Topic: Everest Group PEAK Matrix TM for CCO Service Providers

Transcription

1 Topic: Everest Group PEAK Matrix TM for CCO Service Providers Focus on Teleperformance February 2014 Copyright 2014 Everest Global, Inc. This document has been licensed for exclusive use and distribution by Teleperformance

2 Everest Group s definition of the CCO market is centered on the delivery aspects of customer interaction Contact center pyramid Strategy Value-added services Operational services Strategy Channel management Customer analytics Customer retention management Performance management & reporting Outbound sales services Inbound sales services Order fulfillment and transaction processing Payment collections Customer service Customer interaction technology Traditional CCO primarily focuses on individual operational services Increasingly, value-added services are included in CCO 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) Source: Everest Group (2014) 2

3 Everest Group PEAK Matrix 2013 CCO market standings Performance Experience Ability Knowledge Everest Group Performance Experience Ability Knowledge (PEAK) Matrix for CCO 1 Market success High 25 th percentile Major Contenders Cognizant Capita HCL WNS Infosys FirstSource TCS Webhelp 75 th percentile Leaders Teleperformance EGS Xerox Sitel Teletech Sykes Serco Transcom Aegis HP Sutherland Global Services Aditya Birla Minacs Tech Mahindra Genpact 75 th percentile Leader Major Contender Emerging Player Low Low Emerging Players 25 th percentile CCO delivery capability (Scale, scope, technology, and delivery footprint) 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) 3

4 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 Leaders 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 Market success Major Contenders Teleperformance CCO delivery capability 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 4

5 Teleperformance (page 1 of 4) CCO overview 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: Scale of CCO Number of FTEs in 000s Recent developments Launched five EMEA multilingual hubs Teleperformance facilities in China and Colombia become LEED Certified and in Germany and United Kingdom became ISO certified Split of CCO FTEs Number of FTEs in 000s By location By language By process 100% = % = % = 1.06 Outbound sales Low-cost Other languages service 3% 3% 15% 10% European English 44% 53% 29% 56% Medium-cost languages High-cost 87% Order fulfillment and transaction processing (0.4%) Customer service Source: Everest Group (2014) 5

6 Teleperformance (page 2 of 4) CCO location landscape CCO delivery location Canada U.S. Mexico Jamaica El Salvador Costa Rica Dominican Republic Colombia Sweden Norway Finland Belgium Netherlands UK Denmark Germany Poland France Slovakia Switzerland Spain Romania Italy Albania Portugal Greece Tunisia Lebanon Morocco Algeria Egypt Czech Republic Russia Ukraine China India Hongkong Thailand Philippines Singapore Indonesia Brazil Chile Argentina South Africa Source: Everest Group (2014) 6

7 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 Multi-channel customer experience research & development trends labs Multi-lingual Hubs Internal Five pan-european multi market outsourced facilities Dominican Republic Internal 2013 Nearshore delivery center TP FLOWARD Internal 2013 Non-voice CRM BPO global solution 7

8 Teleperformance (page 4 of 4) Everest Group assessment Teleperformance is a Leader on the Everest Group PEAK Matrix for CCO 75 th percentile High Leaders Major Contenders Market success 25 th percentile Teleperformance Emerging Players Low Low 25 th percentile High CCO delivery capability (Scale, scope, technology, and delivery footprint) 75 th percentile Delivery capability assessment 1 Assessment dimension Rating Remarks Scale Largest contact center provider with over 100,000 FTEs and 680 clients Scope Technology capability Delivery footprint Low Medium Medium-high Balanced presence across all geographies, industries, and languages Investments made to develop solutions across CRM and enabler technologies Balanced delivery model with scale across high-, medium-, and low-cost locations High Market success assessment CCO revenue US$ million 2,743 3,028 Revenue per FTE US$ 000s Industry average Teleperformance 1 Everest group estimates based on contractual and operational information till December 2012 Source: Everest Group (2014) 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 8

9 Appendix 9

10 Everest Group breaks each element into subprocesses of the customer interaction value chain 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 Customer analytics Customer profiling and segmentation Big data / social media monitoring and analysis Customer satisfaction tracking Customer interaction technology Technology adoption strategy Solution hosting, maintenance, and support Strategy Channel management Customer analytics Customer retention management Performance management & reporting Outbound sales services Inbound sales services Order fulfillment and transaction processing Payment collections Customer service Customer interaction technology Strategy Value-added services Operational services Customer retention management Customer lifecycle management Customer experience management Loyalty programs Performance management & reporting SLA adherence Key performance metrics Performance optimization Operational and management reporting Outbound sales services Outbound sales Telesales Telemarketing Data management Data collection Data cleansing and refresh Inbound sales services Inbound sales Cross- / up-selling 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 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 10

11 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 Market success (total revenue) High 25 th percentile Low Low Major Contenders 2 nd or 3 rd quartile performance across market success and capability 4 th quartile performance across market success and capability Emerging Players 75 th percentile 25 th percentile CCO delivery capability 1 (Scale, scope, technology, and delivery footprint) Leaders Top quartile performance across market success and capability High 75 th percentile 1 Service providers scored using Everest Group s proprietary scoring methodology given on page 13 Source: Everest Group (2014) 11

12 Service providers are positioned on Everest Group PEAK Matrix based on evaluation of two key dimensions Leaders Measures success achieved in the market. Captured through CCO revenue Market success Major Contenders Emerging Players Delivery capability Measures ability to deliver services successfully. Captured through four subdimensions Scale Scope Technology capability Delivery footprint Measures the scale of operations through: Overall company revenue Number of current CCO clients CCO FTEs 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 1 North America, Latin America, Western Europe, Eastern Europe, Australia & New Zealand, India, Philippines, Rest of Asia, and Middle East & Africa Measures the delivery footprint and the global sourcing mix through: Delivery footprint across nine regions 1 Balanced shoring capability 12

13 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 13

14 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 ( 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 14

15 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 Dallas (Headquarters) [email protected] New York [email protected] Toronto [email protected] London [email protected] Delhi [email protected] Stay connected Websites Blogs