Gartner Magic Quadrant for Customer Service BPO 2022
As contact centers struggle to meet increasing contact volumes, many companies are turning to outsourcers to deliver customer service experiences. Yet, deciphering which BPO is the best fit is often a difficult task.
Luckily, leading CX research firm Gartner has released its much-awaited 2022 Magic Quadrant report for Customer Service BPO.
In doing so, the analyst isolates the strengths and cautions of global BPO players, enabling companies to whittle down their prospects and pinpoint leaders in the field.
Evaluating the service of 17 prominent operators in the space, Gartner identifies ten market leaders.
The Definition of a Customer Service BPO
Gartner defines a customer service business process outsourcer (BPO) as a third party handling delegated customer service-related activities to assist clients.
Such activities may include supporting technology implementations and integrations, infrastructure management, and reporting, alongside contact handling across various channels.
BPOs within the 2022 Magic Quadrant must also demonstrate the following “core capabilities”:
- Global operations with “onshore, nearshore, and offshore” service delivery
- Expertise and experience support clients across multiple industries
- Digital services – including expertise in conversational AI
- Knowledge in utilizing the solutions of numerous customer service vendors
- Agent support resources and services
- Experience in business process design, alongside business process management
- Innovation and thought leadership across critical technology, people, and process areas
When assessing the offerings of 17 BPOs that meet these criteria, Gartner divides each provider into four categories: Leaders, Challengers, Visionaries, and Niche Players. Here, we review them all.
THE 2022 CUSTOMER SERVICE BPO MAGIC QUADRANT LEADERS
Leaders in the Magic Quadrant demonstrate a complete vision for supporting companies – across many sectors – in every aspect of their customer service. In addition, they boast a proven ability to execute this vision, providing worldwide service delivery operations and vast experience in handling a myriad of CX technologies. This year’s leaders are:
- Teleperformance
- Alorica
- TTEC
- Atento
- HGS
- Sitel Group
- Wipro
- Tech Mahindra
- Sutherland
- Webhelp
Teleperformance
By revenue and geographical footprint, Teleperformance is the world’s largest customer service BPO. Through its TP Cloud Campus, a bespoke work from home (WFH) platform, Teleperformance operates with a remarkable reach and scale. Gartner highlights this as a critical strength that differentiates the outsourcer, alongside its digital innovation and impressive client retention rates.
Alorica
Supporting clients across 14 different industries, Alorica receives specific recognition in the Magic Quadrant report for its response to the COVID-19 pandemic. Gartner praises its newfound agility, enhanced WFH solution, and business continuity plans, alongside the BPO’s ability to build “positive” employee experiences, which has resulted in top-notch talent development and retention.
TTEC
With 62,000 employees spread over six continents, TTEC interacts with customers in 50 languages and dialects. Such capabilities enable a differentiated client experience, for which the BPO garners praise from Gartner. The market analyst also points towards the AI-enabled functionality of the TTEC Digital and TTEC Engage platforms, alongside its intent mapping and intelligent routing solutions as significant strengths.
Atento
Headquartered in Madrid, Spain, Atento holds an ISO 56002 certification, unique for BPO vendors. As such, the company boasts advanced skills in developing and deploying innovations, with Gartner isolating its CCaaS and CEM integrations as a substantial differentiator. The research firm also highlights employee experience and biometrics-fuelled security processes as plus points.
HGS
With customer service delivery operations in India, North America, the UK, UAE, Jamaica, and the Philippines, HGS benefits from a large global presence. Yet, no matter where the service team is based, its HGS PULSE platform provides extensive contact center analytics and insights into agent performance. Gartner applauds this capability alongside its support to clients who wish to deploy AI-enabled self-service.
Sitel Group
2021 was a big year for Sitel Group, acquiring SYKES. The deal increased its capacity to 167,000 employees working for clients across 18 different industries. Meanwhile, the BPO also enhanced its EXP+ and Sitel MAX platforms, with the latter bolstering employee experiences. Perhaps this contributes to the high employee satisfaction rates highlighted in the report, which also commends Sitel for its data security and risk mitigation solutions.
Wipro
With 17 global design studios, Wipro is a BPO that prioritizes innovation. Gartner recognizes this, noting its extensive technology portfolio as a forte, enabling clients to customize CX solutions that enhance assisted and unassisted channel performance. In 2021, Wipro furthered these capabilities – alongside customer journey mapping tools, digital transformation expertise, and cross-industry knowledge – with a series of acquisitions.
Tech Mahindra
The third leader with its headquarters in India, Tech Mahindra is expanding with 28 operations centers in 15 countries. Yet, despite its size, Gartner lauds the BPO for its “effective” internal collaboration – which is a critical differentiator at a time when many companies strive to increase enterprise connectivity. The market analyst also highlights Tech Mahindra’s digital-first solutions and keen market awareness as prominent strengths.
Sutherland
Investing heavily in analytics and automation, Sutherland often works closely with its clients to accelerate their digital transformation programs. It also possesses an array of digital integration capabilities to tailor its offerings to its customers’ technology infrastructure. Perhaps this is an example of how Sutherland keeps a strong focus on delivering critical business outcomes, for which it earns praise from Gartner.
Webhelp
Through its creative WOW operating model, Webhelp ensures consistency in client experiences – intensely focusing on areas such as workforce management (WFM), quality assurance (QA), and knowledge management. The forward-thinking model receives praise in the report, as does its sophisticated natural language processing (NLP) platform, which enhances its contact center tools.
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