utilities
Rest of Europe
Travel & logistics
Government
Financial services
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ABC (page 4 of 5) Key CCO investments
Description Investment type Year of investment Comments
XX Internal
20XX Xx
XX Partnership 20XX Xx
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Overall remarks ABC is a Leader on the CCO PEAK Matrix However, ABC’s market success is more focused around North
America and manufacturing industry Xx
ABC is a Leader on the Everest Group PEAK Matrix for CCO
ABC (page 5 of 5) Everest Group assessment
1 Everest Group estimates based on contractual and operational information till December 2012 Source: Everest Group (2013)
Delivery capability assessment1
Assessment dimension Rating Remarks Scale
Xx
Scope
Xx
Technology capability
Xx
Delivery footprint
Xx
High Medium-high Low Medium
Market success assessment
2011 2012
CCO revenue US$ million
Revenue per FTE US$ ‘000s
Industry average ABC
Major Contenders
Emerging Players
Leaders
25th
per
cent
ile
25th percentile
75th percentile
75th
per
cent
ile
CCO delivery capability
(Scale, scope, technology, and delivery footprint)
Mar
ket s
ucce
ss
High
Low Low High
ABC
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CCO research calendar
Topic Release date
December-2013 CCO Service Provider Profile Compendium 2013
Q4-2013 Business Impact of Attrition
Q4-2013 Industry-specific CCO Service Provider Landscapes
November-2013 CCO Service Provider Landscape with PEAK Matrix Assessment 2013
Current
July-2013 CCO Annual Report 2013: Focus on Customer Experience Management
July-2013 Defining and Discussing Contact Center Attrition
Released
September-2013 SYNNEX Acquires IBM's Contact Center Business – Canary in the Coal Mine for the CCO Market?
November-2013 Analytics Business Process Services (BPS) – Deciphering the Analytics Code
Q1-2014 Contact Center Outsourcing (CCO) – Annual Report 2014
Copyright © 2013, Everest Global, Inc. EGR-2013-1-PD-0979
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Additional CCO research references
The following documents are recommended for additional insight on the topic covered in this report. The recommended documents either provide additional details on the topic or complementary content that may be of interest 1. Contact Center Outsourcing (CCO) – Service Provider Landscape with PEAK Matrix™ Assessment 2013 (EGR-2013-1-R-0972a);
2013. This report focuses on service provider positioning in the CCO market, changing market dynamics and emerging service provider trends, and assessment of service provider delivery capabilities
2. Contact Center Outsourcing (CCO) – Annual Report 2013: Focus on Customer Experience Management (EGR-2013-1-R-0906b); 2013. This report provides comprehensive coverage of the global CCO market including detailed analysis of market size and growth, buyer adoption trends, CCO value proposition and solution characteristics, and service provider landscape
3. Defining and Discussing Contact Center Attrition (EGR-2013-1-V-0905); 2013.This viewpoint explores the shifting dynamics around contact center attrition rates. Buyers and providers of contact center outsourcing services are looking at management mechanisms to better link attrition patterns with the overall performance of contact centers
For more information on this and other research published by Everest Group, please contact us: Katrina Menzigian, Vice President: Abhishek Menon, Practice Director: Skand Bhargava, Senior Analyst: CCO Team:
Phone: +1-214-451-3110 Email: [email protected]
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Through its practical consulting, original research, and industry resource services, Everest Group helps clients maximize value from delivery strategies, talent and sourcing models, technologies, and management approaches
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