May 21, 2008 on 1:56 pm | In Uncategorized |

Introduction

EquaTerra is pleased to release the fi ndings of the 1Q08 BPO/ITO EquaTerra advisor and service provider Pulse surveys. Through these surveys, EquaTerra has developed a highly informative gauge that provides quarterly insights nto trends and projections on the BPO/ITO market gleaned from its own fi eld advisors, as well as leading global BPO/ ITO service providers. EquaTerra’s advisors are the leading experts on business process and information technology outsourcing and are intimately involved on a daily basis with buyer organizations actively exploring or undertaking major outsourcing efforts.

Since their inception in 2004, the EquaTerra BPO/ITO Pulse surveys have yielded insightful market analysis including longitudinal comparisons derived from recurring topical themes. The Pulse surveys capture changes in demand, scope, capacity and related key market indicators. They highlight changes, and the direction of change, in the outsourcing industry as a whole. The surveys focus on where the market is going and how that future direction is changing – or not – compared to prior quarters and years. EquaTerra also incorporates into this research deliverable additional key quantitative market data and leading indicators from sources outside the Pulse surveys. These sources include, but are not limited to, EquaTerra’s own pipeline, interviews with leading BPO and ITO service providers, and fi ndings from other EquaTerra market research.

This edition of the advisor and service provider Pulse surveys reflect BPO and ITO market activity during 1Q08 (January through March 2008) and projections for the balance of 2008. Topics evaluated include the following:

• Demand and buying patterns, including the impact of the economic downturn on outsourcing demand
• Deal scope, pricing, contract value and profi tability
• Sales cycles and ramp-up time
• Service provider pursuit and delivery capacity

Additional market research incorporated in this edition of the Pulse survey report includes:

• Outsourcing’s role in making human resources more strategic
• The characteristics and critical success factors of next generation outsourcing
• Trends in mid-market ITO

These surveys focus on BPO, defi ned as the outsourcing of multiple, back-offi ce or general and administrative business
processes, vertical industry services, and customer care work, to a third-party service provider and/or ITO services in either a
standalone arrangement or integrated with BPO. The primary functional areas covered under the surveys are as follows:

• Customer care/call center
• Finance & accounting
• Human resources
• Information technology
• Knowledge process outsourcing
• Procurement
• Vertical industry business services

The following leading global BPO/ITO service providers were polled for this quarter’s sell-side survey:

• ADP
• Capgemini
• Ceridian
• Convergys
• CSC
• ExcellerateHRO
• Fidelity
• Hewlett Packard
• ICG Commerce
• Infosys
• Outsource Partners
• Perot Systems
• TCS
• T-Systems
• Wipro
• WNS

Read more: http://www.equaterra.com/newsletters/Pulse_Results_1Q08.pdf