BPOs Must be Mindful of M&A Messaging
No one can doubt that the BPO sector is in a period of consolidation. Some may argue that this has been the case since the early part of the decade and that the momentum around M&A activity has not abated. Even so, the last 18 months seem to have been especially frenetic with outsourcing operators […]
Greenfield a Viable Strategy for US BPO Market Entry
As more outsourcers seek entry into the US CX space, there is growing uncertainty about how to do so. With consumer activity picking back up, enterprises across the vertical spectrum are desperate for partners to help drive end-user loyalty. However, players coming into the US from abroad are finding that an increasingly attractive way to […]
yoummday Makes Solid CX Gains With ICON Acquisition
The summer months can be quiet in the CX market. Granted, interactions often spike as consumers ramp up vacation plans, which certainly has been the case this year, as seen with the chaos associated with travel. However, during this period outsourcing players tend to avoid big strategic moves. This consensus was shattered with the recent […]
Summer of Consolidation a Hot One for BPOs
The trend toward consolidation in the CX outsourcing space has taken on a frenetic pace of late. With more action over the past several weeks than any other time in recent memory, outsourcers have a growing sense of urgency that it is time to start targeting potential buys, or risk becoming a target themselves. Moving […]
BPOs Need to Prepare for Enterprise Merger & Acquisition Activity
It makes sense that the outsourcing community has not been as focused on ‘business as usual’ preoccupations the past year. However, BPO providers must understand that there are commercial pressures outside the pandemic, and these require attention too. One of these is ongoing merger & acquisition activity that has continued throughout COVID19. Regardless of vertical, […]
Advantage Communications’ Acquisition Highlights the BPO Value of Tijuana
Recently, Canadian provider Advantage Communications highlighted the growth potential of value-driven delivery points with the announcement that it will take a majority stake in Tijuana-based First Kontact. Not only does this constitute a strong kick-off to 2020’s consolidation activity, it puts the spotlight on a location that is rapidly becoming a hotspot in the American […]
TELUS International Makes a Bold Move with Plan to Buy Competence Call Center
Acquisition activity remains robust at the end of 2019, with outsourcers more focused than ever on driving presence in this competitive marketplace. This was evidenced most recently by way of TELUS International announcing plans to acquire Competence Call Center, subject to regulatory approvals. With this transaction, expected to close in early 2020, TELUS International will […]
Consolidating Outsourcers Need to Manage Client Risk
Consolidation within contact center services industry has been clear for some time, and it appears set to continue. And, while this broader trend should surprise no one given the need for players to cement their competitive positioning, none can lose sight of their clients in this dynamic. While many providers are aiming to buy or […]
Outsourcers Must be Decisive in Current Consolidation Climate
As outsourcing business picks up in 2019, there is little doubt that one of the main topics in customer service management concerns consolidation – effectively, which players are looking to buy and what providers are aiming to be purchased. This has been a dynamic long in the making, carrying over from furtive M&A activity in […]
Front-Office BPO Consolidation Leaves Little Margin for Buying Errors
Francis Ford Coppola’s epic film The Godfather is a trove of great scenes, and one is especially applicable in the current consolidation-driven contact center services market. As Michael Corleone and Peter Clemenza discussed, there’s a shakeout among families every five to ten years. To draw a loose parallel between cinema and reality, in front office […]