Market Analyses

Understand the market and its implications for your sourcing strategy with our in-depth market analyses of customer management services, assessing the outsourcing of contact center and customer service both individually and in bundled form

These are detailed reports on specific customer management services activities such as application of multi-shoring and use of CMS in the financial services sector. Each market analysis includes coverage of:

  • Reasons why organizations adopted CMS outsourcing
  • Inhibitors to CMS outsourcing adoption
  • Benefits achieved from CMS outsourcing
  • Market size and growth
  • Vendor market shares
  • Vendor positioning
  • Critical success factors.

Search all CMS market analyses

Latest CMS market analyses

  • 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.

  • User Requirements from Contact Center Outsourcing

    May 2010 | Market Analysis by John Willmott

    The nature of customer management services or contact center outsourcing has changed considerably in the past 18-months, with organizations placing much higher demands on their suppliers than previously. Part of this requirement is predictably a demand for even higher cost-effectiveness, but in addition organizations are seeking a much greater level of effectiveness and expertise in improving their customer experience.

    The purpose of NelsonHall's "User Requirements in Contact Center Outsourcing" report, consisting of 206 pages, is to assist sourcing managers and vendors in understanding the impact of these developments within contact center outsourcing in 2010. In particular, the objectives of the report are to identify both overall and by industry sector:

    • The perceived importance of contact centers to the future success of their parent organizations
    • The principal challenges faced by contact center services operations in 2010 including the levels of productivity improvement sought
    • Areas of high and low satisfaction within existing contact center services and the initiatives planned by organizations for 2010 to enhance their customer handling capability
    • Levels of intention to outsource contact center services planned for 2010
    • Client requirements from outsourced contact center services, including requirements for outsourcing in support of emerging market entry
    • The ways in which the new requirements being placed on contact center outsourcing have changed the key triggers for outsourcing
    • The nature of the expertise now required from customer management services vendors
    • The extent of the requirement for multi-channel services
    • Attitudes towards ongoing development of nearshore and offshore delivery
    • The extent to which WAHA is sought within the delivery mix and the nature of the benefits sought from use of WAHA services.
  • Platform BPO - Definition

    April 2010 | Market Analysis by Katharina Grimme

    Contains NelsonHall's definition for platform BPO

NelsonHall would be pleased to learn about your interests and requirements. If there are further topics that you would like NelsonHall's CMS program to cover, please contact NelsonHall.

John Willmott

John can assist you with queries related to Customer Management Services and in particular in supporting queries relating to the content shown within this program.

To obtain John's advice:

Quick Actions

CMS Contracts Database

Track the pattern of Customer Management Services service adoption in your industry by monitoring CMS contract awards by your peers. Identify who are the successful vendors in your industry now. Updated monthly - last update August 1, 2010.

In order to download the Contracts Database you need to be a client for this program. Please login or contact NelsonHall about this program.