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  • Disruptive Forces and Their Impact on BPO: Part 1 The Robots are Coming – Is this the end of BPO?

    Nov 06, 2014, by John Willmott

    This blog is the first of seven in a series looking at six disruptive forces and their implications for BPO. Some of these are widely talked about, others less so. This first blog sets the scene and looks at the impact of robotics. Subsequent blogs will consider the implications of: Analytics  becoming all-pervasive and increasingly predictive Labor arbitrage is dead – long live l[...]

  • Brazil's Not Playing Ball But Teleperformance Continues to Blaze

    May 23, 2014, by NelsonHall Analyst

    Teleperformance has had an impressive quarter that might have resulted in 9.1% growth if it wasn't for the extremely unfavorable exchange rate fluctuations which resulted in an overall negative impact of €32.7m ($44.2m). Despite this Teleperformance achieved 3% y/y revenue growth in the quarter to €610m. Growth in the English-speaking market & Asia-Pacific SBU w[...]

  • Webhelp Continues to Expand in Europe

    Feb 10, 2014, by NelsonHall Analyst

    Webhelp is to acquire SNT, a Netherlands based CMS vendor. SNT has 3,500 agents across eight sites in Europe with revenues of 77m. The combined company will be called Webhelp SNT following the acquisition which is to be completed in twelve months.  This acquisition will give Webhelp a significant Dutch presence and will bolster its global agent headcount to ~21,500, and increase its a[...]

  • ERG Aims for World-class Procurement Services with Crown Commercial Service

    Jan 09, 2014, by NelsonHall Analyst

    NelsonHall recently attended a briefing by the Cabinet Office Efficiency and Reform Group (ERG) about the new Crown Commercial Service (CCS). This has replaced Government Procurement Service (GPS) and is to become the most comprehensive government procurement services provider in Europe. It is to address the market in a more coherent fashion by organizing into domains and segments but operating as[...]

  • CMS BPO: Vendor Consolidation Kicks Off 2014

    Dec 20, 2013, by NelsonHall Analyst

    Customer management services (CMS) is no longer the red-headed step-child of the BPO world.  In spite of the exit from this area of IBM, most CMS pureplays are currently achieving improving margins and revenue growth. With multi-channel delivery proving crucial in winning new contracts, and the increasing importance of big data and analytics in the value proposition, 2014 is set to be an extr[...]

  • LATAM CMS BPO Market: Next Big Wave Forms Around Higher-End Support

    Dec 17, 2013, by NelsonHall Analyst

    Latin America has become an increasingly popular destination for the customer management services (CMS) BPO industry in recent years, outperforming the global CMS market. Will this continue? NelsonHall expects the global CMS BPO market to grow at 3.7% CAAGR through to 2016 with Latin America growing at more than twice that. So what is driving that growth? Much of the growth from this region is [...]

  • Maximus, Doing Well and Eyeing Growth in U.K.

    Nov 17, 2013, by NelsonHall Analyst

    Maximus has announced results for FY 2013, the year ending September 30, 2013. Revenue was $1,331m, up 26.8% as stated. Operating income was $188.2m, a margin of 14.1%, up 200 bps. FY 2013 revenue (and growth) by segment was: Health Services $862.9m (+28.6%) Human Services $468.4m (+23.6%). FY 2013 operating income and margin by segment was: Health Se[...]

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