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NelsonHall Blog

  • NelsonHall's 2014 - 2018 HRO BPO Market Forecast

    Jul 02, 2014, by Gary Bragar

    NelsonHall’s annual HRO Market Forecast, 2014-2018, provides a forecast for the global HR BPO market by service line and geography. It includes:  The HR BPO market size for 2013 and the forecast through 2014 to 2018 The HR BPO market size and forecast for North America, specifically covering the U.S. and Canada; EMEA including U.K., France, Germany, Italy, Nordics &[...]

  • What is Happening in Multi-Process HR BPO? Latest NelsonHall Market Study Looks at Segments and Forecasts Areas of Growth

    Jul 02, 2014, by NelsonHall Analyst

    NelsonHall has just published its latest market assessment of Multi-Process HR Outsourcing. The report analyzes the characteristics of the market and identifies four major segments and looks at activity within each of these segments. One of these segments is multi-country standardization segment, where we have seen a big shift in the proportion of global contracts and regional contracts a[...]

  • Banking industry Finally Settles Down to Adapt to a Changed World

    Jun 27, 2014, by Andy Efstathiou

    The banking crisis clearly meant that the banking industry needed to change. However, those changes have not yet been realized. Prior to the crisis banks were focused on selling new products (e.g., structured products) into mature markets. From 2008 to 2013, banks shifted focus to focus on emerging markets to sell existing services to emerging middle classes. Since 2013, banks have been consolidat[...]

  • How Kirkpatrick’s Model Has Helped Learning BPO Providers Demonstrate ROI

    Jun 27, 2014, by Gary Bragar

    Provision of analytics is important for Learning BPO (LBPO) providers to be able to demonstrate ROI for clients. The late Don Kirkpatrick, who passed away in May at age 90, developed back in the 1950s four levels to evaluate learning effectiveness. Taking a look at these levels, starting with the lowest: Reaction; evaluation about how the participants felt about[...]

  • Virtual Operations Sees Take Up of RPA in Healthcare, Financial Services and BPO

    Jun 19, 2014, by NelsonHall Analyst

    NelsonHall recently spoke with management from Virtual Operations, a privately held Dallas, TX-based provider of consulting, implementation and technical services around robotic process automation (RPA).  The company was founded in 2012 by Dan Hudson and Matt Smith who had previously worked together at OnTarget Partners and other ventures.  We asked them about the growth that they a[...]

  • Demand for Multi-Country Services Drives Growth in HRO

    Jun 18, 2014, by Gary Bragar

    Per NelsonHall’s HR Outsourcing Confidence Index (HROCI), around one third of HRO contracts signed in Q4 2013 were for services in multiple countries. There were multi-country deal signings across all HRO service lines, the highest number being in RPO and payroll. RPO In 2013 nearly one third of all deal signings were multi-country, up from a quarter in 2010. M[...]

  • Call Center Week: How Analytics, “Personal Emotional Connection”, and Video Chat Can Help Improve Customer Experience Management

    Jun 17, 2014, by Vicki Jenkins

    NelsonHall recently attended Call Center Week in Las Vegas. 2014 was the 15th year of this event, which had 1,800 attendees and 120 booths. It’s hot in Las Vegas in June - and the event covered some hot topics! Using Analytics to Improve CSAT I participated in two well attended sessions on analytics, which took different approaches to the same topic. The session sponsored [...]

  • What Does its Selection of CEO Indicate for Infosys?

    Jun 13, 2014, by Rachael Stormonth

    Yesterday, Infosys ended a period of speculation and announced it had appointed its next CEO and MD, Dr. Vishal Sikka, who had resigned early last month from SAP, where he was a former board member.  Dr. Sikka’s selection as Infosys' next CEO had been touted by the Indian press soon after the news of the resignation of BG Srinivas, who many had felt had been one of the two top [...]

  • Evolution of Outsourced Social Media Services at Sitel

    Jun 12, 2014, by NelsonHall Analyst

    Facebook, twitter, Instagram, Google+, the list goes on . . .  the need for both B2C and B2B enterprises to establish and foster a social presence has evolved from a nice to have to an essential capability . . . yaaawn! We’ve heard this so many times that we are at risk of ignoring it, like irritating boy band lyrics. But unlike the boy band lyrics, there is some truth to the message. [...]

  • Sopra To Acquire Convertible Bonds of CS to Strengthen Capabilities in Engineering Services

    Jun 06, 2014, by Dominique Raviart

    Sopra and CS Communication & Systèmes, a French IT services vendor, have announced a multi-tiered agreement: CS is to proceed to a €12m convertible bond issuance (maturity 5 years, conversion price per share: €3.6; interest rate: 4%; delivery: July 2014). As part of this issuance, Sopra agreed with DUNA & Cie, th[...]

