Vendor Analysis
published on Feb 11, 2012
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.