Browse latest BPO Market Development reports by title

  • Abbey Life - Life & Pensions BPO

    November 2002 | Case Study by Paul Connolly

    NelsonHall has published a BPO case study for Abbey Life illustrating the issues, and benefits that can be achieved, from outsourcing life and pensions administration services.

    This case study identifies:

    • The business challenges faced by Abbey Life
    • The sourcing options considered by Abbey Life
    • Abbey Life's use of cost modelling to identify likely costs and then negotiate a combination of cost reduction and service improvement
    • The changes in service levels actually achieved through adoption of BPO.

    This case study is published within Package 1 of NelsonHall's BPO & Outsourcing subscription service.

    To order, please download the following:

  • Abbey Life - Policy Administration Services

    August 2005 | Case Study by John Willmott

    NelsonHall has published an updated case study covering Abbey Life's outsourcing of its policy administration services to UISL.

    The updated case study provides an update on the change in metrics achieved in recent years together with details of Abbey Life's contract governance structure.

  • Abbey National - BPO Presentation

    December 2002 | Case Study by Paul Connolly

    A case study illustrating the use of business process outsourcing within Abbey National.

    This presentation is reproduced within Package 1 of NelsonHall's BPO & Outsourcing subscription service.

    To order, please download the following:

  • Analysis of South Africa as a BPO Delivery Location

    May 2011 | Market Analysis by John Willmott

    The purpose of this report is to assess the role of South Africa as a BPO delivery location for international companies.

    The objectives of the report are to identify:

    • The experience of organisations that use South Africa for international BPO service delivery
    • The drivers for use of South Africa for delivery of BPO services for both contact centre services and for financial industry-specific & back-office services
    • The profile of companies using South Africa BPO service delivery by industry sector
    • The profile of international service delivery from South Africa by service type
    • The benefits sought from South African service delivery and the profile of benefits achieved
    • The delivery cost structure associated with South Africa, including details of government incentives.

  • Austrian Air: Revenue Accounting Services

    October 2005 | Case Study by Rachael Stormonth

    This case study examines the outsourcing of its passenger revenue accounting services to AFS - a Tata Consultancy Services subsidiary - by Austrian Air.

  • BAE Systems - HR Outsourcing

    February 2004 | Case Study by Paul Connolly

    A case study describing the process and benefits derived from BAE Systems' HR outsourcing contract with Xchanging.

  • Barrow-in-Furness Borough Council

    September 2005 | Case Study by Rachael Stormonth

    This case study analyzes the revenues & benefits administration services contract between Barrow-in-Furness Borough Council and Liberata.

  • BBC - BPO Presentation

    December 2002 | Case Study by Paul Connolly

  • BBC - F&A Outsourcing

    September 2003 | Case Study by Paul Connolly

    This case study contains a brief description of the BBC's outsourcing of its F&A processes and the key lessons to be learned.

    • This program addresses the needs of companies considering,
    • or actively engaged in, outsourcing aspects of their finance & accounting (F&A) function
    • supports the go-to-market strategies of F&A outsourcing vendors.

  • BBC - Licence Fee Collection BPO

    December 2002 | Case Study by Paul Connolly

    NelsonHall has published a BPO case study identifying the lessons learned from the procurement of the BBC licence fee collection service.

    The case study identifies the practices used in the procurement process including approaches to:

    • Initial market testing
    • Expectation setting
    • Use of "real life" vendor testing
    • Contract negotiation
    • Establishment of a fee structure designed to maximise revenue collection.

    This case study is published within Package 1 of NelsonHall's BPO & Outsourcing subscription service.

    To order, please download the following:

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