Browse latest BPO Market Development market analyses by title

  • BPO Benchmarking & Adoption

    June 2006 | Market Analysis by John Willmott

    A presentation given at the 2006 ACORD LOMA Insurance Systems forum, covering:

    • The profile of BPO adoption in the insurance sector
    • Role of process benchmarking in process and vendor selection
    • Role of ACORD standards
    • Risk management.

  • BPO Delivery from the Philippines

    August 2010 | Market Analysis by Mark Dale

    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.

  • BPO Oportunities in U.K. Local Government

    May 2009 | Market Analysis by John Willmott

    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.

  • BPO Opportunities in Banking During 2009

    October 2008 | Market Analysis by John Willmott

    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.

  • BPO Opportunities in Banking Sector - 2010

    January 2010 | Market Analysis by John Willmott

    The "BPO Opportunities in Banking Sector - 2010" market analysis consists of 89 pages.

    The market analysis is based on interviews with retail and investment banking executives in the U.S., Europe, and Asia Pacific and covers:

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

  • BPO Opportunities in Energy & Utilities - 2010

    May 2010 | Market Analysis by John Willmott

    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.

  • BPO Opportunities in Energy & Utilities Sector

    August 2007 | Market Analysis by John Willmott

    Organizations in the energy & utilities sector face demand fluctuations and high cost pressure, both major drivers for BPO.

    This analysis of the energy & utilities sector includes identification of:

    • Key business issues and initiatives
    • Satisfaction with current shared services centers
    • Current and planned use of business process outsourcing
    • Attitudes towards use of offshore services.

  • BPO Opportunities in Healthcare & Pharmaceuticals -2010

    May 2010 | Market Analysis by John Willmott

    The "BPO Opportunities in Healthcare & Pharmaceuticals - 2010" market analysis consists of 92 pages.

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

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

  • BPO Opportunities in Healthcare & Pharmaceuticals Sector During 2009

    January 2009 | Market Analysis by John Willmott

    This market analysis, consisting of 79 pages, identifies the business issues now faced by healthcare & pharmaceutical companies, and their key business initiatives and BPO buying intentions for 2009.

    Even prior to the credit crunch, both pharmaceutical companies and healthcare providers recognized the need to reduce their cost-to-serve, and in particular their SG&A costs, and major pharmaceutical companies had already begun outsourcing their F&A, HR, and indirect procurement functions to reduce their overhead costs.

    The report is one of a series covering BPO opportunities in 2009 from an industry sector perspective.

  • BPO Opportunities in Insurance Sector - 2010

    January 2010 | Market Analysis by John Willmott

    The "BPO Opportunities in Insurance Sector - 2010" market analysis consists of 91 pages.

    The market analysis is based on interviews with life and property & casualty insurance executives in the U.S., Europe, and Asia Pacific and covers:

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

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