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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Aegis - Social Media Services
September 2011 | Vendor Analysis by Thomas Whittle
Analyzes Aegis's offerings and capabilities in social media BPO services.
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Aegis - South Africa
May 2011 | Vendor Analysis by John Willmott
Analyzes Aegis' customer management services activity and delivery capability in South Africa.
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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.
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ARO - WAHA Services
November 2011 | Vendor Analysis by Thomas Whittle
Analyzes ARO's offerings and capabilities in work-at-home-agent (WAHA) services.
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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: