India, July 30, 2014 – 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 Matrix™ 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 & 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.
Serco is an international service company, which combines commercial know-how with a deep public service ethos. Around the world, we improve essential services by managing people, processes, technology and assets more effectively. We advise policy makers, design innovative solutions, integrate systems and – most of all – deliver to the public. Our Global BPO business has more than 60,000 employees over 100 locations, with a presence in 13 countries providing the complete spectrum of business services to customers in the public and private sector around the world. As a dynamic global service organisation, our people have the expertise and intimate knowledge of our customers’ markets as well as best practice processes and technologies to exceed expectations. We have the vision, agility and determination to deliver cutting-edge business process solutions and set ever-higher standards in the markets we serve.