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

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

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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

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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.

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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.

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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

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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

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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

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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

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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
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

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