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.
3 Copyright © 2014, Everest Global, Inc.
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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
4 Copyright © 2014, Everest Global, Inc.
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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
Source: Everest Group (2014)
5 Copyright © 2014, Everest Global, Inc.
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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
CCO delivery capability
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
6 Copyright © 2014, Everest Global, Inc.
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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
Source: Everest Group (2014)
138.000 149.000
2012 2013
Scale of CCO
Number of FTEs
680 720
2012 2013
CCO client base
Number of clients
7 Copyright © 2014, Everest Global, Inc.
EGR-2014-1-E-1163
Teleperformance (page 2 of 5)
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
Source: Everest Group (2014)
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
8 Copyright © 2014, Everest Global, Inc.
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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
Teleperformance (page 3 of 5)
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
Source: Everest Group (2014)
Latin America
Media &
entertainment
Technology
9 Copyright © 2014, Everest Global, Inc.
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Teleperformance (page 4 of 5)
CCO location landscape
U.S. (25)
Canada (6)
India (4)
Philippines (11)
Source: Everest Group (2014)
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)
10 Copyright © 2014, Everest Global, Inc.
EGR-2014-1-E-1163
Teleperformance is a Leader on the Everest Group PEAK Matrix for
CCO
Teleperformance (page 5 of 5)
Everest Group assessment
1 Everest Group estimates based on contractual and operational information till December 2013
Source: Everest Group (2014)
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
CCO delivery capability
(Scale, scope, technology, delivery footprint, and buyer satisfaction)
Low High
Major Contenders
Teleperformance
12 Copyright © 2014, Everest Global, Inc.
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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
13 Copyright © 2014, Everest Global, Inc.
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
CCO delivery capability
(Scale, scope, technology, delivery footprint, and buyer satisfaction)
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
Source: Everest Group (2014)
14 Copyright © 2014, Everest Global, Inc.
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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
15 Copyright © 2014, Everest Global, Inc.
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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”
16 Copyright © 2014, Everest Global, Inc.
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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
17 Copyright © 2014, Everest Global, Inc.
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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
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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