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Brazil's Not Playing Ball But Teleperformance Continues to Blaze
May 23, 2014, by NelsonHall AnalystTeleperformance 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 AnalystSerco 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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CMS BPO: Vendor Consolidation Kicks Off 2014
Dec 20, 2013, by NelsonHall AnalystCustomer 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[...]
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LATAM CMS BPO Market: Next Big Wave Forms Around Higher-End Support
Dec 17, 2013, by NelsonHall AnalystLatin 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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Convergys’ IC Division Takes Entrepreneurial Approach to Pricing & Analytics
Jun 03, 2015, by NelsonHall AnalystNelsonHall 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[...]
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Analytics & Transformation in CMS: What’s Really Happening?
May 28, 2015, by NelsonHall AnalystTwo 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[...]
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Serco's Woes Continue Despite Clearance by U.K. Government to Bid for New Contracts
Jan 31, 2014, by NelsonHall AnalystSerco 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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Will WAHA Come of Age in 2014?
Jan 22, 2014, by NelsonHall AnalystWork at home agent (WAHA) CMS BPO specialist Arise Virtual Solutions announced this week it is hiring 6,500 WAHAs (who will be equivalent to 3,250 FTEs) across Arizona, North Carolina, Texas, Michigan and Virginia. This marks a turnaround for Arise after what was a difficult 2013 marked by loss of volume in some key contracts and delays in new signings. These hires will represent a 26% increase[...]
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Sitel Hosts Analyst and Client Advisory Event in Las Vegas
Sep 20, 2013, by NelsonHall AnalystSitel has restructured its sales team, in August last year it centralized its sales team and hired a head of commercial activity who is involved in all major contracts. At the moment Sitel has 83 account managers excluding a five person sales team in the U.K. whose remit is to fill 1-10 seat excess capacity in centers. Revenue growth from new business last year was offset to an extent by Sitel&rsq[...]