Serco, the international service company, announced today that its global services division has been recognised as a Star Performer and a Leader by leading global research and advisory firm, Everest Group in its Contact Center Outsourcing (CCO) - Service Provider Landscape with PEAK MatrixT Assessment 2014 report. The PEAK Matrix is a framework to assess the absolute market success and overall capability of service providers.
Everest Group's COO report analysed more than 20 service providers on its PEAK Matrix and divided them into three categories - Leaders, Major Contenders, and Emerging Players based on the parameters of performance, experience, ability and knowledge. In addition to the classifications of Leaders, Major Contenders, and Emerging Players, PEAK Matrix also designates eligible service providers with Star Performers status, based on the service providers' relative year-on-year movement on the PEAK Matrix.
Everest Group attributes the following factors for Serco's Star designation:
Recorded revenue growth of over US $100 million
Added 20 clients
Increased FTE headcount by 16%
Added new delivery centres in Saudi Arabia and South Africa
"We are delighted that Serco's global services division is named as a Star Performer in this highly regarded and significant report that features various industry stalwarts," says Susir Kumar, CEO of Serco's Global BPO business. "The Contact Center market is fairly competitive, with leading service providers varying across geographies and industries. For us to have been recognised as one of the Star performers by Everest Group is a significant endorsement of the capabilities that we have built and integrated over the past year."
Those positioned as Leaders on the PEAK Matrix achieved considerable success in winning new opportunities and better price realization attributable to their higher focus on value-added services and greater use of high and medium cost locations for service delivery. "Despite the considerable base of existing business maintained by Leaders, these larger players, such as Serco, continued innovating their offerings and enhancing the value delivered to clients," stated Katrina Menzigian, Vice President, Research, Everest Group.