Topic: Everest Group PEAK MatrixTM for CCO Service … · Detailed CCO profile of Teleperformance...

Copyright © 2014 Everest Global, Inc.

This document has been licensed for exclusive use and distribution by Teleperformance

EGR-2014-1-E-1163

Topic: Everest Group PEAK MatrixTM for CCO Service

Providers

Focus on Teleperformance

July 2014

2 Copyright © 2014, Everest Global, Inc.

EGR-2014-1-E-1163

Introduction and scope

Everest Group recently released its report titled “Contact Center Outsourcing (CCO) – Service Provider

Landscape with PEAK Matrix™ Assessment 2014”. This report analyzes the changing dynamics of the CCO

landscape and assesses service providers across several key dimensions.

As a part of this report, Everest Group updated its classification of 20+ service providers on the Everest Group

Performance | Experience | Ability | Knowledge (PEAK) Matrix for CCO into Leaders, Major Contenders, and

Emerging Players. The PEAK Matrix is a framework that provides an objective, data-driven, and comparative

assessment of CCO service providers based on their absolute market success and delivery capability. Everest

Group also identified five service providers as the “2014 CCO Market Star Performers” based on the strongest

forward movement demonstrated on the PEAK Matrix year-on-year.

Based on the analysis, Teleperformance emerged as a Leader and a Star Performer. This document

focuses on Teleperformance’s CCO experience and capabilities and includes:

Teleperformance’s position on the CCO PEAK Matrix

Teleperformance’s year-on-year movement on the CCO PEAK Matrix

Detailed CCO profile of Teleperformance

Buyers can use the PEAK Matrix to identify and evaluate different service providers. It helps them understand

the service providers’ relative strengths and gaps. However, it is also important to note that while the PEAK

Matrix is a useful starting point, the results from the assessment may not be directly prescriptive for each

buyer. Buyers will have to consider their unique situation and requirements, and match them against service

provider capability for an ideal fit.

https://research.everestgrp.com/Product/EGR-2014-1-R-1150/Contact-Center-Outsourcing-CCO-Service-Provider-Landscape-with









EGR-2014-1-E-1163

Everest Group’s definition of the CCO market is

centered on the delivery aspects of customer

interaction

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

Everest Group defines the CCO market as one that includes engagements for which the primary purpose is to support all

forms of direct and indirect (or in support of direct) interactions with customers, external and internal to the buyer

organization, involving 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)

Contact center pyramid

Traditional CCO primarily

focused on individual

operational services

Now increasingly, value-added

services are being included in

CCO

Strategy

Value-added services

Operational services


EGR-2014-1-E-1163

Everest Group PEAK Matrix – 2014 CCO market

standings

Performance | Experience | Ability | Knowledge

Leaders

Major Contenders

Emerging Players

Star Performers

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

EXL

CGI

Infosys

Wipro Genpact

Alorica

Webhelp UK

HGS

Minacs

Transcom

Sutherland

Global Services

Aegis HP

Sitel Serco

Teleperformance

HCL

Xerox

WNS

TCS

Emerging Players

25

th p

erc

en

tile

Mark

et

su

ccess

High

Low

Leaders

75th percentile

75

th p

erc

en

tile

25th percentile

CCO delivery capability

(Scale, scope, technology, delivery footprint, and buyer satisfaction)

Low High

Major Contenders

EGS

Firstsource

Tech Mahindra



EGR-2014-1-E-1163

Teleperformance is a CCO Star Performer based on

strong forward and upward movement over time on the

Everest Group PEAK Matrix

Change in Teleperformance’s position on the Everest Group PEAK Matrix for CCO

Market success in 2013

Posted over US$200 million growth in CCO

revenue in 2013

Increased the number of clients served by 40,

to current tally of over 700

Publicly-announced wins in 2013-2014 include

Her Majesty's Passport Office, UK Home Office,

and Environment Agency (United Kingdom)

High buyer satisfaction driven by robust quality,

pricing, and implementation capabilities

Ma

rke

t s

uc

ce

ss


Major Contenders

Leaders

Capability enhancements in 2013

Teleperformance acquired full control of TLS Contact, strengthening its

position in government sector

Opened eight new centers across Brazil, Colombia, Mexico, Portugal,

Spain, and Dominican Republic in 2013

Established a customer experience lab in Lisbon, Portugal. The lab will

conduct multi-cultural research related to changing customer behaviors,

preferences, and key satisfaction drivers

Launched TP BPO NON-INTERACTION, a new non-voice CRM solution

to further enhance its capabilities in the non-voice segment.

