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Confidence Index:

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

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  • Sitel Under Groupe Acticall: Synergies, Sector Diversity & Capital Spending Plans

    Nov 05, 2015, by Vicki Jenkins

    Sitel celebrates its 30th anniversary in a year in which it was acquired by French-based Groupe Acticall, whose controlling shareholder Creadev is the entrepreneurial investment arm of the Mulliez family. Sitel had been looking for an investor for more than a year, while the Mulliez family was planning to build a global platform and saw Sitel as an opportunity to fulfill that goal. At its recent a[...]

  • Risk & Reward: The Rise of the Turkish CMS Market

    Nov 03, 2015, by Ivan Kotzev

    Webhelp recently entered the Turkish CMS outsourcing market with the acquisition of Callpex, a move that is set to bring an additional €20m (~$20m) in annual revenue against its global revenue of ~$648m (2014 NelsonHall estimate). Callpex has 2,000 employees and 40 clients, and will bring with it logos in the BFSI, telecom, travel and automotive sectors, primarily in the domestic market. Thes[...]

  • Capita’s Offer to Xchanging: How it Makes Sense

    Oct 19, 2015, by Rachael Stormonth

    On October 14, the Xchanging board recommended a final cash offer by Capita of 160p per share. The offer, valuing Xchanging at ~£412m, represents a premium of ~44% to the closing price on October 2, 2015 (the last business day before the start of the offer period), 52% to the prior three-month average price and 64% to the one-month average price.  Capita states it believes the acquis[...]

  • CSS Corporation Looks to Simplify the Customer Experience

    Oct 05, 2015, by Vicki Jenkins

    At CSS Corp’s analyst day and OneWorld client conference in Santa Rosa, California, the theme was “Let’s Simplify”. CEO Tiger Ramesh opened the analyst day with a story about his own digital experience travelling to the conference, including buying his airline ticket online, and piloting a hotel phone app he used to select his room and take restaurant recommendations. He us[...]

  • Minacs’ Digital Vision for CMS in the Automotive Sector

    Sep 01, 2015, by Vicki Jenkins

    Minacs has a strong tradition of supporting the automotive industry: over six years ago, the sector made up ~70% of overall revenues, and it now stands at ~45% due to diversification across multiple sectors. Consequently, Minacs has a vision for supporting the connected car, aiming to deliver seamless CMS solutions for any wirelessly connected vehicle, over any network. Its clients are mainly orig[...]

  • Alorica Doubles CMS Business & Enters Global Top Ten with West Acquisition

    Aug 06, 2015, by Vicki Jenkins

    I recently had the opportunity to meet with the Alorica executive team for an update on the integration of its recent acquisition, West Corporation’s Agent Services business. In March 2015, privately held Alorica acquired West’s Agent Services business for $275m in cash. In 2014, the Agent Services business generated ~$580m in revenue. Alorica anticipates $1.2bn in combined revenue [...]

  • HGS Picks Up Mphasis' Domestic Indian CMS BPO Business For a Song

    Jul 24, 2015, by NelsonHall Analyst

    A couple of weeks ago, Hinduja Global Services (HGS) announced that it is to acquire Mphasis' Indian domestic BPO division for Rs. 17 crore. For around $2.7m, HGS will pick up seven contact centers in Noida, Raipur, Indore, Mangalore, Pune and two buildings in Bangalore, with a total seat count of 6,400, and ~7,500 employees - and a business that was generating around $22m in annual revenue. T[...]

  • Little Known Groupe Acticall to Acquire CMS Giant Sitel

    Jul 21, 2015, by NelsonHall Analyst

    French CMS vendor Groupe Acticall is to acquire Sitel Worldwide, buying the 86% stake owned by Onex for ~$55m including an earn-out component. Groupe Acticall has financing for the acquisition from Société Générale and BNP Paribas It comes as no surprise that Onex is selling its stake in Sitel. What is perhaps a surprise is the size of the company making the acquisit[...]

  • Convergys’ IC Division Takes Entrepreneurial Approach to Pricing & Analytics

    Jun 03, 2015, by NelsonHall Analyst

    NelsonHall recently visited one of Convergys’ Intelligent Contact (IC) centers in Belfast, Northern Ireland. IC originally started life as LBM in 1996, then was acquired by Stream in 2013, which was itself acquired by Convergys in 2014. IC is a specialist sales division of Convergys, consisting of agents across multiple centers in Belfast and Greater Manchester, performing a mix of outb[...]

