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Confidence Index:

for CX Services by Industry

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

Join NelsonHall Customer Experience Services Confidence Index:

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 CX Services by Industry market.

For a sample report and details of how to join NelsonHall's Customer Experience Services Confidence Index, please contact us

Blog posts by NelsonHall Analyst

featured posts:

  • 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[...]

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  • Serco's Profits Decline Following its Annus Horribilis

    Mar 04, 2014, by NelsonHall Analyst

    Serco announced its 2013 results this week including: Revenue £4,288.1m up +5.6%, up +6.7% at constant currency (CC) Operating profit was £143.8m, a margin of 3.4%, down 330 bps The decline in profits was anticipated with a warning given by the company to this effect only a few weeks ago. In this period, Serco reported a net exceptional charge of £90.5m, reflecting p[...]

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  • 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 [...]

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  • Serco's Woes Continue Despite Clearance by U.K. Government to Bid for New Contracts

    Jan 31, 2014, by NelsonHall Analyst

    Serco has updated its guidance for 2013 and 2014 following its clearance by the U.K. government to bid for new contracts.  Serco expects a mid-single digit percentage organic decline on 2013 revenue due to: Lower levels of incremental work won across the group to date Attrition from contracts lost such as electronic monitoring Volume reductions in its Australian immigration detent[...]

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