Research Manager, Intelligent Finance and Customer Care Business Process Services
TELUS InternationalFeatured Vendor
This IDC study presents a worldwide vendor assessment of digital customer care services firms looking specifically at how they are transforming service delivery with automation/AI, cloud/platforms, omni-channel, and self-service. In this assessment, the IDC MarketScape model was used to evaluate both quantitative metrics and qualitative insights that define success in the digital customer care services market. The evaluation is based on a comprehensive and rigorous framework that assesses each vendor relative to the criteria and to one another. This IDC MarketScape should be used as a tool to compare providers your organization is considering or short listing to support your use of these services.
Enterprises are turning to the BPO service providers that combine consulting, specific competencies and expertise in their vertical, understanding of the client’s digital maturity, unique implementing abilities through omni-channel platforms, and the use of analytics and cognitive technologies. IDC suggests buyer organizations consider the following when evaluating contact center and customer care BPO service providers:
TELUS International is positioned in the Leaders category in the 2021–2022 IDC MarketScape for worldwide digital customer care services.
TELUS International (TI) offers end-to-end digital customer experience services and IT solutions that spans digital strategy and CX process consulting services, next-gen tech and IT services, and digital customer experience process delivery including care, sales, tech support, content moderation, and analytics.
TELUS International is a 60,000-employee organization with a vast global footprint, expansive language capabilities (50+ languages), and over 600+ clients, 200+ of which are contact center outsourcing clients. TELUS has domain expertise across traditional and emerging verticals enabling it to provide contextual solutions to client needs. Clients span the technology/gaming, communications/media, ecommerce and fintech, healthcare, and travel/hospitality sectors.
TELUS International empowers the human experience through digital enablement, agile and lean thinking, spirited teamwork, and a caring culture that puts customers and the value of human connection first. TELUS integrates its design, build, and deliver construct with its next-gen technology, industry and process expertise, and globally scaled and agile delivery models all at scale.
Find out more about TELUS International here
TELUS International has an above-average share of engagements delivered for inbound/outbound customer care services, sales/retention/acquisition services, and the tech/consumer electronics sector. In addition, TI customers touted it highly for its onshore, nearshore, and home-based agent services delivery (onshore associates who work from home). From a language perspective, TELUS International supports more than the average number of languages and has a large and notable share of multilingual agents.
From a capabilities standpoint, TELUS International exceeds industry standards for hosted/cloud contact center and contact center–as-a-service delivery and for client penetration of its proprietary omni-channel solutions. It also showed strengths in technologies/IP/solutions to reduce risk and ensure security in service delivery and for customer care BPS engagements where it also delivers back-office support services (e.g., payment processing, claims processing, and supply chain/procurement).
TELUS International was also noted for its investments in agent training and agent’s use of contact center applications and its analytics capabilities pertaining to interaction analytics and managing/augmenting/applying customer data in support of marketing, sales, and service efforts.
Many consistent themes regarding provider strengths were gleaned from client feedback. Specifically, customers were satisfied with TELUS International’s low turnover/attrition rates, strong ability to attract and retain top quality talent to meet client profiles, and ability to manage/maintain multiple line of business. In addition, clients were highly satisfied with TI’s agility, flexibility, and ability to execute on KPIs. One client noted, “They always hit the KPIs. At our quarterly meetings, we spend very little time reviewing KPIs because it’s a given they have met them. We focus on new opportunities and the pipeline.” Another client shared, “They have a consistent feedback loop with us where they recommend improvements and better ways to do things. They don’t just passively check the boxes. This is a partnership that they have invested in and they’ve committed to grow with us.”
Additional strengths as shared by customers include strong site management, investment in the frontline, commitment to resources (beyond what the contract indicates), and taking a global approach to contract negotiation.
The specific criteria that led to the selection of TELUS International over other service providers include its geographical footprint, core values, stability of the company, cost, quality of leadership, and skills/knowledge. One client noted, “They had the infrastructure, personnel, reporting, and they understand attrition.”
TELUS International has a challenge to overcome in the share of offshore delivery and use of hybrid delivery models. It also trailed behind industry standards for penetration of industry-specific platforms and share of engagements that include contact center automation (RPA). It also had fewer pilots of conversational AI-based chatbots compared with the industry standard.
One opportunity for improvement shared by customers is improving its global footprint. One client shared that years ago, TI may have lost out on bids with the client because it didn’t have the footprint. However, the client caveated that TELUS International is now really working to expand its footprint via recent acquisitions.
IDC collected and analyzed data on 14 service providers within its 2021 IDC MarketScape for digital customer care (business process) services assessment. Vendor options for these services are extensive and cover a broad set of different types of players. In determining the group of vendors for analysis in this IDC MarketScape, IDC utilized the following set of inclusion criteria:
Geographic delivery capabilities across the Americas, EMEA, and APAC regions (i.e., onsite, offshore, and nearshore delivery models).
For the purposes of this analysis, IDC divided potential key measures for success into two primary categories: capabilities and strategies.
Positioning on the y-axis reflects the vendor’s current capabilities and menu of services and how well aligned the vendor is to customer needs. The capabilities category focuses on the capabilities of the company and product today, here and now. Under this category, IDC analysts will look at how well a vendor is building/delivering capabilities that enable it to execute its chosen strategy in the market.
Positioning on the x-axis, or strategies axis, indicates how well the vendor’s future strategy aligns with what customers will require in three to five years. The strategies category focuses on high-level decisions and underlying assumptions about offerings, customer segments, and business and go-to-market plans for the next three to five years.
The size of the individual vendor markers in the IDC MarketScape represents the market share of each individual vendor within the specific market segment being assessed.
IDC MarketScape criteria selection, weightings, and vendor scores represent well-researched IDC judgment about the market and specific vendors. IDC analysts tailor the range of standard characteristics by which vendors are measured through structured discussions, surveys, and interviews with market leaders, participants, and end users. Market weightings are based on user interviews, buyer surveys, and the input of IDC experts in each market. IDC analysts base individual vendor scores, and ultimately vendor positions on the IDC MarketScape, on detailed surveys and interviews with the vendors, publicly available information, and end-user experiences in an effort to provide an accurate and consistent assessment of each vendor’s characteristics, behavior, and capability.
IDC conducted 18 telephone interviews with vendor-provided customer references from June to August 2021. These interviews were conducted to understand client satisfaction, selection criteria, vendor strengths, areas of improvements, outcomes/value delivered, and ratings of specific capabilities.
IDC defines customer care BPO services, also called contact center services, as the outsourcing of services related to customer care activities and business processes associated with the customer contact center. Customer care BPO can involve the transfer of single or multiple processes and can include a transfer of people.
The customer care services market can be segmented along the following key subprocesses: