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

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. Copyright © 2013, Everest Global, Inc.
EGR-2013-1-PD-0979
2
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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
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Locations InsiderTM
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Cloud VistaTM
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Global services tracking across functions, sourcing models, locations, and service
providers – industry tracking reports also available

3. Copyright © 2013, Everest Global, Inc.
EGR-2013-1-PD-0979
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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. Copyright © 2013, Everest Global, Inc.
EGR-2013-1-PD-0979
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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.

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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. Copyright © 2013, Everest Global, Inc.
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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. Copyright © 2013, Everest Global, Inc.
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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. Copyright © 2013, Everest Global, Inc.
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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. Copyright © 2013, Everest Global, Inc.
EGR-2013-1-PD-0979
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ABC (page 4 of 5)
Key CCO investments
Description
Investment
type Year of investment Comments
XX Internal 20XX Xx
XX Partnership 20XX Xx

10. Copyright © 2013, Everest Global, Inc.
EGR-2013-1-PD-0979
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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. Copyright © 2013, Everest Global, Inc.
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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. Copyright © 2013, Everest Global, Inc.
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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

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