The Total Economic Impact™ Of Televerde

Cost Savings And Business Benefits Enabled By Televerde

A Forrester Total Economic Impact Study Commissioned By Televerde, November 2024

While organizations have traditionally considered business process outsourcing (BPO) for operational and cost efficiencies, BPO service providers can also offer unique industry- and domain-specific expertise, uninterrupted business continuity, and outcome-oriented services.1

Televerde is a business process outsourcing company specializing in B2B sales, marketing, and customer experience solutions. It provides onshore and nearshore solutions focused on human-to-human interactions supported by data analytics and infrastructure. Its organization is built around a social mission to provide training and work opportunities to incarcerated women in the United States.

Televerde commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) enterprises may realize by deploying Televerde.2 The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of Televerde on their organizations.

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Return on investment (ROI)

71%

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Net present value (NPV)

$10.2M

To better understand the benefits, costs, and risks associated with this investment, Forrester interviewed five representatives of four organizations with experience using Televerde. For the purposes of this study, Forrester aggregated the interviewees’ experiences and combined the results into a single composite organization that is a global technology company with $20 billion in annual revenue.

Interviewees said that prior to working with Televerde, their organizations typically had internal resources in sales development or similar roles. However, these organizations struggled with high turnover, bandwidth issues with existing resources, and changing business needs that they struggled to meet with existing staffing models.

After partnering with Televerde, the interviewees’ organizations saw improvements in operational efficiency and incremental revenue from pipeline growth and new revenue streams attributable to Televerde, and they also benefited from Televerde’s expertise and partnership.

“I subscribe to the philosophy that you should focus on and invest internally on the things that set you apart from your competitors, and everything else you should outsource. [Sales development] was one thing we didn’t feel like we were experts in. So why try to build something from the ground up when there’s a company [like Televerde] that knows how to do it the right way?”

Vice president of revenue operations, industrial technology

Key Findings

Quantified benefits. Three-year, risk-adjusted present value (PV) quantified benefits for the composite organization include:

  • Operational efficiencies. By reallocating internal sales development representative (SDR) roles to Televerde, the composite organization saves on salary and overhead costs and significantly reduces vacancies due to turnover, reducing impacts to the pipeline and ultimately profit. This benefit is worth $16.2 million over three years.
  • Incremental profit from pipeline improvements with Televerde. Televerde improves pipeline performance in key segments for the composite organization, leading to additional revenue of $12 million to $20 million per year compared to its previous state. This benefit is worth more than $5.7 million in incremental profit over three years.
  • Incremental profit from new revenue sources. Televerde identifies and helps the composite organization secure net new revenue sources worth $4 million to $10 million per year. This benefit is worth $2.6 million in incremental profit over three years.

Unquantified benefits. Benefits that provide value for the composite organization but are not quantified for this study include:

  • Partnership and expertise provided by Televerde. Televerde goes beyond basic requirements to act as a business partner and advisor, delivering additional value to the composite organization.
  • High-quality data from Televerde programs. The data and analytics provided by Televerde often surpass the sales and marketing data available elsewhere in the composite organization.
  • Added value from dedicated, tenured resources. Televerde agents’ long tenures means they are deeply familiar with the composite organization’s business, products, and customers and can build relationships and provide continuity that benefit the organization.
  • Social impact of Televerde’s business model. Beyond delivering business value, Televerde offers meaningful social impact by offering opportunities to incarcerated women.

Costs. Three-year, risk-adjusted PV costs for the composite organization include:

  • Fees to Televerde. The composite pays fees to Televerde for 40 agents, program management, technology, and reporting based on the scope of work and program goals. These costs total $14.1 million over three years.
  • Implementation and ongoing management. The composite’s initial engagement with Televerde requires upfront work for program development and training. Overhead for ongoing management is minimal, primarily consisting of weekly meetings and quarterly business reviews. These costs total $210,000 over three years.

The representative interviews and financial analysis found that a composite organization experiences benefits of $24.5 million over three years versus costs of $14.3 million, adding up to a net present value (NPV) of $10.2 million and an ROI of 71%.

“I don’t think we’d be where we are today without what [Televerde has] been able to create for us.”

Head of North American sales, financial technology

Key Statistics

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    Return on investment (ROI)

    71%
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    Benefits PV

    $24.51M
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    Net present value (NPV)

    $10.20M
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    Payback

    <6 months
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Benefits (Three-Year)

Operational efficiencies Incremental profit pipeline improvements with Televerde Incremental profit from new revenue source

TEI Framework And Methodology

From the information provided in the interviews, Forrester constructed a Total Economic Impact™ framework for organizations considering an investment in Televerde

The objective of the framework is to identify the cost, benefit, flexibility, and risk factors that affect the investment decision. Forrester took a multistep approach to evaluate the impact that Televerde can have on an organization.

  1. Due Diligence

    Interviewed Televerde stakeholders and Forrester analysts to gather data relative to Televerde.

  2. Interviews

    Interviewed five representatives at four organizations using Televerde to obtain data about costs, benefits, and risks.

  3. Composite Organization

    Designed a composite organization based on characteristics of the interviewees’ organizations.

  4. Financial Model Framework

    Constructed a financial model representative of the interviews using the TEI methodology and risk-adjusted the financial model based on issues and concerns of the interviewees.

  5. Case Study

    Employed four fundamental elements of TEI in modeling the investment impact: benefits, costs, flexibility, and risks. Given the increasing sophistication of ROI analyses related to IT investments, Forrester’s TEI methodology provides a complete picture of the total economic impact of purchase decisions. Please see Appendix A for additional information on the TEI methodology.

Disclosures

Readers should be aware of the following:

This study is commissioned by Televerde and delivered by Forrester Consulting. It is not meant to be used as a competitive analysis.

Forrester makes no assumptions as to the potential ROI that other organizations will receive. Forrester strongly advises that readers use their own estimates within the framework provided in the study to determine the appropriateness of an investment in Televerde.

Televerde reviewed and provided feedback to Forrester, but Forrester maintains editorial control over the study and its findings and does not accept changes to the study that contradict Forrester’s findings or obscure the meaning of the study.

Televerde provided the customer names for the interviews but did not participate in the interviews.

Consulting Team:

Elizabeth Preston

M
K

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