Contact Center Outsourcing (CCO) Market for the Healthcare Industry – Service Provider Landscape with PEAK Matrix™ Assessment 2017

31 Jan 2017
by Sharang Sharma, Skand Bhargava

The healthcare Contact Center Outsourcing (CCO) market continued its growth trajectory at 8-10% in 2015-2016, above the market rate of the global CCO market, to reach an overall size of US$7.0-7.5 billion. Over the last two years, consumerism has increased within the healthcare industry, which has given rise to the need for year-round healthcare support. This is expected to be a core driver of future growth in the global healthcare CCO market. The CCO service providers are also looking at diversifying their buyer portfolios of healthcare CCO clients. To this, they have added more pharmaceuticals and life sciences players. These new clients are looking to leverage the expertise of CCO service providers to enhance their customer service quality. Service providers recognize this growth opportunity and are building relevant delivery capabilities to ensure long term success, rather than limiting themselves to short term gains.

In this research, we analyze the healthcare CCO market across the following dimensions:

  • Market overview and buyer adoption trends
  • Service provider landscape
  • Healthcare CCO PEAK Matrix 2017
  • Key insights on the PEAK Matrix dimensions

Scope of analysis

  • More than 2,500 CCO deals signed as of December 2013
  • Global coverage across all major languages, geographies, channels, and industries
  • Coverage across 13 CCO service providers including Aegis, Alorica, Concentrix, Conduent, Conduit Global, Convergys, Dell, HGS, iQor, Sutherland Global Services, Teleperformance, TeleTech, and Wipro

Content

This report provides an overview of the CCO market for the healthcare industry. It provides insights into market size & growth, buyer adoption & scope trends, service provider landscape, service provider positioning on the Everest Group PEAK Matrix, and an assessment of the service provider delivery capabilities.

Some of the findings in this report are:

  • The global healthcare CCO market currently stands at US$7.0-7.5 billion in revenue, and it grew at 8-10% CAGR in the last 12-18 months
  • Healthcare payers contribute to the highest volumes and revenue in the industry, however new growth is being driven by other segments in the market such as pharmaceuticals, healthcare providers, and medical devices
  • Voice remains the most preferred channel for healthcare CCO, driven by demographics constituting older generation consumers and the urgency of information involved while seeking healthcare support
  • CCO service providers for the healthcare industry can be divided into three categories – CCO specialists, BPO pure-plays, and IT+BPO players
  • Everest Group’s PEAK Matrix categorizes CCO service providers for healthcare into Leaders, Major Contenders, and Aspirants based on their market success and overall MSP delivery capability
  • Based on Everest Group’s 2017 CCO PEAK Matrix for healthcare, the 13 established service providers evaluated are segmented into three categories:
    • Leaders: Alorica, Conduent, and Teleperformance
    • Major Contenders: Concentrix, Convergys, Dell, HGS, iQor, Sutherland Global Services, TeleTech, and Wipro
    • Aspirants: Aegis and Conduit Global
  • The PEAK Matrix Leaders, Major Contenders, and Aspirants were compared to identify differentiating strategy and operational capability across the dimensions of market success, scale, scope, technology, and delivery footprint

Everest Group has a complimentary four-page PEAK Matrix preview document for this service provider landscape report.

Membership(s)

Contact Center Outsourcing

 

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