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2010 Leading Providers of Contact Center Outsourcing

Black Book of Outsourcing
March 22, 2011
124 Pages - SKU: BBDM6329219

Abstract Table of Contents Search inside this report Related Reports

Introduction

This report finds that most providers receiving the highest rankings in the 2010 Black Book of Outsourcing survey tended to be large companies with global presence in the contact center outsourcing (CCO) space. The public sector, which includes local/central government and defense, leads in terms of outsourcing activity, providing more than 80% of the outsourcing contracts during H2 2010.

Features and benefits

Results of the world's largest primary research project on customer satisfaction with outsourced contact center service provision.
Analysis of activity by region, industry and service type in the global CCO market.

Highlights

Outsourcing is viewed positively by the majority of users. Most CCO service proviiders in the top 10 list (based on overall satisfaction) suport the operations of large enterprises and have developed delivery centers in offshore and near shore locations.

CCO activity rose in near shore and offshore locations such as India, Australia and Canada during 2010. Emerging technologies such as unified communications (UC) will impact demand of CCO services.

Your key questions answered

Which CCO service providers provide the highest levels of customer satisfaction?
What factors do clients consider most important to outsourced contact center service delivery?

Overview: Introduction; Summary; Methodology
Executive Summary: Pure-play CCO providers received the top rankings; Large and global vendors in the top 10 list; Aggregate TCV of CCO contracts recovered in 2010; Contract renewals, extensions, and service add-ons accounted for 24.7% of aggregate TCV; Local governments are among the leading providers of CCO contracts; Debt collection and technical support services are among the fastest-growing CCO functions; Survey Findings 2010: Overall Satisfaction; Overall satisfaction; Population composition of respondents who ranked CCO service providers; Survey Findings 2010: Performance Criteria
Overview: Requirements awareness; Shared goals; Financial benefits; Risk mitigation; Partnership approach; Problem resolution; Corporate reputation; Skills and resources; Future orientation; Global Contact Center Outsourcing Contracts Activity; Introduction
Overview of global contact center outsourcing contracting activity: Aggregate TCV strengthened in 2010 after witnessing a steep decline in 2009; Contract renewals versus new business; The public sector is a major provider of CCO contracts; The TCV of local government contracts was highest in H1 2010; No single industry captured a major share by number of deals; There was a decline in the number of deals signed by the telecommunications sector; The US and UK-leading awarders of CCO and CRM contracts; A billion-dollar deal in the healthcare sector puts the US in the leading position; Outsourcing of contact center services improves in the UK; The top three vendors represent 51.1 % of aggregate TCV in 2010; Global Contact Center Outsourcing Market Trends; The increasing popularity of offshore destinations is adding to the growth of the CCO market; Demand for debt collection and technical support services is expected to grow more swiftly; Agent attrition and pricing are affecting vendor profitability; Contact center providers are converging on BPO services; Technology expected to drive outsourcing in the call center industry; Vendor Profiles; Introduction; Accenture; Business description; Clients; Revenue breakdown; Major services and solutions; Key facts; Recent developments; Affiliated Computer Services; Business description; Clients; Revenue breakdown; Major services and solutions; Key facts; Recent developments; Alpine Access; Business description; Clients; Major services and solutions; Key facts; Recent developments; Atento; Business description; Clients; Major services and solutions; Key facts; Recent developments; Atos Origin; Business description; Clients; Revenue breakdown; Major services and solutions; Key facts; Recent developments; Capgemini; Business description; Clients; Revenue breakdown; Major services and solutions; Key facts; Recent developments; Convergys; Business description; Clients; Revenue breakdown; Major services and solutions; Key facts; Recent developments; Genpact; Business description; Clients; Revenue breakdown; Major services and solutions; Key facts; Recent developments; HP; Business description; Clients; Revenue breakdown; Major services and solutions; Key facts; Recent developments
IBM: Business description; Clients; Revenue breakdown; Major services and solutions; Key facts; Recent developments; Infosys; Business description; Clients; Revenue breakdown; Major services and solutions; Key facts; Recent developments; Patni; Business description; Clients; Revenue breakdown; Major services and solutions; Key facts; Recent developments; Sitel; Business description; Clients; Major services and solutions; Key facts; Recent developments; Stream Global Services; Business description; Clients; Revenue breakdown; Major services and solutions; Key facts; Recent developments; Tech Team Global; Business description; Clients; Revenue breakdown; Major services and solutions; Key facts; Recent developments; Tele Tech Holdings; Business description; Clients; Revenue breakdown; Major services and solutions; Key facts; Recent developments; Teleperformance; Business description; Clients; Revenue breakdown; Major services and solutions; Key facts; Recent Developments; vCustomer; Business description; Clients; Major services and solutions; Key facts; Recent developments; Vertex; Business description; Clients; Major services and solutions; Key facts; Recent developments; West Corporation; Business description; Clients; Revenue breakdown; Major services and solutions; Key facts; Recent developments
