Browse latest CMS reports by title
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24/7 Customer - High-Tech CMS
January 2009 | Vendor Analysis by Suvradeep Bhattacharjee
Analyzes the customer management services capabilities of 24/7 Customer in the high-tech sector.
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ACS - WAHA Services
May 2009 | Vendor Analysis by Jeff Selub
Analyzes ACS' offerings and capabilities in WAHA services.
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Aditya Birla Minacs
March 2008 | Vendor Analysis by Suvradeep Bhattacharjee
This assessment of customer management services specialist Aditya Birla Minacs consists of 11 pages.
The acquisition of Minacs Worldwide in July 2006 transformed TransWorks into a global player with c. 11,000 agents and operations in India, U.S., Canada, U.K. and Germany. The merged company, now called Aditya Birla Minacs, has global revenues of c. $283m. This acquisition was aimed at building scale and strengthening TransWorks capabilities in automotive and technology/telecom sectors in North America.
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Aditya Birla Minacs - High-Tech CMS
January 2009 | Vendor Analysis by Suvradeep Bhattacharjee
Analyzes the customer management services capabilities of Aditya Birla Minacs in the high-tech sector.
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Atento
October 2007 | Vendor Analysis by Suvradeep Bhattacharjee
Atento is focusing largely on Latin America, targeting financial services, telecom and retail sector clients.
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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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BPO Contract Termination
May 2007 | Case Study by Rachael Stormonth
Provides best practice guidelines for BPO contract terminations.
The guidelines cover:
- Reasons for contract termination planning
- BPO contract termination frameworks
- Categories of termination
- Common termination requirements
- Recommendations.
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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.
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BPO Expectation vs. Reality
December 2002 | Case Study by John Willmott
This is a presentation given by NelsonHall at a BPO Conference in December 2002 to illustrate what can be achieved "in reality" through use of Business Process Outsourcing".
This presentation is published within Package 1 of NelsonHall's BPO & Outsourcing subscription service.
To order, please download the following:
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BPO Opportunities in the Telecoms & Media Sector - 2010
January 2010 | Market Analysis by John Willmott
The "BPO Opportunities in Telecoms & Media Sector - 2010" market analysis consists of 90 pages.
The market analysis is based on interviews with telecoms and media executives in the U.S., Europe, and Asia Pacific and covers:
- Key business issues and initiatives for 2010 within telecoms and media companies
- Shared services issues, initiatives, and telecoms & media companies' SSC outsourcing intentions
- BPO purchasing intentions in 2010 within telecoms and media companies by service type
- Impact of the economic slowdown on telecoms and media companies' approaches to BPO, including attitudes towards use of offshore services and pre-standardized BPO services.