May 11, 2016, by John Willmott
NelsonHall has recently attended both the WNS analyst session in New York and Infosys Confluence in San Francisco. It may seem trite to suggest that their chosen locations reflect the differing approaches to the market being taken by the two firms, but there are some parallels.
Sector domain focus
While Infosys is taking a horizontal approach to taking emerging technologies to the next level[...]
Apr 08, 2015, by John Willmott
BPO contract TCV in Q1 2015 continued the improvement in contract activity seen in Q4 2014, with BPO TCV picking up and gaining momentum over the past two quarters following relatively low levels of BPO TCV awarded in Q2 and Q3 2014.
In particular, Q4 2014 showed a 6% improvement in BPO TCV year-on-year, with BPO accounting for 31% of total outsourcing TCV. Q1 2015 BPO TCV performance then impr[...]
Feb 05, 2015, by NelsonHall Analyst
By Amy Gurchensky, Liz Rennie and Gary Bragar
With total HRO service growth in the high single digits in 2014, service providers are growing both organically and inorganically to meet clients’ needs. The primary reasons for M&A and partnerships across HRO service lines were to enhance service delivery capability (60%) and support geographic expansion (40%). Here we take a closer look [...]
Jan 19, 2015, by Gary Bragar
By Amy Gurchensky, Liz Rennie, Gary Bragar
2014 was a busy year for HRO with ~60 partnerships, mergers and acquisitions combined. We now take a look at what to expect in 2015 and beyond for each HRO service line, including service offerings, market developments, and growth.
MPHRO driven by continued shift to cloud-based platforms
The Multi-Process HRO (MPHRO) market will grow with a mi[...]
Dec 01, 2014, by NelsonHall Analyst
NelsonHall, the leading global BPO and IT outsourcing analyst firm, has today launched a new tool to assist strategic sourcing managers in assessing vendor capability in Property & Casualty Insurance BPO for the automotive sector.
The NelsonHall Vendor Evaluation and Assessment Tool (NEAT) for P&C BPO in the automotive sector is now available to NelsonHall clients, and is also available[...]
Oct 27, 2014, by John Willmott
NelsonHall’s latest CMS market analysis focuses on the increasing importance of transformational CMS, whereby a vendor not only takes over the running of a client’s call center processes, but seeks to optimize these processes to achieve the desired business goals of the organization.
In the current market, the need to reduce cost while maintaining or enhancing customer satisfaction [...]
Oct 20, 2014, by Rachael Stormonth
Last week we looked at Infosys' quarterly results. It has been another busy week of quarterly reports from some of the Indian oriented service providers. How did five of them do?
Syntel (Q3 CY14): Softness in Healthcare Greater than Expected
Revenue was $228.3m, up 8.8% y/y, but slightly below consensus
Operating margin was 29.8%, down 610 bps y/y, with less benefit from rupee depre[...]
Aug 04, 2014, by Gary Bragar
In addition to providing assessments of MPHRO vendor capability, the NelsonHall Evaluation and Assessment Tool (NEAT) for MPHRO, published July 29, 2014, http://bit.ly/1uDunOq supports an analysis of customer satisfaction within MPHRO by service line. Based on client interviews conducted globally covering vendors providing MPHRO across all regions, the analysis covers satisfaction within the [...]
Aug 01, 2014, by NelsonHall Analyst
NelsonHall, the leading global BPO and IT outsourcing analyst firm, has today launched a new tool to assist strategic sourcing managers in assessing vendor capability in multi-process HR outsourcing (MPHRO).
The MPHRO tool is available to NelsonHall clients and is also available for a limited period free-of-charge to strategic sourcing managers.
In addition to a comparison of overall ve[...]
Dec 17, 2013, by Gary Bragar
Per NelsonHall’s blog of December 12, 2013 was a healthy year for HRO, with overall contract activity up ~37%. We now take a look at what we can expect in 2014 by HRO service line.
MPHRO
We predict the Global MPHRO market will grow at mid-single digits CAAGR through 2017
The Shared Service Transformation segment will continue to grow mainly as a result of contract expansions and ren[...]