topic: everest group peak matrixtm for cco service … · note: for a detailed service provider...

Copyright © 2014 Everest Global, Inc. This document has been licensed for exclusive use and distribution by Teleperformance

Topic: Everest Group PEAK MatrixTM for CCO Service Providers

Focus on Teleperformance February 2014

EGR-2014-1-E-1046

2 Copyright © 2014, Everest Global, Inc. EGR-2014-1-E-1046

Everest Group defines the CCO market as engagements with the primary purpose to support all forms of direct and indirect (or in support of direct) interactions with customers, both external and internal. It involves a structured multi-channel and remote communication environment

CCO does not include contact center services embedded within the scope of outsourcing engagements targeting processes other than customer care, such as IT Outsourcing (ITO) or Human Resources Outsourcing (HRO)

Contact center pyramid

Traditional CCO primarily focuses on individual operational services

Increasingly, value-added services are included in CCO

Everest Group’s definition of the CCO market is centered on the delivery aspects of customer interaction

Strategy Value-added services Operational services

Strategy

Customer service Payment collections

Outbound sales services

Order fulfillment and transaction processing

Performance management & reporting

Channel management Customer analytics

Customer retention management

Inbound sales services

Customer interaction technology

Source: Everest Group (2014)


Major Contenders

Emerging Players

Leaders

Everest Group PEAK Matrix – 2013 CCO market standings Performance | Experience | Ability | Knowledge

25th

per

cent

ile

25th percentile

75th percentile

75th

per

cent

ile

Teleperformance

Xerox Sitel

Transcom Teletech

EGS

Sykes

Sutherland Global Services FirstSource Capita

Webhelp Aditya Birla Minacs

Tech Mahindra Genpact

TCS WNS

Infosys HCL Cognizant

Serco Aegis

HP

Everest Group Performance | Experience | Ability | Knowledge (PEAK) Matrix for CCO1 Leader Major Contender Emerging Player

CCO delivery capability

(Scale, scope, technology, and delivery footprint)

Mar

ket s

ucce

ss

High

Low Low High

1 Service providers scored using Everest Group’s proprietary scoring methodology given on page 13 Note: For a detailed service provider profile, refer to CCO Service Provider Profile Compendium 2013 released in December 2013 Source: Everest Group (2014)


Teleperformance is a CCO Leader on the Everest Group PEAK Matrix based on their top quartile performance across both market success and delivery capability

Teleperformance’s position on Everest Group PEAK Matrix for CCO


Major Contenders

Delivery capabilities Scale of over 100,000 FTEs serving over 680 clients across multiple geographies Covers over 60 different languages with focus on English and European languages.

Launched five EMEA multilingual hubs to further augment language capabilities Balanced revenue mix across geographies and industries. A top five service provider

across all regions – North America, EMEA, and Latin America Strong focus on HR practices and operational excellence to ensure high quality service

delivery and client satisfaction Balanced delivery model using over 250 delivery centers across the world to ensure

round-the-clock presence

Leaders

Teleperformance

Mar

ket s

ucce

ss Market success

Top quartile performance in market success with CCO revenue of over US$ 3 billion and client base across geographies and industries

Clients present across all major industries and geographies


Teleperformance (page 1 of 4) CCO overview

Order fulfillment and transaction processing (0.4%)

Customer service

10%

87%

3%

Outbound sales service

English European languages

Other languages

53% 44%

3% 15%

56% 29%

Low-cost

Medium-cost High-cost

100% = 1.06 100% = 1.06 100% = 1.06


Split of CCO FTEs Number of FTEs in ‘000s

By location By language By process

Recent developments Launched five EMEA multilingual hubs Teleperformance facilities in China and Colombia become

LEED Certified and in Germany and United Kingdom became ISO 14001 certified

Company overview Teleperformance is a global customer service, technical support, call center, debt collection, and social media company with 270 contact centers in 46 countries. The company conducts programs in more than 66 different languages and dialects in various industries Key leaders Daniel Julien, Chairman of the Board Paulo César Salles Vasques, Chief Executive Officer Brigitte Daubry, President of CEMEA Alejandro Perez, President of IBERO-LATAM Brent Welch, President of EWAP Headquarter: Paris, France Website: www.teleperformance.com

2011 2012

Scale of CCO Number of FTEs in ‘000s

103 106

http://www.teleperformance.com/


Teleperformance (page 2 of 4) CCO location landscape

U.S.

