Introduction

The healthcare industry has witnessed a surge in demand, especially in the United States, with the recent regulatory changes – Patient Protection and Affordable Care Act (PPACA), ICD 10 conversion, and creation of public health exchanges. Faced with this daunting task, the healthcare buyers are looking at service providers to help them upscale, as well as upskill rapidly. The CCO market for the healthcare vertical has grown at around 25% CAGR in the last two years and is expected to maintain high growth rates in the near future, as the regulatory changes are implemented on ground. 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 2014
• Key insights on PEAK Matrix dimensions

Scope of analysis

• More than 1,000 CCO deals signed as of December 2013
• Global coverage across all major languages, geographies, channels, and industries
• Coverage across 17 CCO service providers including Aegis, CGI, EXL, Genpact, HGS, HP, Infosys, Minacs, Serco, Sitel, Sutherland Global Services, Tech Mahindra, Teleperformance, Transcom, Wipro, WNS, and Xerox

Content

This report provides an overview of the Contact Center Outsourcing (CCO) market for the healthcare industry. It provides insights into market size and growth (forecast up to 2015), buyer adoption & scope trends, service provider landscape, service provider positioning on the Everest Group PEAK Matrix, and assessment of the service provider delivery capabilities.

Some of the findings in this report are:

• Healthcare is the fastest growing buyer industry for CCO services, primarily due to the ongoing regulatory reforms and legal compliance requirements in the United States
• Compared to other buyer industries, healthcare recorded relatively higher adoption of non-voice channels. Rising buyer maturity would lead to further increase in revenue share of non-voice channels
• Healthcare CCO has witnessed significant delivery from high-cost locations such as North America. India and Philippines are the next largest locations for delivering healthcare CCO services
• CCO service providers for the healthcare industry can be divided into three categories – CCO specialists, BPO pure-plays, and IT+BPO players
• The healthcare CCO market is fairly competitive, with leading service providers varying across geographies
• Everest Group classifies 17 CCO service providers on the Everest Group Performance | Experience | Ability | Knowledge (PEAK) Matrix into three categories of Leaders, Major Contenders, and Emerging Players. The PEAK Matrix is a framework to assess the relative market success and overall capability of service providers
• Leaders: HP, Sutherland Global Services, Teleperformance, and Xerox
• Major Contenders: Aegis, EXL, Genpact, HGS, Infosys, Minacs, Sitel, Serco, Transcom, Wipro, and WNS
• Emerging Players: CGI and Tech Mahindra
• The PEAK Matrix Leaders, Major Contenders, and Emerging Players were compared to identify differentiating strategy and operational capability across the dimensions of market success, scale, scope, technology, and delivery footprint
• Leaders outperformed other providers across nearly all the metrics assessed. Furthermore, they took to market a broader set of capabilities across channels, processes and technologies

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