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BPO Index - January 2015

BPO Index - January 2015

Who Is This Report For?

NelsonHall’s “BPO Index – January 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 over the course of 2014 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 and how do these compare with 2013?

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

Key Findings & Highlights

NelsonHall’s “BPO Index – January 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 2014 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 weakened during 2014 overall despite a modest strengthening year-on-year in Q4 2014.

On a geographic basis, this weakening in BPO TCV reported was largely similar across both North America and Europe, though the absolute level of BPO contract value awarded in 2014 remained higher in Europe than North America.

In both of these major geographies the commercial sector outperformed the government sector which was disproportionately weak in both North America and Europe in 2014.

The sectors that held up most strongly in 2014 were the retail sector, particularly strong in Europe, financial services, which held up relatively well in both North America and Europe, and healthcare. Elsewhere the manufacturing sector exhibited growth in North America, with F&A outsourcing and procurement performing relatively well.

The top fifteen vendors in terms of announced BPO TCV in 2014 were Serco, Garda World, Capita, BNY Mellon, State Street, WNS, Sopra Steria, Wipro, Sitel, CACI, HP, Genpact, Fidelity Investments, Capgemini, and iGate.


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

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