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2014 North America Contact Center Outsourcing Buyer’s Guide

This study is divided into four sections:

A. Section 1 provides analyst commentary on the most important market forces affecting outsourcing trends for 2014. This is based on extensive primary and secondary research. Given the maturity of the North American market, we expect that these trends will extend well into 2017.
B. Section 2 highlights the top-performing global BPO providers (as measured by their North America revenues specifically). The purpose is to provide enterprise organizations with a fundamental assessment of these providers and their capabilities in a single report. Each one of these companies strives to deliver excellent customer care and many have unique outsourcing solutions. Service providers are listed in alphabetical order.
C. Conclusion
D. Appendix and Exhibits

Note that the context of this report considers customer contacts (via both voice and non-voice channels) that originate in North America, regardless of whether the providers’ agent and automated services are delivered from onshore, near shore, or offshore sites (ie, revenues are derived from the activity of client customers that are based in North America, regardless of the fulfillment model).

Introduction

The ongoing jostle for pre-eminence in customer care BPO in the region of North America is entering an important new phase. Like the original “Great Game” – a foreign policy term associated with the geopolitical machinations of the Great Powers and regional powers vying for geopolitical standing and influence in Central Asia – the business struggle sketched out in this Frost & Sullivan research guide is perhaps only slightly less colorful. Rising regional powers such as Teleperformance, Qualfon, and Alorica now face an alliance of Convergys and Stream Global Services, while South Asia-headquartered players such as Firstsource and Aegis only grow in confidence and aggression. A gallery of leaders of varied backgrounds and their staffs map out plans for victory – some coming, many going, a choice few staying – as the landscape flickers with the fog of battle and the heat of their ambitions.

Table Of Contents

The Great Game: The Struggle for North America Leadership in Customer Care Outsourcing
6
SECTION ONE: MARKET TRENDS 8
Business Challenges 8
Current Delivery and Staffing Models 8
Analyst Observations: Consumer Behaviors and the Impact on Customer Care Service Delivery 9
The Game Changer: BPO Innovation up and across the Value Chain 10
An ‘Always on' Omni-channel Consumer 10
One Possible Difference Maker: Domain Expertise 11
Unrelenting Pressure on Operational Excellence 12
Healthcare Reform: Impacts on the Customer Care Market 13
The New face of Customer Care: Shifting from Treating Sickness to Promoting Patient Wellness 15
Frost and Sullivan Best Practice Awards for Customer Care Outsourcing 16
Pricing Models and Stability in the Market 17
A Distributed Workforce and Work at Home Agent (WAHA) Growth 18
The Rise of Nearshore Destinations 19
SECTION TWO: COMPANY PROFILES 21
AEGIS Limited 21
Overview 21
Highlights 21
Strengths and Weaknesses 22
Recommendations for Buyers 23
ALORICA 24
Overview 24
Highlights 24
Strengths and Weaknesses 25
Recommendations for Buyers 26
CONCENTRIX 27
Overview 27
Highlights 27
Strengths and Weaknesses 28
Recommendations for Buyers 29
CONVERGYS 30
Overview 30
Highlights 30
Strengths and Weaknesses 32
Recommendations for Buyers 33
EXPERT GLOBAL SOLUTIONS (EGS) 34
Overview 34
Highlights 34
Strengths and Weaknesses 35
Recommendations for Buyers 36
FIRSTSOURCE SOLUTIONS 37
Overview 37
Highlights 37
Strengths and Weaknesses 38
Recommendations for Buyers 38
GENPACT 39
Overview 39
Highlights 39
Strengths and Weaknesses 41
Recommendations for Buyers 42
HP Enterprise Services 43
Overview 43
HP Customer Engagement Management Services 43
Highlights 45
Strengths and Weaknesses 46
Recommendations for Buyers 46
MINACS 47
Overview 47
Highlights 47
Strengths and Weaknesses 49
Recommendations for Buyers 50
SITEL 51
Overview 51
Highlights 52
Strengths and Weaknesses 53
Recommendations for Buyers 53
STARTEK 55
Overview 55
Highlights 55
Strengths and Weaknesses 56
Recommendations for Buyers 57
SUTHERLAND GLOBAL SERVICES 57
Overview 57
Highlights 58
Strengths and Weaknesses 58
Recommendations for Buyers 59
SYKES 59
Overview 59
Highlights 59
Strengths and Weaknesses 61
Recommendations for Buyers 62
TELEPERFORMANCE GROUP 63
Overview 63
Highlights 63
Strengths and Weaknesses 64
Recommendations for Buyers 66
ELETECH 68
Overview 68
Highlights 68
Strengths and Weaknesses 70
Recommendations for Buyers 71
WEST 73
Overview 73
Highlights 73
Strengths and Weaknesses 74
Recommendations for Buyers 76
XEROX 78
Overview 78
Highlights 78
Strengths and Weaknesses 79
Recommendations for Buyers 80
SECTION THREE: CONCLUSIONS 81
Market Challenges 2014-2017 81
Caveat Emptor: Buyer Beware 82
SECTION FOUR: APPENDIX 85
Outsourcer Selection 2014 Survey Data Samples 85
Methodology 85
Legal Disclaimer 92
The Frost and Sullivan Story 93

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