Browse latest BPO Market Development market analyses by title

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.

The Philippines is principally known for the delivery of voice-based customer service into the U.S. telecoms and banking sectors.

However, the nature of service delivery is wider than this and this report analyzes current and emerging patterns of service delivery from the Philippines at a more granular level by process, target geography, and industry sector.

The purpose of this study "BPO Opportunities in U.K. Local Government" is to identify the challenges faced by U.K. local authorities in the face of the recession and their responses to these challenges.

In particular the study uses senior executive interviewing to establish:

• Challenges and satisfaction with current service delivery
• The impact of the credit crunch and subsequent recession on approaches to service delivery
• The extent of need for service transformation
• Current use of BPO and planned BPO purchasing intentions
• Benefits sought and vendor selection criteria for adoption of multi-process BPO services.

The banks have been at the forefront of the credit crunch and this has resulted in the failure and merger of a number of banks and a widespread recapitalization of other banks.

This report, consisting of 88 pages, identifies the business issues now faced by the banks, their key initiatives for the remainder of 2008 and 2009, and the nature of the resulting BPO opportunities.

The "BPO Opportunities in Energy & Utilities - 2010" market analysis consists of 88 pages.

The market analysis is based on interviews with utility and energy company executives in the U.S., Europe, and Asia Pacific and covers:

• Key business issues and initiatives for 2010 within energy & utility companies
• Shared services issues, initiatives, and energy & utilities companies' SSC outsourcing intentions
• BPO purchasing intentions in 2010 within the energy & utility sector by service type
• Impact of the economic slowdown on energy & utility companies' approaches to BPO, including attitudes towards use of offshore services and pre-standardized BPO services.