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Author Topic: UL BPO Validated: Verticalization and Aggregation Accelerate  (Read 2028 times)

Offline anurag08

BPO Validated: Verticalization and Aggregation Accelerate

A pdf file ....

Table of Contents

1. Executive Summary
Introduction
Study Objectives
Methodology
Key Findings and Highlights
Recommendations

2. Methodology and Respondent Demographics
BPO Definition
Sample Demographics
Additional BPO Resources

3. Top BPO Market Trends
Pipeline is Growing, Demand Remains Immature
Aggregation of HR Outsourcing Services Accelerates
Finance and Accounting Outsourcing Remains Moderate
Procurement Outsourcing Emerges
Sales, Marketing and Customer Care Outsourcing Relies on Contact Center Business
SCM Outsourcing Still a Specialty
BPO Sweet Spots
BPO Grows Internationally
Offshore BPO Takes Off
BTO: BPO's Next Frontier?
Top Challenges for 2003

4. BPO Competitive Landscape
Pure-Play BPO Vendors
Exult
Creditek Equitant Xchanging
IT Outsourcers
ACS
CGI CSC
EDS
IBM Global Services
Unisys
Consultants
Accenture
Deloitte Consulting (Soon to Be Braxton)
Deloitte Touche Tohmatsu
CGE&Y
BearingPoint
PwC
Process Specialists
ADP
Convergys Fidelity Employer Services
Hewitt Associates
Synhrgy HR Technologies
Mellon HR Solutions
Other Categories of BPO Players
Vertical Specialists
BSPs
Offshore BPO Providers
Wipro Infosys

5. Selling and Marketing BPO
BPO Offerings and Target Markets
The Promise of Outsourcing
High Expectations
Top BPO Initiatives in 2002 and 2003
BPO Sales and Marketing Strategies
Account Targeting
Value Proposition
Target by Company Size
BPO Selection Criteria
BPO Sales Cycle
BPO Sales Force

6. Contracting and Delivering BPO
BPO Contracting and Pricing
BPO Contract Size
BPO Pricing Models
Establishing Performance Metrics
Operational Metrics ? Process Specific
BPO Delivery Strategies
The BPO Value Chain
Use of Alliances
Remote vs. On-Site Delivery
Staff and Infrastructure Transition
Technology Platform
Software Application Mix
Preferred Application Package
Measurement of Customer Satisfaction

7. Key Success Factors in BPO
Appendix A ? BPO Definitions
Business Administration
Administration
Finance and Accounting
Human Resources
Payment Services
Indirect Procurement
Supply Chain Management
Sales, Marketing and Customer Care
Customer Selection
Customer Acquisition Customer Retention
Customer Extension
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