Announcing the 2014 CCO Market Leaders based on Everest Group Performance | Experience | Ability | Knowledge (PEAK) Matrix

1. GLOBAL PREVIEW
EGR-2014-1-MM-1151
P E R F O R M A N C E
E X P E R I E N C E
A B I L I T Y
K N O W L E D G E
2 0 1 4 G L O B A L P R E V I E W
Contact Center Outsourcing (CCO) Service Providers’ Assessment
Analyst Panel
Katrina Menzigian
Abhishek Menon
Skand Bhargava
Cyril Thomas

2. Proprietary & Confidential. © 2014, Everest Global, Inc. 2
2014 Global Preview
Everest Group PEAK Matrix for CCO
Methodology
The PEAK Matrix is a framework to assess the relative market success and overall capability of service
providers. Service providers are positioned on the PEAK Matrix based on evaluation across two key
dimensions
 Market success measured by CCO revenue and number of current CCO clients
 Delivery capability measured by scale of operations, scope, technology, delivery footprint, and buyer
satisfaction
Announcing the 2014 CCO Market Leaders
Serco, Sitel, Teleperformance, and Xerox are the current Leaders on
Everest Group’s PEAK Matrix for CCO based on their market successes
and CCO delivery capabilities.
The 2014 PEAK Matrix for CCO is based on 1,000+ CCO contracts
signed by 20+ service providers.
Everest Group Performance | Experience | Ability | Knowledge (PEAK) Matrix for CCO
EXL
CGI
Infosys
WiproGenpact
Alorica
Webhelp UK
HGS
Minacs
Transcom
Sutherland
Aegis HP
SitelSerco
Teleperformance
HCL
Xerox
WNS
TCS
Emerging Players
25thpercentile
High
Low
Leaders
75th percentile
75thpercentile
25th percentileLow High
Major Contenders
EGS
Firstsource
Tech Mahindra
Marketsuccess
CCO delivery capability
(Scale, scope, technology, delivery footprint, and buyer satisfaction)
Leader
Major Contender
Emerging Player
Star Performer
Everest Group also identified five service providers as “2014 CCO Market Star Performers” – Serco,
Teleperformance, Webhelp UK, WNS, and Xerox. This was based on the relative year-over-year movement of
different service providers on the PEAK Matrix.
Note: Notwithstanding the acquisition of Aegis USA Inc. by Teleperformance, both service providers are analyzed separately in
this report as it is based on the data collected in 2013

3. Proprietary & Confidential. © 2014, Everest Global, Inc. 3
Being a mature, highly fragmented, and competitive market, the
CCO market has seen slow organic growth and a shift towards
consolidation with a high number of acquisitions. With customer
analytics becoming table stakes, we see service providers
investing in social media, multi-channel solutions, and industry-
specific solutions to differentiate themselves in the market place
and drive growth.
– Katrina Menzigian, Vice President
”
“
2014 Global Preview
CCO Service Provider Assessment
CCO services assessment dashboard High Medium-high LowMedium
Service provider
Delivery capability
Market
successScale Scope
Technology
capability
Delivery
footprint
Buyer
satisfaction Overall
Aegis
Alorica
CGI
EGS
EXL
FirstSource
Genpact
HCL
HGS
HP
Infosys
Minacs
Serco
Sitel
Sutherland Global Services
TCS
Tech Mahindra
Teleperformance
Transcom
Webhelp UK
Wipro
WNS
Xerox

4. Proprietary & Confidential. © 2014, Everest Global, Inc. 4
In the 63-page report, Contact Center Outsourcing (CCO) – Service Provider Landscape
with PEAK MatrixTM Assessment 2014, 20+ CCO service providers are categorized into
Leaders, Major Contenders, and Emerging Players. This report is available for purchase:
https://research.everestgrp.com/Product/EGR-2014-1-R-1150.
Additional Information
Publications
 Contact Center Outsourcing
(CCO) – Annual Report 2014:
Changing Times, Evolving
Value Proposition
 The Business Impact of
Contact Center Attrition
Custom services
 Strategic Engagement
Review
 Benchmarking (price, service
levels, delivery metrics)
 Market opportunity
assessment
 M&A support
 Service provider assessment
Other CCO offerings
www.everestgrp.com | research.everestgrp.com | www.sherpasinblueshirts.com
For more information about Everest Group, please contact:
+1-214-451-3000 | info@everestgrp.com
More details on the full report
Our global services research offerings
1 Banking, financial services, and insurance
Global CCO service provider market share
CCO service provider revenue
2012; US$ million
CCO specialists
BPO pure-plays
IT+BPO players
Service provider 1
Service provider 2
Service provider 3
Service provider 4
Service provider 5
Service provider 6
Service provider 7
Service provider 8
Service provider 9
Service provider 10
Service provider 11
Service provider 12
Service provider 13
Service provider 14
Service provider 15
Service provider 16
Service provider 17
Service provider 18
Service provider 19
Service provider 21
Service provider 22
Service provider 20
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
Service provider assessment on PEAK Matrix dimensions
Deliverycapability
Market success
Scale
1
Scope
3
Technology capability
4
Buyer satisfaction
6
PEAK Matrix dimensions
2
Delivery footprint
5
Emerging service provider trends
3. Development
of customer
experience labs
CCO service
provider
emerging
trends