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
Copyright © 2014, Everest Global, Inc. EGR-2014-1-PD-1195
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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
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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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2
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
Copyright © 2014, Everest Global, Inc. EGR-2014-1-PD-1195
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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
Source: Everest Group (2014)
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 North America 20XX
XXX Asia Pacific 20XX
XXX Latin America 20XX
XXX North 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$5-10 billion
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ABC (page 4 of 5) CCO location landscape
Source: Everest Group (2014)
CCO delivery location
Argentina (6) Australia and New Zealand (3)
India (20)
Philippines (6) Costa Rica (1)
Saudi Arabia (2)
South Africa (2)
U.S. (8)
UK (1)
Malaysia (1))
(XX) – Number of centers in each location
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XXX
ABC is a Major Contender on the Everest Group PEAK Matrix for CCO
ABC (page 5 of 5) Everest Group assessment
1 Everest Group estimates based on contractual and operational information till December 2013 Source: Everest Group (2014)
Delivery capability assessment1
Assessment dimension Rating Remarks Scale XXX
Scope XXX
Technology capability
XXX
Delivery footprint
XXX
Buyer satisfaction
XXX
Overall remarks
High Medium-high Low Medium
Market success assessment
CCO revenue US$ 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
Copyright © 2014, Everest Global, Inc. EGR-2014-1-PD-1195
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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
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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
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