Teleperformance

2014

2013


EGR-2014-1-E-1163

Teleperformance (page 1 of 5)

CCO overview

Recent developments

Enhanced it’s LATAM business by opening eight new centers

across Brazil, Colombia, Mexico, Portugal, Spain, and Dominican

Republic in 2013

Established a customer experience lab in Lisbon, Portugal. The lab

will conduct multi-cultural research related to changing customer

behaviors, preferences, and key satisfaction drivers

Appointed Paulo César Salles Vasques as CEO

Company overview

Teleperformance is a global customer service, technical support, call

center, debt collection, and social media company with 230 contact

centers in 62 countries. The company conducts programs in more

than 63 different languages and dialects in various industries

Key leaders

Daniel Julien, Chairman of the Board

Paulo César Salles Vasques, Chief Executive Officer

Lucio Apollonj, Chairman of the French-speaking market

Yannis Tourcomanis – Chairman of the Southern Europe region

Norbert Van Liemt – Chairman of the Northern & Eastern Europe

Alejandro Perez, Chairman of the Ibero-LATAM region

Brent Welch – Chairman of the English-speaking & Asia-Pacific

region

Headquarter: Paris, France

Website: www.teleperformance.com

3.028 3.236

2012 2013

CCO revenue

In US$ million


138.000 149.000

2012 2013

Scale of CCO

Number of FTEs

680 720

2012 2013

CCO client base

Number of clients

http://www.teleperformance.com/‎


EGR-2014-1-E-1163


CCO capabilities

Key CCO Investments

Description

Investment

type

Year of

investment Comments

CX Lab Internal 2012-2014 Multi-channel customer experience research and development trends labs

Multi-lingual Hubs Internal 2012-2014 Pan-European multi-market outsourced facilities

TP Client Internal 2010-2015 Proprietary CRM Software

New delivery location Internal 2013 Dominican Republic

TP BPO NON-

INTERACTION

Internal 2013 Non-voice CRM solution

TP AVAN Internal 2012 Advanced research and analytics solutions

By language By process By location

Customer

service

Order

fulfillment

and

transaction

processing

Payment collection

Split of CCO FTEs

Number of FTEs


French

Nordics English

Inbound

sales service

Outbound

sales service

44%

14% 11%

10%

5% 4%

4% 8%

70%

10%

10%

5% 5%

Spanish

Portuguese

German Italian

Others

43%

37%

20% Low-cost

Medium-cost

High-cost


EGR-2014-1-E-1163

Key contact center engagements

Client name Region Client since

Sprint Nextel U.S. 1998

France Telecom Europe 1998

Vodafone Group Europe 1999

Apple Computer U.S. and Europe 2000

AT&T U.S. 2002

Sky Latin America 2006


CCO client portfolio

CCO revenue mix

US$ million

39%

31%

30%

North

America,

Western

Europe, and

APAC

Continental

Europe

and MEA

Telecom 33%

15% 14%

14%

5%

19%

Healthcare

BFSI

Others1

By industry

10%

15%

25%

50%

By buyer’s size By geography

More than than

US$10 billion

US$1-5 billion

Less than

US$1 billion

US$5-10 billion

1: Include travel and hospitality, energy and utilities, government and public sector, and other industries


Latin America

Media &

entertainment

Technology


EGR-2014-1-E-1163


CCO location landscape

U.S. (25)

Canada (6)

India (4)

Philippines (11)


CCO delivery location

(Number of centers in each location)

Albania (3)

Algeria (1)

Argentina (5)

Brazil (9)

Chile (2)

China (8) Jamaica (1)

Mexico (15)

Colombia (8) Costa Rica (2)

Dominican Republic (1) Egypt (4) El Salvador (3)

Indonesia (3)

Lebanon (7) Morocco (3)

Singapore (1)

South Africa (3)

Thailand (1) Tunisia (8)

Central & Eastern Europe

Czech Republic (2)

Poland (2)

Romania (1)

Slovakia (1)

Ukraine (1)

Belgium (4)

France (17)

Germany (8)

Italy (5)

Netherlands (4)

Western Europe

Portugal (5)

Spain (19)

Switzerland (1)

UK (20)

Greece (3)

Denmark (1)

Finland (1)

Sweden (4)

Norway (7)

Nordics countries

Moscow (3)

Turkey (3)


