Contact Center Outsourcing (CCO) - Annual Report 2013: Focus on Customer Experience Management

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After hitting a low in 2009, CCO has shown a steady uptick over the last two to three years. It showed a growth of 7-8% in 2012 to reach US$65-70 billion. This report provides an overview of the CCO …

After hitting a low in 2009, CCO has shown a steady uptick over the last two to three years. It showed a growth of 7-8% in 2012 to reach US$65-70 billion. This report provides an overview of the CCO market, including market size & adoption trends, key solution characteristics, service provider landscape , and areas of service investment

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  • 1. Topic: Contact Center Outsourcing (CCO) – Annual Report 2013: Focus on Customer Experience Management Contact Center Outsourcing (CCO) Annual Report: July 2013 – Preview Deck Copyright © 2013, Everest Global, Inc. EGR-2013-1-PD-0906
  • 2. Copyright © 2013, Everest Global, Inc. EGR-2013-1-PD-0906 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: – info@everestgrp.com – +1-214-451-3110 Finance & accounting Procurement Human resources Recruitment process Service provider intelligenceGlobal sourcing PricePoint Contact center Transaction Intelligence Healthcare information technology Information technology Cloud Vista BFSI1 business process BFSI1 information technology Market Vista Global services tracking across functions, sourcing models, locations, and service providers – industry tracking reports also available 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  Tracking services | Service providers, locations, risk  Other | Market intelligence, service provider capabilities, technologies, contract assessment
  • 3. Copyright © 2013, Everest Global, Inc. EGR-2013-1-PD-0906 3 Background and methodology of the research Background of the research Post the financial downturn of 2008-2009, the contact center outsourcing (CCO) market has seen robust growth and will grow to US$70-75 billion by 2013. CCO is a mature discipline and conversations between service provider and buyer are increasingly about creating business impact rather than just providing low-cost services. Also, there is an increased push towards inclusion of value-added services within the scope of CCO contracts with focus on enhancing customer experience. In this research study, we analyze the global CCO market from the perspective of buyers, service providers, and technology providers. We focus on:  Market size and growth  Buyer adoption trends  CCO value proposition & solution characteristics  Service provider landscape The scope and methodology of this report includes:  Proprietary database of 400+ CCO contracts; it does not include shared services or Global In-House centers (GICs)  Coverage across 20+ CCO service providers including Aditya Birla Minacs, Aegis, Alorica, FirstSource, Genpact, HP, Mahindra Satyam, NCO-APAC, Serco, Sitel, Sutherland, Sykes, TCS, Teleperformance, Teletech, Transcom Worldwide, Webhelp, WNS, and Xerox
  • 4. Copyright © 2013, Everest Global, Inc. EGR-2013-1-PD-0906 4 Table of contents (page 1 of 2) Section I: Introduction and overview 6 Section II: Summary of key messages 11 Section III: Market size and buyer adoption 14  Summary 15  Market size and growth 16  Contract size and duration 18  Adoption trends by: – Buyer industry 19 – Buyer geography 20 – Languages supported 21 Section IV: Value proposition and solution characteristics 22  Summary 23  Solution trends in CCO 25 – Value proposition 26 – Process scope 27 – Channel mix 31 – Delivery model 34 – Technology 37 – Pricing model 40 Topic Page no.
  • 5. Copyright © 2013, Everest Global, Inc. EGR-2013-1-PD-0906 5 Table of contents (page 2 of 2) Section V: Service provider landscape 43  Summary 44  Service provider classification 46  CCO market share 47  Leading service providers by geography 48  Leading service providers by industry 49  Service provider investments 50 Outlook for 2013-2014 52 Appendix 55  Publicly-announced contracts in 2012 56  Glossary of terms 58  CCO research calendar 60  References 61 Topic Page no.
  • 6. Copyright © 2013, Everest Global, Inc. EGR-2013-1-PD-0906 6 The third-party contact center spend has grown at 7-8% in 2012 to reach US$65-70 billion. After hitting a low in 2009, contract activity (both new and renewals) has shown a steady uptick over the last two to three years. While growth in markets such as United States and United Kingdom flattened out, new demand is being driven by EMEA and APAC indicating that CCO has now become more global. With the CCO industry maturing, buyers are looking for value beyond just labor arbitrage. The conversations are now increasingly targeted at business outcomes. Service providers are focusing on non-voice channel, especially social media and enabler technologies to drive better customer experience. Market size and buyer adoption Overview and abbreviated summary of key messages (page 1 of 2) Some of the findings in this report, among others, are:  The global contact center spend stands at US$300-350 billion of which third-party outsourcing accounts for 20%  Greater adoption of CCO in continental Europe is driven by the need for cost containment. On the other hand, with greater exposure to outsourcing, Asia Pacific and other developing regions have grown at a fair pace. They are expected to continue to show robust growth over the next two to three years  While English is still the predominant language for CCO delivery, service providers have built significant capability in non-English languages as well. Spanish leads adoption amongst the European languages