UK

India

Canada

China

Philippines

Chile

Brazil

Argentina

Jamaica Hongkong

Indonesia Singapore

South Africa

Thailand El Salvador

Mexico

Portugal Spain Albania

Algeria Morocco

Belgium Netherlands

Czech Republic

Denmark

Egypt

Finland

Germany

Greece Italy

Lebanon

Norway

Poland

Romania

Russia

Slovakia

Sweden

Switzerland

Tunisia

Colombia Costa Rica

Dominican Republic

Ukraine France

CCO delivery location



Teleperformance (page 3 of 4) Key CCO investments

Description Investment type Year of investment Comments

CCMS Internal 2005 Proprietary contact center system for clients only

TOPS, BEST, and JUMP

Internal 2006 Best practice processes for operations, HR, quality, and development

TP Platinum Internal 2009 Premium customized customer delivery centers

SOC Internal 2010 Industry leading security practice and operation centers

e-Performance Internal 2011 Tiered social media and multichannel customer experience solutions

TP Observer and TP Desktop

Internal 2011 Proprietary monitoring, measurement, and operating systems

TP AVAN Internal 2012 Advanced research and analytics solutions

CX Lab Internal 2012-2013 Multi-channel customer experience research & development trends labs

Multi-lingual Hubs Internal 2012–2013 Five pan-European multi market outsourced facilities

Dominican Republic Internal 2013 Nearshore delivery center

TP FLOWARD Internal 2013 Non-voice CRM BPO global solution


Teleperformance is a Leader on the Everest Group PEAK Matrix for CCO

Teleperformance (page 4 of 4) Everest Group assessment

Delivery capability assessment1

Assessment dimension Rating Remarks

Scale Largest contact center provider with over 100,000 FTEs and 680 clients

Scope Balanced presence across all geographies, industries, and languages

Technology capability

Investments made to develop solutions across CRM and enabler technologies

Delivery footprint

Balanced delivery model with scale across high-, medium-, and low-cost locations

Overall remarks Teleperformance is a Leader on the Everest Group PEAK Matrix for CCO Well balanced portfolio across geographies, languages, and industries Teleperformance has made extensive investments in training and

development programs to identify best practice processes and deliver high quality customer experience

Along with agent training, investment in technology solutions has helped Teleperformance grow their revenue at a higher rate than their scale

Teleperformance has a higher revenue per FTE due to a balanced delivery model serving clients

Market success assessment

2,743 3,028

2011 2012

CCO revenue US$ million

25 29

Industry average Teleperformance

Revenue per FTE

US$ ‘000s

High Medium-high Low Medium

Major Contenders

Emerging Players

Leaders

25th

per

cent

ile

25th percentile

75th percentile

75th

per

cent

ile



Mar

ket s

ucce

ss

High

Low Low High

Teleperformance

1 Everest group estimates based on contractual and operational information till December 2012 Source: Everest Group (2014)


Appendix


Everest Group breaks each element into subprocesses of the customer interaction value chain

Strategy

Customer service Payment collections

Outbound sales services

Order fulfillment and transaction processing

Performance management & reporting

Channel management Customer analytics

Customer retention management

Inbound sales services

Customer interaction technology Outbound sales services Outbound sales

– Telesales – Telemarketing

Data management – Data collection – Data cleansing and

refresh

Inbound sales services Inbound sales Cross- / up-selling

Customer service Outbound service

– Query resolution / call-backs Inbound service

– Technology support / helpdesk

– Service support – Complaint handling – Call escalation

General query handling – Schedule related enquiries – General product or service

information requests

Order fulfillment and transaction processing Order management

– Order validation – Order entry – Order processing

Order amendment / exception handling

Product activation Return/refund/rebate processing Billing and delivery queries

Payment collections Early stage collections

– Channel identification – Customer loyalty

maintenance Late stage collections

– Customer-at-risk analysis

– Customized treatment plan

Strategy (in-house) Contact center sourcing strategy Alignment of contact center

strategy with corporate strategy

Channel management Channel mix Customer data integration and

analysis Contact handling and routing

Performance management & reporting SLA adherence Key performance metrics Performance optimization Operational and management

reporting

Customer analytics Customer profiling and

segmentation Big data / social media

monitoring and analysis Customer satisfaction tracking

Customer retention management Customer lifecycle management Customer experience

management Loyalty programs

Customer interaction technology Technology adoption strategy Solution hosting, maintenance,

and support

Strategy Value-added services Operational services


Everest Group classifies the CCO service provider landscape based on its PEAK Matrix Performance | Experience | Ability | Knowledge (PEAK) Matrix

