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NelsonHall CMS Insight: January 2012

Find out more about NelsonHall's BPO market analysis and insight
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Dear #FIRSTNAME

Targeting Outsourced Social Media Services

NelsonHall's "Targeting Outsourced Social Media Services" market analysis identifies the use of monitoring and engagement services around social media services in support of sales, marketing, and customer care.

The report contents include:

  • Changing shape of outsourced social media services
  • Customer requirements & market drivers
  • Market size & growth
  • Vendor market shares
  • Vendor offerings and targeting
  • Challenges & success factors
  • Positioning of vendors against success factors.

NelsonHall's "Targeting Outsourced Social Media Services" market analysis consists of 79 report/presentation slides.

For further details, contact Rob Hughes

Latest News and Developments

  • TeleTech To Open Contact Center in Colorado

    Jan 19, 2012 | New Offerings by Thomas Whittle
    industry: Financial Services

    TeleTech has confirmed the development of a new contact center in Greenley, Colorado.

    The new center will be fully operational for March 2012, and has a ~500 seat capacity.

    TeleTech is developing the center to provide an array of onshore customer management services for a financial services client.

    Analyst comments:

    TeleTech has gained a low single figure number of new clients throughout 2011 for U.S. onshore delivery of varied customer management services. It is likely that year-on-year growth seen in Q3 2011 of 7.4% will be nearer 10% in Q4 results published next month.

    The resurgence in onshore deals has primarily been due to improved market conditions, with companies expanding sales-based customer service.

  • Capita Acquires Salmat Speech Solutions in the U.K.

    Jan 10, 2012 | Mergers and Acquisitions by Sarah Burnett

    Capita's IT services division has acquired the U.K. operations of Salmat Speech Solutions, a specialist provider of telephony automation and voice recognition/ verification offerings.

    The terms of the acquisition were not disclosed but under a partnership agreement Capita will get to use and market the advanced product set available from the Australian parent company.

    Salmat's U.K. clients include Standard Life and Dublin Airport Authority.

    Analyst comments:

    This acquisition primarily is going to benefit Capita internally, enhancing its delivery capabilities for its growing portfolio of customer management services. Capita has invested heavily in this segment recently with a series of acquisitions in 2011 that include Call Centre Technology, Ventura and Vertex's private sector business.

    Salmat's speech products include voice recognition for biometric and identification purposes which has applications in government and health sector as well as other verticals. The use of voice command interfaces and voice recognition is on the increase in the NHS to increase the productivity of medical personnel and for fast and secure access to patient records. Capita may well be able to take advantage of its acquired voice capabilities in these markets also.

  • Convergys Hiring 400 Agents in Orlanda for Technology Client Expansion

    Jan 06, 2012 | Contracts by Thomas Whittle
    industry: Telecoms

    Convergys is hiring 414 agents for its Orlando contact center in Florida for a telecoms/technology client contract expansion.

    A small portion of agents sought will be bilingual English/Spanish speakers. The majority of agents will provide account management, billing and other customer services, with cross- and up-selling being prevalent across all services.

    Other agents sought will be more technically orientated and provide tier 2 and 3 technical support.

    Analyst comments:

    Although Convergys has seen quarter-on-quarter growth in the telecoms segment throughout 2011, the technology segment has seen more fluctuating volumes.

    The majority of expansion for the last 12 quarters in both the technology and communications segment has been due to expanding volumes increasingly serviced by Philippine based agents. The onshore nature of the contract indicates a high level of sales based activity.

    The contract expansion will be extremely welcomed by Convergys, who had previously been operating the center considerably below capacity.

  • TeleTech Awarded Customer Care Contract by U.S.Online Retailer

    Jan 05, 2012 | Contracts by Thomas Whittle
    industry: General retail

    TeleTech has been awarded a three-year customer care services contract including a work at home component, by an unnamed U.S. retailer. The contract commences in Q1 2012.

    Analyst comments:

    It is likely that the work at home component will primarily consist of more basic service types such as inbound sales, or order taking, with more complex services remaining in-center. TeleTech have a a low single figure number of work at home retail contracts, with most experience in deploying basic inbound sales functions, where the company has had success in utilizing its virtual training model.

Welcome to CMS Insight

Welcome to the latest "CMS Insight" article from NelsonHall.

CMS Insight complements the market analyses and vendor assessments within NelsonHall's Customer Management Services program by providing commentary and insight on key CRM BPO industry developments which impact your sourcing decisions.

If any of your colleagues would like to receive this newsletter, please register here. A corporate email address is required.

I hope you enjoy using this service and welcome your feedback.
Thomas Whittle

Targeting WAHA Services - NEW

NelsonHall's "Targeting WAHA Services" market analysis analyzes the global work-at-home agent services market and consists of 102 report/presentation pages.

"Targeting WAHA Services" covers:

  • Changing Shape of the WAHA Market
  • Customer Requirement
    - WAHA Market Drivers & Inhibitors
    - WAHA Market Segmentation
    - Examples of WAHA Contracts
    - Application & Benefits of WAHA
  • Market Size and Growth
  • Vendor Market Shares
  • Vendor Offerings and Targeting
  • Vendor Delivery
    - Delivery Summary for 10 Leading WAHA Vendors
    - Recruitment & Agent Models
    - Agent Training, Supervision & Deployment
    - Security
  • Critical Success Factors.

For further details, contact Paul Connolly

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