  • STARTEK Looks to Reduce Dependence on Telecoms Sector with Accent Acquisition

    May 29, 2015, by Vicki Jenkins

    STARTEK is to acquire Customer Management Services (CMS) BPO provider ACCENT Marketing Services, LLC ("Accent") from MDC Partners Inc. for $16m in cash plus working capital adjustments. Founded in 1993 and headquartered in Jeffersonville, IN, Accent has 2.3k employees and delivers services from six locations in the U.S. and J[...]

  • Analytics & Transformation in CMS: What’s Really Happening?

    May 28, 2015, by NelsonHall Analyst

    Two common themes in the marketing collateral of vendors providing Customer Management Services (CMS) are the use of analytics and transformation.  For analytics, a popular claim is the use of big data for predictive modeling within contact centers. But is it really happening? The reality is that, while certain vendors are using data for simple predictive modeling, this is still a distinct[...]

  • HGS’ London Center Focused on Broad Language Coverage & Bespoke Customer Support Services

    Apr 30, 2015, by Vicki Jenkins

    During a recent visit to London I had the opportunity to visit the HGS contact center in Chiswick. The 500-seat center is focused on supporting accounts with broad language capability needs and it also provides specialist client programs beyond traditional customer care support. The industry sectors supported from the center include automotive, consumer packaged goods (CPG), government, and health[...]

  • Convergys & Stream Prove the Right Fit, One Year On

    Mar 27, 2015, by Vicki Jenkins

    By Vicki Jenkins and Mike Cook A year ago Convergys acquired fellow contact center vendor Stream, making it the second largest CMS BPS provider by revenue behind Teleperformance. NelsonHall CMS analysts Vicki Jenkins and Mike Cook caught up with key members of Convergys’ leadership team on the anniversary of the acquisition to discuss how the new organization is shaping up. The importa[...]

  • STARTEK: Margins Improving, Looking for Growth in Healthcare Sector

    Feb 23, 2015, by Vicki Jenkins

    STARTEK has announced results for Q4 2014 and full year 2014. Q4 2014 Revenues were $64.2m, up 1.2% y/y LBIT was $1.5m, a negative margin of 2.4%, down 98 bps y/y. Full year 2014: Revenues were $250.1m, up 8.1% LBIT was $4.9m, a negative margin of 2%, up 72 bps. Q4 revenue contribution from largest clients was: T-Mobile: 30.6% AT&T: 19.6% Comcast 15.7%. [...]

  • CMS BPO: Germany a Hot Spot in Continental Europe

    Feb 16, 2015, by NelsonHall Analyst

    Germany’s fiscal success story presents an interesting value proposition for the local customer management services (CMS) BPO market. Real GDP in Germany grew by 1.5% in 2014 and current forecasts indicate that, driven by a strong labor force, high consumption and favorable energy prices, Germany should be able to maintain this level of growth through 2015 and accelerate to around the 2.0% m[...]

  • Honduras Making Strides as a Contact Center Delivery Location

    Jan 12, 2015, by Vicki Jenkins

    I recently visited San Pedro Sula, Honduras, with CMS vendor Alorica. This nearshore America delivery location offers a low cost, educated workforce with strong native neutral Spanish delivery, as well as emerging support for English and Portuguese. The country is in the process of making English its official second language. Honduras, and specifically the city of San Pedro Sula, have battled n[...]

  • Despite Upheaval in the Group, Serco South Africa's Prospects Remains Bullish

    Nov 21, 2014, by NelsonHall Analyst

    In the last twelve months we have more customer management services (CMS) BPO investment in South Africa, including  Webhelp setting up centers in Cape Town and Johannesburg with an agent headcount approaching 1,000 Capita transitioning part of its O2 support to Cape Town in the form of a ~1,400 seat operation. One (of many) attributes that make South Afr[...]

  • Process Improvement the Gateway to Transformational Customer Management Services

    Oct 27, 2014, by NelsonHall Analyst

    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 [...]

  • Event Note: Sitel Focuses on Talent Development and Margin Improvement

    Oct 08, 2014, by Vicki Jenkins

    NelsonHall recently attended Sitel’s analyst day and client advisory board meeting in Las Vegas, where I had the opportunity to discuss CMS market trends. Click here to view a brief video. Sitel wants to be known for creating great experiences, and its focus now is ‘people first’. It recently hired a new chief HR officer, Elsa Zambrano, who has created a new executiv[...]

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