  • 7. Copyright © 2013, Everest Global, Inc. EGR-2013-1-PD-0906 7 Service provider landscape  CCO market is extremely fragmented with the top 25 players accounting for just 38% of the overall market. The leading service providers in terms of market share differ significantly across geographies and industries  CCO specialists dominate the market with Teleperformance, Atento, and Convergys forming the top three service providers in the CCO space Overview and abbreviated summary of key messages (page 2 of 2) Value proposition and solution characteristics  Not only has CCO contracts witnessed significant broadening of scope over the last two to three years, there is also evidence of inclusion of value-added services, especially performance management, customer retention and customer analytics within the scope  Services providers moved to a balanced delivery model with focus on ensuring scale and skills availability to match buyer needs  While FTE-based pricing continues to be the dominant pricing model in CCO, pricing structures have evolved over time and there are increased instances of hybrid pricing structure
  • 8. Copyright © 2013, Everest Global, Inc. EGR-2013-1-PD-0906 8 This study offers three distinct chapters providing a deep dive into key aspects of the CCO market; below are four charts to illustrate the depth of the report 2011 2012 Outsourced In-house / GICs 100% = Market size estimation Adoption by language Process coverage Service provider landscape Market size for CCO over time US$ billion Overall contact center spend in 2012 US$ billion 2012 English European languages Others 100% = Spanish French German Other European languages Portuguese Italian Swedish 100% = Scale of languages supported Number of FTEs in ‘000s Distribution of European language FTEs Number of FTEs in ‘000s Source: Everest Group (2013) 2008-2010 2011-2012 n = n = Operational services Value-added services Customer service Transaction processing Payment collections Inbound sales services Outbound sales services Performance management Customer retention Channel management Customer analytics Process inclusion within CCO contracts Percentage of contracts Teleperformance Convergys NCO-APAC Sitel Contax Teletech Sykes Aegis Stream Transcom Worldwide Alorica Serco Xerox HP 5-10% CCO specialists BPO pure-plays IT+BPO players <5% 10-15% <5% <% <5% <5% <% <5% <5% 25-30% 15-20% <5% 15-20% 5-10% Atento West Corporation <5% 2012 CCO service provider revenue US$ billion Growth rate 2012-2011 XX% Growth rate
  • 9. Copyright © 2013, Everest Global, Inc. EGR-2013-1-PD-0906 9 CCO research calendar Topic Release date Q3-2013CCO Service Provider Profile Compendium Q3-2013Business Impact of Attrition Q4-2013Industry-specific CCO Service Provider Landscapes July-2013CCO Annual Report 2013: Focus on Customer Experience Management Q3-2013CCO Service Provider Landscape 2013 Current Q3-2013Understanding Attrition Rates in CCO
  • 10. Copyright © 2013, Everest Global, Inc. EGR-2013-1-PD-0906 10 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 Eight Habits of Highly Ineffective Contact Center Outsourcing Relationships (EGR-2012-2-R-0775); 2012. In order to assist enterprises in maximizing the value from their contact center outsourcing relationships, this report examines eight key habits of suboptimal relationships, provides recommendations for structuring strategic partnerships, and assesses implications for building a high impact portfolio 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
  • 11. Copyright © 2013, Everest Global, Inc. EGR-2013-1-PD-0906 11 Everest Group Leading clients from insight to action Everest Group is an advisor to business leaders on the next generation of global services with a worldwide reputation for helping Global 1000 firms dramatically improve their performance by optimizing their back- and middle-office business services. With a fact-based approach driving outcomes, Everest Group counsels organizations with complex challenges related to the use and delivery of global services in their pursuits to balance short-term needs with long-term goals. 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. For more information, please visit www.everestgrp.com and research.everestgrp.com. Dallas (Corporate Headquarters) info@everestgrp.com +1-214-451-3000 New York info@everestgrp.com +1-646-805-4000 Toronto canada@everestgrp.com +1-416-865-2033 London unitedkingdom@everestgrp.com +44-207-129-1318 India / Middle East india@everestgrp.com +91-124-496-1000 Stay connected Blogs www.sherpasinblueshirts.com www.gainingaltitudeinthecloud.com Websites www.everestgrp.com research.everestgrp.com Twitter @EverestGroup @Everest_Cloud