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Business Process Services Confidence Index - March 2015

Business Process Services Confidence Index - March 2015

Who Is This Report For?

NelsonHall’s “Business Process Services Confidence Index: March 2015” report is one of a series of quarterly reports for tracking levels of supplier confidence and trends in business process services designed for:

Executives monitoring the maturity of, and developments in, business process services

Sourcing managers investigating sourcing developments within business process services

Vendor marketing, sales and business managers monitoring business process services trends and developments, and developing strategies to target business process services opportunities

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

Scope of the Report

NelsonHall’s Business Process Services Confidence Index is a quarterly index of confidence, to monitor changes in industry confidence in the global BPS market.

The objectives of the quarterly “BPS Confidence Index” are to identify:

Whether the demand for business process services has strengthened or softened in the past quarter

Expectations of how the relative demand for business process services will change over the coming year

The factors that are influencing change in demand

The characteristics of contracts that are showing relatively high and low acceptance

To produce a “business process services index of confidence” that will be widely reported and used in reference to the BPS market.

The geographic scope of the research is global.

Within business process services, the scope of outsourced processes includes:

HR BPS

F&A BPS

Procurement BPS

Supply chain management BPS

Analytics & reporting BPS

Contact center services

Document management

Industry-specific BPS

Key Findings & Highlights

NelsonHall’s “BPS Confidence Index: March 2015” report is one of a series of quarterly reports for tracking levels of supplier confidence and trends in business process services.

The report is free-of-charge to subscribers to NelsonHall’s BPS Business Development program and to companies that participate in the survey.

Key highlights include:

BPS industry confidence is currently high

By service line, F&A BPS was perceived to have exhibited above average growth in Q4 2014, ahead of HR BPS and contact center services, as were the related and emerging areas of procurement BPS and supply chain management and this pattern is broadly expected to repeated in 2015.

Nonetheless, frozen decision-making and business uncertainty are still significant inhibitors to adoption of BPS services

The majority of revenue continues to be accounted for by FTE-based and fixed price mechanisms though variable pricing, predominantly transaction or per user based, is increasingly important

Service delivery appears to be increasingly polarizing between that which needs to be done onshore for regulatory or client proximity reasons and that which can be industrialized offshore, with nearshore delivery increasingly being squeezed between the two

The top three factors influencing HR outsourcing contract signings were 1. Organizations looking to drive new business models or increased levels of transformation; 2. Organizations adopting BPS to reduce revenue leakage or drive revenue growth; and 3. Organizations seeking to improve reporting & analytics capability.


1. Introduction
1.1 Objectives and Scope
1.2 Methodology
1.3 Structure of the Report
2. Executive Summary
3. BPS Industry Experience and Expectations
3.1 Q4 2014 Global Experience
3.2 2015 Global Expectations
3.3. Global Influencing Factors

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