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BPO Index - April 2015

BPO Index - April 2015

Who Is This Report For?

NelsonHall’s “BPO Index – April 2015” report is one of a series of quarterly reports for tracking trends in the levels and nature of BPO contract activity designed for:

Sourcing managers investigating sourcing developments within BPO

Vendor marketing, sales and business managers monitoring BPO contract activity and developing strategies to target BPO service opportunities

Financial analysts and investors specializing in the IT services and BPO sector.

Scope of the Report

The report analyzes the BPO contract activity in Q1 2015 and over the past 12 months (April 2014 to March 2015) and addresses the following questions:

What is the trend in BPO and IT outsourcing contract activity globally and by region?

How does this level of BPO contract activity compare with the seasonal average by quarter?

What are the trends in BPO contract activity by industry sector?

What are the trends in BPO contract activity by service type?

What were the global BPO TCV market shares of the vendors in 2014-2015 and how do these compare with 2013-2014?

The contract analysis is global in scope and covers all industry sectors including the public sector.

Key Findings & Highlights

NelsonHall’s “BPO Index – April 2015” report is one of a series of quarterly reports for tracking trends in the levels and nature of BPO contract activity. The analysis focuses on trends in BPO contract activity in Q1 2015 and over the past 12-months and is global in scope. In addition to covering all geographies, the analysis covers all industry sectors including the public sector and front-office, back-office and industry-specific BPO.

BPO TCV strengthened in Q1 2015 building on the modest improvement in BPO TCV in Q4 2014 despite a poor rolling 12-month year-on-year performance as a result of low contract activity in Q2 and Q3 2014.

On a geographic basis, BPO TCV strengthened in North America in Q1 2015. BPO TCV weakened in Europe despite a continuing strengthening contribution from the Netherlands.

On a pro rata basis, BPO TCV could be expected to grow by 9% across North America and Europe in 2015 relative to 2014.

BPO TCV continues to be dominated by the government and financial services sectors, though over the past 12-months the North American market has experienced a significant increase in activity in manufacturing and energy & utilities sectors.

The top fifteen vendors in terms of announced BPO TCV over the 12-months ending March 2015 were Serco, Capita, Garda World, Capgemini, State Street, Infosys, SAIC, Sopra Steria, WNS, Wipro, Fidelity Investments, Sitel, ADP, CACI, and HP.


1. Introduction
2. BPO & IT Outsourcing Contract Activity by Geography
3. BPO Contract Activity by Sector & Process
4. BPO Confidence Index
5. BPO Contract Activity Market Shares
6. Conclusions

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