The ability to provide wide-ranging contact centre services across verticals and geographies has long been the goal of players in this space. To do so with high levels of customer satisfaction is an even more ambitious goal, says Datamonitor.
The independent analyst's new report, "Decision Matrix: Selecting a Contact Centre Outsourcing Vendor", reveals the five global players that it says have proven themselves capable of doing so.
The report assesses nine global contact centre outsourcers across three dimensions, including client satisfaction, services and technologies assessment, and market impact. The result was the classification of these firms into 'shortlist', 'consider' and 'explore' categories.
The five companies that made the shortlist are Teleperformance, TeleTech, Sitel, EDS and Convergys. Datamonitor's research indicated these five companies had sufficient levels of market impact to provide clients with the stability needed for long-term relationships.
In addition, the analyst said each firm had varied and sophisticated offerings that could satisfy the needs of clients across vertical markets in multiple geographies and languages. It was also noted that each of these companies were strong with regards to the various contact centre services they offer.
When it came to client satisfaction, results among the market leaders were varied, with some performing significantly stronger than others, says the analyst. Minacs and Sykes deserved to make it to the 'consider' category, says Datamonitor. "Prospective clients should examine each to assess whether they would be able to meet their exact needs."
According to the analyst, while each of these companies performed relatively well in terms of client satisfaction, market impact scores were lower than the five short-listed candidates. In addition, specialisation in particular functions or verticals were seen as potentially limiting.
ICT Group and Stream were candidates that Datamonitor said should be considered for exploration. "While both have demonstrated leadership in their own right within the contact centre outsourcing space, research indicates Stream's focus around technical support may lessen its chance of winning contracts in other functional areas. In the case of the ICT Group, its low market impact score, coupled with limited capabilities in languages, means potential concerns when bidding for global contracts."
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