  • Bloomberg Reports Sprint and T-Mobile U.S. Close to Merger

    Jun 04, 2014, by Dominique Raviart

    Bloomberg reports that Sprint and T-Mobile U.S.A. are close to a merger whereby Sprint would acquire T-Mobile U.S. for $40 a share (up 17% from the current $34), valuing the company to $31bn. Deutsche Telekom (DTAG), which holds a 67% stake in T-Mobile U.S.A., would receive 27.5% in cash, 27.5% in Sprint stock and retain a 12% stake in T-Mobile U.S.A. T-Mobile U.S.A. had 2013 revenues of $24.4b[...]

  • Staffing Firm TrueBlue Expands Services in RPO/MSP and Opens New Markets Thru $310m Acquisition of SeatonCorp

    Jun 02, 2014, by Gary Bragar

    TrueBlue announced on Monday it is to acquire U.S. based RPO and MSP provider SeatonCorp. TrueBlue is a specialist staffing organization that supports staffing and also provides onsite management services which will complement the RPO, MSP services of SeatonCorp. The SeatonCorp business beng acquired includes its:  RPO businesses: PeopleScout (U.S based)&nb[...]

  • CGI: Good Progress on Logica Integration, Now Focusing on Transformation... Where Next?

    May 30, 2014, by Rachael Stormonth

    NelsonHall recently attended CGI’s global analyst event in London. The key messages in CEO Michael E Roach’s keynote were the success with which CGI is executing on its "Buy and Build" profitable growth strategy and that the expected benefits of the merger are now becoming more visible. At the same event last year, CGI indicated some of the measures it was applying to impr[...]

  • IBM Launches IBM Cloud Business Solutions, Led by GBS

    May 29, 2014, by Rachael Stormonth

    IBM announced today a new portfolio of cloud-based offerings called IBM Cloud Business Solutions. Now the last three words don’t in themselves give away too much as to exactly what is on offer - but IBM is taking assets from across IBM Group, including consulting services from GBS, pre-built assets from IBM Research, IBM software, advanced analytics, and cloud infrastructure delivered v[...]

  • Tech Mahindra Elaborates on Service Virtualization and Release Automation Offerings

    May 28, 2014, by Dominique Raviart

    Tech Mahindra Testing Services (TMTS) recently provided insights on the work it is doing to expand automation outside of test execution to newer areas. Part of the company’s rationale in increasing the level of automation is based on statistics showing testing teams suffer testing cycle delays regularly, representing 31% to 69% of their testing time. Testing delay result from a variety of[...]

  • Atos to Acquire Bull to Strengthen Big Data, Security and Cloud Capabilities

    May 26, 2014, by Dominique Raviart

    Atos is to acquire France-headquartered technology vendor Bull for €620m in an all cash transaction. Atos offers €4.9 per Bull share, a premium of 22% over May 23’s closure price of €4.01. The offer is conditional on Atos receiving 50% and 1 shares. The largest shareholders of Bull, Crescendo Industries and Pothar Investments, which own a 24.2% stake in Bull, ha[...]

  • Capgemini Points to 5%-7% Organic Growth in Mid-Term

    May 23, 2014, by Dominique Raviart

    Capgemini held its 2014 investor and analyst day this week. For the first time since the beginning of the 2008-2013 crisis, the company has talked about organic growth, a significant development on its focus in recent years on margin improvement. Capgemini’s guidance for 2014 is organic revenue growth of 2% to 4%. The company has now shared a mid-term target of 5% to 7% organic growth. This [...]

  • Genpact: "The Art of the Possible"

    May 23, 2014, by NelsonHall Analyst

    NelsonHall recently attended a Genpact analyst forum in Boston, where we were keen to learn more about the changes in its strategy that Genpact announced in February to effect a major transformation of its business (see our blog “Genpact: Slow Progress on Transformation Strategy in 2013 - Unveils Next Phase of Plan: http://research.nelson-hall.com/blog/?avpage-views=blog&type=post&po[...]

  • 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[...]

  • Uplifting Service: How NIIT Technologies is Positioning for Growth

    May 23, 2014, by Rachael Stormonth

    NelsonHall recently attended a NIIT analyst and advisor event in London. If we compare NIIT’s recent topline performance with some other IT services providers who report in Rupees, its revenue growth in FY 2014 of 14%  (to Rs. 23,050m, or just below $400m)  is on a par with Wipro (16%) and Hexaware (17%: of a similar size to NIIT, with Rs. 22,853m revenue in CY 2013), and far ou[...]

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