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Contracts Database

for Customer Experience Services

Track the pattern of service adoption by monitoring Customer Experience Services contract awards by your peers. Identify who are the successful vendors this industry now. Updated monthly!

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Confidence Index:

for Customer Experience Services

NelsonHall Confidence Index is a quarterly survey to measure changing levels of business confidence within Customer Experience Services

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Every quarter NelsonHall publishes the NelsonHall Customer Experience Services Confidence Index, a Quarterly Index of Confidence that monitors changes in industry confidence in the global Customer Experience Services market.

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CMS in Retail Banking

Market Analysis

by Vicki Jenkins

published on Feb 13, 2014

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Report Overview:

NelsonHall's market analysis of the customer management services in the retail industry sector consists of 71 pages.

Who is this Report for:

NelsonHall's "CMS in Retail Banking Industry Sector" report is a comprehensive market assessment report designed for:

  • Sourcing managers monitoring the capabilities of existing suppliers of customer management services (CMS) to serve the retail banking sector and identifying vendor suitability for CMS RFPs
  • Retail banking executives seeking assistance in outsourcing elements of their customer interaction services
  • Vendor marketing, sales and business managers looking to benchmark themselves against their peers
  • Financial analysts and investors specializing in the support services sector.

Scope of this Report:

The report analyzes the worldwide market for CMS in retail banking BPO and addresses the following questions:

  • What is the market size and projected growth for the CMS in retail banking sector?
  • What are the customer requirements for the retail banking sector outsourcing CMS and how are they changing?
  • What are the benefits/results vendors have been able to achieve for their clients?
  • What services are retail banking sector clients are buying in the CMS market?
  • What technologies and platforms are being utilized by retail banking clients in the CMS market?
  • What is the size and growth of outsourced CMS in the retail banking sector?
  • How leading vendors are positioned within the CMS in retail banking sector market.
  • What are the buyer requirements, challenges and critical success factors for CMS vendors targeting the retail banking sector?


Key Findings & Highlights:

  • Increased revenue and cost reduction top the list of CMS outsource drivers for retail banks, followed by customer satisfaction (CSAT)
  • Increased revenue is the top driver for credit card companies outsourcing CMS, followed by CSAT
  • Customer care currently accounts for the majority of outsourced CMS activity by retail banking organizations followed by collections.

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CMS in Retail Banking 2014

published 2014-02-14 | Project by Vicki Jenkins

NelsonHall's CMS in retail banking BPO NEAT analyzes the performance of vendors offering customer management services outsourcing services to the retail banking sector. Vendors within this NEAT analysis include: Aditya Birla Minacs, Aegis, EGS, Firstsource, Infosys, Serco, Sitel, Teleperformance, trascosmos, Transcom, Wipro. This material is NelsonHall copyright and proprietary and no part is to be shared, reproduced or distributed in any form, or by any means, or stored in a database or retrieval system, without the prior written permission of NelsonHall. NelsonHall exercises its best efforts in the preparation of the information provided and believes the information contained herein to be accurate. However, NelsonHall shall have no liability for any loss or expense that may result from incompleteness or inaccuracy of the information provided.
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