CCO Service Provider Profile Compendium

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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

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CCO Service Provider Profile Compendium

  1. 1. 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
  2. 2. Copyright © 2013, Everest Global, Inc. EGR-2013-1-PD-0979 2 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 info@everestgrp.com European Headquarters Office: +44-207-129-1318 unitedkingdom@everestgrp.com 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
  3. 3. Copyright © 2013, Everest Global, Inc. EGR-2013-1-PD-0979 3 This report is based on two key sources of proprietary information Confidentiality: Everest Group takes its confidentialitypledge 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 1 2 Service providers covered in the analysis
  4. 4. Copyright © 2013, Everest Global, Inc. EGR-2013-1-PD-0979 4 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.
  5. 5. Copyright © 2013, Everest Global, Inc. EGR-2013-1-PD-0979 5 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.
  6. 6. Copyright © 2013, Everest Global, Inc. EGR-2013-1-PD-0979 6 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 languagesMedium-cost Customer service Performance management & reporting Inbound sales service Outbound sales service Technical support By language By processBy location Source: Everest Group (2013)
  7. 7. Copyright © 2013, Everest Global, Inc. EGR-2013-1-PD-0979 7 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)
  8. 8. Copyright © 2013, Everest Global, Inc. EGR-2013-1-PD-0979 8 CCO client base Number of clients ABC (page 3 of 5) CCO client portfolio Source: Everest Group (2013) CCO revenue mix US$ million IndustryGeography 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
  9. 9. Copyright © 2013, Everest Global, Inc. EGR-2013-1-PD-0979 9 ABC (page 4 of 5) Key CCO investments Description Investment type Year of investment Comments XX Internal 20XX Xx XX Partnership 20XX Xx
  10. 10. Copyright © 2013, Everest Global, Inc. EGR-2013-1-PD-0979 10 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 HighMedium-highLow Medium Market success assessment 2011 2012 CCO revenue US$ million Revenue per FTE US$ ‘000s Industry average ABC Major Contenders Emerging Players Leaders 25thpercentile 25th percentile 75th percentile 75thpercentile CCO delivery capability (Scale, scope, technology, and delivery footprint) Marketsuccess High Low Low High ABC
  11. 11. Copyright © 2013, Everest Global, Inc. EGR-2013-1-PD-0979 11 CCO research calendar Topic Release date December-2013CCO Service Provider Profile Compendium 2013 Q4-2013Business Impact of Attrition Q4-2013Industry-specific CCO Service Provider Landscapes November-2013CCO Service Provider Landscape with PEAK Matrix Assessment 2013 Current July-2013CCO Annual Report 2013: Focus on Customer Experience Management July-2013Defining and Discussing Contact Center Attrition Released September-2013SYNNEX Acquires IBM's Contact Center Business – Canary in the Coal Mine for the CCO Market? November-2013Analytics Business Process Services (BPS) – Deciphering the Analytics Code Q1-2014Contact Center Outsourcing (CCO) – Annual Report 2014
  12. 12. Copyright © 2013, Everest Global, Inc. EGR-2013-1-PD-0979 12 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: info@everestgrp.com Everest Group Two Galleria Tower 13455 Noel Road, Suite 2100 Dallas, TX 75240 katrina.menzigian@everestgrp.com abhishek.menon@everestgrp.com skand.bhargava@everestgrp.com CCOresearch@everestgrp.com
  13. 13. Blogs www.sherpasinblueshirts.com www.gainingaltitudeinthecloud.com Twitter @EverestGroup @Everest_Cloud Stay connected Websites www.everestgrp.com research.everestgrp.com Dallas (Headquarters) info@everestgrp.com +1-214-451-3000 New York info@everestgrp.com +1-646-805-4000 Toronto canada@everestgrp.com +1-647-557-3475 London unitedkingdom@everestgrp.com +44-207-129-1318 Delhi india@everestgrp.com +91-124-284-1000 At a glance  With a fact-based approach driving outcomes, Everest Group counsels organizations with complex challenges related to the use and delivery of the next generation of global services  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  Established in 1991, Everest Group serves users of global services, providers of services, country organizations, and private equity firms in six continents across all industry categories

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