Contact Center Outsourcing (CCO) – Service Provider Profile … · Corporate Headquarters Office:...

Topic: Contact Center Outsourcing (CCO) – Service Provider Profile Compendium 2014

Contact Center Outsourcing (CCO) Market Report: August 2014 – Preview Deck

Copyright © 2014, Everest Global, Inc. EGR-2014-1-PD-1195


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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:

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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

mailto:[email protected]



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Everest Group’s CCO research is based on multiple sources of proprietary information (page 1 of 2)

Proprietary database of 1,000+ 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 Contract Value (TCV), Annualized

Contract Value (ACV), term, start date, service provider FTEs, and pricing structure

– Scope including buyer geography and functional activities – Technology including Customer Relationship Management (CRM)

technology, communication technology, and enabler technology 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

Note: Notwithstanding the acquisition of Aegis USA Inc. by Teleperformance, both service providers are analyzed separately in this report as it is based on the data collected in 2013

Confidentiality: Everest Group takes its confidentiality pledge very seriously. Any information we collect, which is contract-specific, will only be presented back to the industry in an aggregated fashion


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Everest Group’s CCO research is based on multiple sources of proprietary information (page 2 of 2)

Buyer surveys and interactions Global surveys and one-on-one executive-level interviews are undertaken to understand how organizations perceive performance of their CCO provider. The survey/interviews focus on different aspects of an outsourcing relationship including: Key drivers for outsourcing CCO Contract details (including process scope, signing year, and duration) Overall performance of the service provider including key strengths and improvement areas Detailed assessment of service provider performance across different elements, such as:

– Performance against key CCO metrics – Performance across various contact center processes – Performance during the implementation and transition phases – Governance and relationship management

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Confidentiality: Everest Group takes its confidentiality pledge very seriously. Any information we collect, which is contract-specific, will only be presented back to the

industry in an aggregated fashion


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Table of contents (page 1 of 2)

Section I: CCO service provider landscape snapshot 7 Definition of CCO 8 CCO service provider landscape 10

Section II: Service provider profiles 13 Aegis 14 Alorica 19 CGI 24 EGS 29 EXL 34 Firstsource 39 Genpact 44 HCL 49 HGS 54 HP 59 Infosys 64 Minacs 69 Serco 74

Topic Page no.


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Table of contents (page 2 of 2)

Section II: Service provider profiles (continued) Sitel 79 Sutherland Global Services 84 TCS 89 Tech Mahindra 94 Teleperformance 99 Transcom 104 Webhelp UK 109 Wipro 114 WNS 119 Xerox 124 Appendix 129 Glossary of key terms 130 CCO research calendar 132 References 133

Topic Page no.


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ABC (page 1 of 5) CCO overview

Recent developments XXX XXX XXX XXX XXX XXX

Company overview <Business description> Key leaders <Name>, <Designation> Headquarter: <City>, <Country> Website: <Link to company website>

Source: Everest Group (2014)

2012 2013

CCO revenue In US$ million

2012 2013

Scale of CCO Number of FTEs

CCO client base

2012 2013


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ABC (page 2 of 5) CCO capabilities

By language By process By location

Split of CCO FTEs Number of FTEs


High-cost

Medium-cost

Low-cost

Indian

Others

English

Spanish

Key CCO investments

Description Investment type

Year of investment Comments

XXX Acquisition 20XX XXX

XXX Partnership 20XX XXX

XXX Internal 20XX XXX

Order fulfillment and transaction processing

Sales, analytics, and retention Customer

service

Payment collection


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Key contact center engagements

Client name Region Client since

XXX North America 20XX


XXX Asia Pacific 20XX

XXX Latin America 20XX


ABC (page 3 of 5) CCO client portfolio

CCO revenue mix US$ million

North America

South America Travel & hospitality Energy &

utilities

Manufacturing

By industry By buyer size By geography

1 Includes media and public sector industries Source: Everest Group (2014)

APAC

MEA

BFSI

Healthcare

Communications/telecom

Others1

>US$10 billion

US$1-5 billion

US$5-10 billion


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ABC (page 4 of 5) CCO location landscape


CCO delivery location

Argentina (6) Australia and New Zealand (3)

India (20)

Philippines (6) Costa Rica (1)

Saudi Arabia (2)

South Africa (2)

U.S. (8)

UK (1)

Malaysia (1))

(XX) – Number of centers in each location


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XXX

ABC is a Major Contender 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 2013 Source: Everest Group (2014)

Delivery capability assessment1

Assessment dimension Rating Remarks Scale XXX

Scope XXX

Technology capability

XXX

Delivery footprint

XXX

Buyer satisfaction

XXX

Overall remarks

High Medium-high Low Medium

Market success assessment

CCO revenue US$ million

CCO clients Number of clients

xxx

xxx

xx% xx% xxx

xxx

ABC

Industry average

25th

per

cent

ile

25th percentile

75th percentile

75th

per

cent

ile

CCO delivery capability (Scale, scope, technology, delivery footprint, and buyer satisfaction)

Mar

ket s

ucce

ss

High

Low Low High

ABC

Emerging Players

Leaders

Major Contenders


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CCO research calendar

Topic Release date

Q4-2014 Healthcare industry-specific CCO Service Provider Landscape

Q4-2014 BFSI industry-specific CCO Service Provider Landscape

June-2014 Contact Center Outsourcing Annual Report 2014: Changing Times, Evolving Value Proposition

CCO – Service Provider Landscape with PEAK Matrix Assessment 2014 July-2014

August-2014 CCO – Service Provider Profile Compendium 2014

Published Current

The Business Impact of Contact Center Attrition January 2014

Convergys to Acquire Stream January 2014

Pushing the Vertical Limit April 2014

Q1-2015 Impact of Social Media and its related analytics on the CCO industry

Q2-2015 Contact Center Outsourcing (CCO) - Annual Report 2015

https://research.everestgrp.com/Product/EGR-2014-1-R-1124/Contact-Center-Outsourcing-Annual-Report-2014-Changing-Times-E



https://research.everestgrp.com/Product/EGR-2014-1-R-1150/Contact-Center-Outsourcing-CCO-Service-Provider-Landscape-with



https://research.everestgrp.com/Product/EGR-2014-1-R-1056/The-Business-Impact-of-Contact-Center-Attrition



https://research.everestgrp.com/Product/EGR-2014-1-V-1043/Convergys-to-Acquire-Stream



https://research.everestgrp.com/Product/EGR-2014-1-R-1092/Pushing-the-Vertical-Limit




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Additional CCO research references

The following documents are recommended for additional insight on the topic covered in this report. These 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 2014 (EGR-2014-1-R-1150);

2014. 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 2014: Changing Times, Evolving Value Proposition (EGR-2014-1-R-1124); 2014. 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. Pushing the Vertical Limit: Industry-specificity in Contact Center Outsourcing (EGR-2014-1-R-1092); 2014. This study looks at the trends shaping the growing interest in industry-specific CCO, and explores what market stakeholders need to know, in order to maximize the opportunities offered by this increasingly important shift in the market

Phone: +1-214-451-3110 E-mail: [email protected]

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For more information on this and other research published by Everest Group, please contact us: Katrina Menzigian, Vice President: Skand Bhargava, Senior Analyst: Cyril Thomas, Analyst: CCO Team:

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