EGR-2014-1-E-1163

Teleperformance is a Leader on the Everest Group PEAK Matrix for

CCO


Everest Group assessment

1 Everest Group estimates based on contractual and operational information till December 2013


Delivery capability assessment1

Assessment

dimension Rating Remarks

Scale Has the largest scale in the industry of about

150,000 FTEs

Scope Well diversified across geographies,

languages, and industries

Technology

capability

Deploys proprietary solutions for CRM,

communication, and enabler technologies

Delivery

footprint

Balanced delivery model with scale across

high-, medium-, and low-cost locations

Buyer

satisfaction

Robust quality, pricing, and implementation

drive high buyer satisfaction. However,

analytics capability is less than satisfactory

Teleperformance is a Leader and a Star Performer on the Everest

Group PEAK Matrix for CCO

Emerges as a key player across all market segments due to a balanced

client portfolio across languages and industries. Need to expand its

coverage in the Asia Pacific region to

Balanced delivery mix (onshore-nearshore-offshore) allows it to serve

majority of its clients domestically

In order to maintain its leadership position, it must continue to enhance

capabilities in value-added services and non-voice channels

Overall remarks

720

159

Market success assessment

CCO revenue

US$ million

CCO clients

Number of clients

3.236

693

Teleperformance

Industry Average

367% 353%

High Medium-high Low Medium

Emerging Players 25

th p

erc

en

tile

Mark

et

su

ccess

High

Low

Leaders

75th percentile

75

th p

erc

en

tile

25th percentile



Low High

Major Contenders

Teleperformance


EGR-2014-1-E-1163

Appendix


EGR-2014-1-E-1163

We break 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/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


EGR-2014-1-E-1163

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



25th percentile

25

th p

erc

en

tile

75th percentile

75

th p

erc

en

tile

High

Low

Low High

Leaders

Major Contenders

Emerging Players

Ma

rke

t su

ccess

4th quartile performance across

market success and capability



EGR-2014-1-E-1163

Service providers are positioned on Everest Group

PEAK Matrix based on the 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 and number of

current CCO clients

Measures ability to deliver services successfully.

Captured through five subdimensions

Measures the scale of

operations through:

Overall company

revenue

CCO FTEs

Scale Scope Technology

Delivery capability

Ma

rke

t s

uc

ce

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 Buyer Satisfaction

Measures the satisfaction

levels2 of buyers across:

Goal realization

Process delivery

Implementation

Relationship

management

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

2 Measured through responses from two/three referenced buyers for each service provider


EGR-2014-1-E-1163

Additionally, Everest Group confers the “Star Performers”

title to the providers that demonstrate the strongest

forward movement over time on the PEAK Matrix

Buyer satisfaction has not been considered, as it has been introduced as a separate dimension for the first time in 2014

Alorica, CGI, EXL, HGS, and Wipro were not accounted for in Star Performer analysis due to their first-time participation in the PEAK

Matrix analysis

2014 CCO Star

Performers

Methodology

Everest Group selects Market Star Performers based on the relative YoY movement of each

service provider on the PEAK Matrix

Year 1

Year 0

Service

provider

Ma

rke

t s

uc

ce

ss

Capability

In order to assess advancements on market success,

we evaluate the performance of each service

providers on the PEAK Matrix across a number of

parameters including:

Yearly ACV growth

Number of clients

Number of new clients added

In order to assess advancements on

capability, we evaluate the performance of

each service provider on the PEAK Matrix

across a number of parameters including:

Annual growth in scale

Increase in scope of services

Expansion of delivery footprint

Technology- / domain-specific investments

The top quartile performers on each of the specified

parameters are identified and the “Star Performer”

rating is awarded to the service providers with:

The maximum number of top quartile

performances across all of the above parameters

and

At least one area of top quartile performance in

both market success and capability advancement

The “Star Performers” designation relates to YoY performance for a given service provider and does not

reflect the overall market leadership position. Those identified as “Star Performers” may include

“Leaders”, “Major Contenders”, or “Emerging Players”


EGR-2014-1-E-1163

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


EGR-2014-1-E-1163

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

Blogs

www.sherpasinblueshirts.com

www.gainingaltitudeinthecloud.com

Twitter

@EverestGroup

@Everest_Cloud

Stay connected

Websites

www.everestgrp.com

research.everestgrp.com

Dallas (Headquarters)

[email protected]

+1-214-451-3000

New York

[email protected]

+1-646-805-4000

Toronto

[email protected]

+1-647-557-3475

London

[email protected]

+44-207-129-1318

Delhi

[email protected]

+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

http://twitter.com/EverestGroup

http://twitter.com/Everest_Cloud

http://research.everestgrp.com/

http://research.everestgrp.com/

http://www.everestgrp.com/

mailto:[email protected]





http://www.sherpasinblueshirts.com/

http://www.gainingaltitudeinthecloud.com/

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Topic: Everest Group PEAK MatrixTM for CCO Service … · Detailed CCO profile of Teleperformance...

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