The average cost of a full-time business process outsourcing employee in the Philippines is about $19,300 a year, compared with $72,300 in the U.K. and $91,100 in the U.S., according to consulting firm Everest Group. The cost calculation includes salaries and expenses related to benefits, administration, facilities, technology and others. Read more at Bloomberg.
Leading companies are re-imagining their call centers and customer experience to integrate digital models into their voice models. Work volumes are shifting from voice call centers into new channels such as chat apps, email, tweets and other social channels. Companies are adopting these new ways of communicating with customers and integrating them into their customer service models. The digital model is disrupting the call center.
A recent Everest Group study showed that across a number of call center situations, companies eliminated 40 percent of the FTEs in their call centers – while improving customer service. They achieved this by applying Robotic Process Automation (RPA) technology. Read more at Peter’s Forbes blog
The latest report of analyst firm Everest Group shows that call service providers are adopting advanced technology solutions for local services in response to the needs of modern business and in order to save costs by targeting improving customer satisfaction. Read more.
Businesses are moving their contact center outsourcing (CCO) to a surprising place: Onshore. In 2015, the number of CCO contracts with significant onshore delivery rose to 53%, compared to 49% in 2013 and 35% in 2010, according to a recent report from management consulting and research firm Everest Group. Read more.
On July 11, 2016, SYNNEX Corporation and Minacs announced a definitive agreement in which SYNNEX will acquire Minacs and integrate it into its wholly owned subsidiary, Concentrix. In 2013, Concentrix catapulted from a small-sized to a Top 10 call center outsourcing (CCO) player following its acquisition of IBM’s contact center business. This most recent move will establish Concentrix as the fifth largest contact center provider worldwide, with a combined CCO revenue in the US$1.7 billion range and approximately 90,000 contact center agents worldwide.
Everest Group’s recently released CCO PEAK Matrix™ Assessment 2016 identified Concentrix as a Leader. With this acquisition, Concentrix will be able to expand its capabilities across the following dimensions, and further strengthen its position in the Leaders quadrant.
What does this mean for CCO market?
The rise of digital consumers and their need for a more holistic and complete contact center experience has significantly changed the market dynamics within the CCO industry in recent years. The move toward the digital customer experience means that service providers can no longer rely on their key strengths within a set of domains, and need to make sure they have capabilities across the board.
Not surprisingly, to ensure they have capabilities to fulfill digital consumers’ needs, and to be at an advantage as buyers consolidate their portfolio of CCO partners, service providers are actively look at the inorganic route. Indeed, this announcement, the second of this summer, follows Alorica’s acquisition of Expert Solutions Group (EGS) in June, and further highlights the ongoing consolidation trend in the CCO market place, as discussed in our earlier post. We think this market consolidation phase will continue as the battle amongst the large CCO players for the top slot intensifies, with acquisitions being modeled around capability enhancements beyond just scale.
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