Everest Group Performance | Experience | Ability | Knowledge (PEAK) Matrix for CCO

2nd or 3rd quartile performance across market success and capability

Top quartile performance across market success and capability

CCO delivery capability1


25th percentile

25th

per

cent

ile

75th percentile

75th

per

cent

ile

High

Low Low High

Leaders

Major Contenders

Emerging Players

Mar

ket s

ucce

ss

(tota

l rev

enue

)

4th quartile performance across market success and capability

1 Service providers scored using Everest Group’s proprietary scoring methodology given on page 13 Source: Everest Group (2014)


Service providers are positioned on Everest Group PEAK Matrix based on evaluation of two key dimensions

Measures the scope of services provided through: Process coverage Number of channels

covered Geographic scope Number of industries

served Number of languages

covered

Measures the capability and investment in technology through: Investments in contact

center-related technology Enabler technology

solution capability, including analytics and social media

Measures success achieved in the market. Captured through CCO revenue

Measures ability to deliver services successfully. Captured through four subdimensions

Measures the scale of operations through: Overall company

revenue Number of current

CCO clients CCO FTEs

Scale Scope Technology capability

Delivery capability

Mar

ket s

ucce

ss

Major Contenders

Leaders

Emerging Players

Measures the delivery footprint and the global sourcing mix through: Delivery footprint

across nine regions1

Balanced shoring capability

Delivery footprint

1 North America, Latin America, Western Europe, Eastern Europe, Australia & New Zealand, India, Philippines, Rest of Asia, and Middle East & Africa


FAQs (page 1 of 2)

Does the PEAK Matrix assessment incorporate any subjective criteria? Everest Group’s PEAK Matrix assessment adopts an objective and fact-based approach (leveraging service

provider RFIs and Everest Group’s proprietary databases containing providers’ deals and operational capability information). In addition, these results are validated / fine-tuned based on our market experience, buyer interaction, and provider briefings

Is being a “Major Contender” or “Emerging Player” on the PEAK Matrix, an unfavorable outcome? No. PEAK Matrix highlights and positions only the best-in-class service providers in a particular functional/vertical

services area. There are a number of providers from the broader universe that are assessed and do not make it to the PEAK Matrix at all. Therefore, being represented on the PEAK Matrix is itself a favorable recognition

What other aspects of PEAK Matrix assessment are relevant to buyers and providers besides the “PEAK Matrix position”? PEAK Matrix position is only one aspect of Everest Group’s overall assessment. In addition to assigning a “Leader”,

“Major Contender” or “Emerging Player” title, Everest Group highlights the distinctive capabilities and unique attributes of all the PEAK Matrix providers assessed in its report. The detailed metric level assessment and associated commentary is helpful for buyers in selecting particular providers for their specific requirements. It also helps providers showcase their strengths in specific areas

What are the incentives for buyers and providers to participate/provide input to PEAK Matrix research? Participation incentives for buyers include a summary of key findings from the PEAK Matrix assessment Participation incentives for providers include adequate representation and recognition of their capabilities/success in

the market place, and a copy of their own “profile” that is published by Everest Group as part of the “compendium of PEAK Matrix providers” profiles


FAQs (page 2 of 2)

What is the process for a service provider to leverage their PEAK Matrix positioning status ? Providers can use their PEAK positioning rating in multiple ways including:

– Issue a press release declaring their positioning/rating – Customized PEAK profile for circulation (with clients, prospects, etc.) – Quotes from Everest Group analysts could be disseminated to the media – Leverage PEAK branding across communications (e-mail signatures, marketing brochures, credential packs,

client presentations, etc.) The provider must obtain the requisite licensing and distribution rights for the above activities through an

agreement with the designated POC at Everest Group

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