Appendix: Methodology; Further reading; Ask the analyst; Disclaimer
TABLE OF FIGURES: Figure 1: Role of respondents in their organization's outsourcing decisions (637 respondents; multiple responses allowed); Figure 2: Respondent's place of work (n=637); Figure 3: Respondents by location of their company's headquarters (n=637); Figure 4: Which sector does your organization primarily operate in? (n=637); Figure 5: Global contact center outsourcing aggregate TCV and number of deals, H1 2008 to H 2010; Figure 6: Global contact center outsourcing, contract renewals versus new business, 2008-10; Figure 7: Global contact center outsourcing, TCV of deals by industry, 2010; Figure 8: Global contact center outsourcing, number of deals by industry, 2010; Figure 9: Global contact center outsourcing, number of deals by geography, 2010; Figure 10: Global contact center outsourcing, TCV of deals by geography, 2010; Figure 11: Global contact center outsourcing, TCV of deals by vendor, 2010; Figure 12: Global contact center outsourcing, number of deals by vendor, 2010; Figure 13: Global BPO market, by function, 2009
TABLE OF TABLES: Table 1: Scoring key for overall satisfaction ranking; Table 2: Ranking of the global contact center outsourcing service providers by overall satisfaction; Table 3: Scoring key for performance criteria questions; Table 4: Ranking of global contact center outsourcing service providers (1); Table 5: Ranking of the global contact center outsourcing service providers (2); Table 6: Ranking of the global contact center outsourcing service providers by requirements awareness; Table 7: Ranking of the global contact center outsourcing service providers by shared goals; Table 8: Ranking of the global contact center outsourcing service providers by financial benefits; Table 9: Ranking of the global contact center outsourcing service providers by risk mitigation; Table 10: Ranking of the global contact center outsourcing service providers by partnership approach; Table 11: Ranking of the global contact center outsourcing service providers by problem resolution; Table 12: Ranking of the global contact center outsourcing service providers by corporate reputation; Table 13: Ranking of the global contact center outsourcing service providers by skills and resources; Table 14: Ranking of the global contact center outsourcing service providers by future orientation; Table 15: Overview of global contact center outsourcing contracting activity, H1 2008 to H2; Table 16: Global contact center outsourcing, TCV by industry ($m), H1 2008 to H2 2010; Table 17: Global contact center outsourcing, number of deals by industry, H1 2008 to H2 2010; Table 18: Global contact center outsourcing, number of deals by geography, H1 2008 to H2 2010; Table 19: Global contact center outsourcing, TCV by geography ($m), H1 2008 to H2 2010; Table 20: Global contact center outsourcing services, number of APs (000s), 2007-13; Table 21: Accenture: revenue breakdown ($m), 2009-10; Table 22: Accenture: services and solutions; Table 23: Accenture: key facts; Table 24: ACS: services and solutions; Table 25: ACS: key facts; Table 26: Alpine Access: services and solutions; Table 27: Alpine Access: key facts; Table 28: Atento: services and solutions; Table 29: Atento: key facts; Table 30: Atos Origin: revenue breakdown (€m), 2008-09; Table 31: Atos Origin: services and solutions; Table 32: Atos Origin: key facts; Table 33: Capgemini: revenue breakdown (€m), 2009; Table 34: Capgemini: services and solutions; Table 35: Capgemini: key facts; Table 36: Convergys: revenue breakdown ($m), 2010; Table 37: Convergys: services and solutions; Table 38: Convergys: key facts; Table 39: Genpact: revenue breakdown ($m), 2008-09; Table 40: Genpact: services and solutions; Table 41: Genpact: key facts; Table 42: HP: revenue breakdown ($m), 2009-10; Table 43: HP: services and solutions; Table 44: HP: key facts; Table 45: IBM: revenue breakdown ($m), 2008-09; Table 46: IBM: services and solutions; Table 47: IBM: key facts; Table 48: Infosys: revenue breakdown (INRm), 2009-10; Table 49: Infosys: services and solutions; Table 50: Infosys: key facts; Table 51: Patni: revenue breakdown ($m), 2008-09; Table 52: Patni: services and solutions; Table 53: Patni: key facts; Table 54: Sitel: services and solutions; Table 55: Sitel: key facts; Table 56: Stream Global Services: revenue breakdown ($m), 2008-09; Table 57: Stream Global Services: services and solutions; Table 58: Stream Global Services: key facts; Table 59: TechTeam: revenue breakdown ($m), 2008-09; Table 60: TechTeam: services and solutions; Table 61: TechTeam: key facts; Table 62: Tele Tech: revenue breakdown ($m), 2009; Table 63: Tele Tech: services and solutions; Table 64: Tele Tech: key facts; Table 65: Teleperformance: revenue breakdown ($m), 2008-09; Table 66: Teleperformance: services and solutions; Table 67: Teleperformance: key facts; Table 68: vCustomer: services and solutions; Table 69: vCustomer: key facts; Table 70: Vertex: services and solutions; Table 71: Vertex: key facts; Table 72: West Corp: revenue breakdown ($m), 2009-10; Table 73: West Corp: services and solutions; Table 74: West Corp: key facts

2010 Leading Providers of Contact Center Outsourcing

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