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Confidence Index:

for CX Services Transformation

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 Transformation market.

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

NCO - WAHA Services

Vendor Analysis

by NelsonHall Analyst

published on Feb 11, 2012

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Report Overview:

This NelsonHall vendor assessment analyzes NCO's offerings and capabilities in WAHA services. NCO is one of a number of WAHA services companies analyzed in NelsonHall's comprehensive industry analysis programs.

Who is this Report for:

NelsonHall's WAHA services profile on NCO is a comprehensive assessment of NCO's WAHA offerings for organizations and capabilities designed for:

  • Sourcing managers monitoring the capabilities of existing suppliers of customer management services (CMS) to serve organizations and identifying vendor suitability for CMS RFPs
  • 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 provides a comprehensive and objective analysis of NCO's WAHA services, capabilities, and market and financial strength, including:

  • Identification of the company's strategy, emphasis, and new developments
  • Analysis of the company's strengths, weaknesses, and outlook
  • Revenue estimates
  • Analysis of the profile of the company's customer base including the company's targeting strategy and examples of current contracts
  • Key client case studies
  • Analysis of the company's offerings and key service components
  • Analysis of the company's delivery organization including the location of delivery locations.

Key Findings & Highlights:

NCO offers four WAHA delivery options:

  • Blended: a proportion of WAHA with a proportion of brick and mortar
  • Pure play: solely home-based agents
  • Seasonal: a possible standalone ramp up
  • Rebadge: a transition of client staff to a NCO at home model.

NCO hires agents based on specific skills for single, dedicated client engagements. NCO provides increased flexibility through the use of split shifts.

Healthcare is a strong target for NCO, with the company investing in the Protocol acquisition to gain relationships, with a view to up and cross selling accounts receivable and account management services into the sector.

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