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From: Rakesh Sangani, editor-at-Large, Shared Services & Outsourcing Network (SSON) predicted

Onshore Services and Public Sector (predictions 1 and 5)

, that in 2010, there was an increasing demand for services from onshore customers, either because of the perception of offshore outsourcing or are to the client, taking into account the spin-off of more complex activities. As a result, we would look to buy more from the current outsourcing providers and develop onshore capacity in the U.S., Japan and Europe to serve in this clients.We advance further, that in the provision of onshore capability, we would tour the Indian providers seen in the public sector.

Did you?

Well, from conversations with leading BPO providers and consultants, it has definitely an increase in the onshore service demand in the U.S. and Europe. This was not just rent from the leading vendors show extensively in the U.S. and Europe but also from the next wave of (mid-tier) suppliers and looked at the purchase of American and European performances including Patni, Arvato, Hexaware, Aditya Birla Minacs and Aegis.

In Europe this has been demonstrated through the acquisition of Compass BPO, Care Line Services and Credit Solutions, and the onshore deals with personal accounts of TCS Delivery Authority (£ 600m), Cardiff Council won (£ 150m ) and the UK’s Child Maintenance and Enforcement Commission (£ 55m). Overall, given that Japan has not seen the traction we expected, we would say that our prediction of a crystal ball “almost true”.

reaches shared service center acquisitions (Prediction 2)

predicted there would be at least a significant acquired Shared Services Center, with services then returned to the seller of the services offered.

Is it true?

It was indeed a significant acquisition in shared service centers, and that the 600 FTE acquisition of the Minneapolis food retailer SuperValu Inc., Tata Consultancy Services was. This enhanced capacity TCS in Bangalore and brought with him a large customer list. In addition, there was the acquisition of Aegis, the Customer Contact Center by Sallie Mae in the USA.

We are pleased to say that our forecast for the year was exactly!

UK & U.S. acquisitions by Indian companies (Prediction 3)

predicted to grow that as a top tier Indian vendors looking for new opportunities and the Mid-Market BPO providers at a pace to catch up with the leading players try, we would see to be more U.S. and UK companies and eventually acquired by BPO players.

Did you?

Indeed. This year has seen a spate of acquisitions of Great Britain and the United States by companies such as Compass BPO Minacs Aditya Birla acquired Credit Solutions acquired acquired by arvato Care Line Services and Sallie Mae HGSL of Customer Contact by Aegis.

purchased individual BPO (Prediction 4)

predicted that customers would demand, and therefore more specific solutions to increase the number of providers deliver solutions that need for the industry. This includes industry analysis and the growth of Custom BPO, where vendors move up the value chain to be concentrated “middle office” processes in industry verticals. This would be in the existing contracts where the buyer that the first comfort of BPO.

spread

Did you?

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While growth of the Custom BPO emphatically as we were expecting, it certainly has an increase in activity over the past 12 months. The Heads of State in leading BPO organizations (including Anoop Sagoo, Accenture) will tell you that they saw more traction with moving up the value chain to industry-specific solutions. In particular, insurance solutions and pharmaceutical solutions that move you from “back office” to “middle office” are always popular.

Not surprisingly, it has a clear trend of organizations that have been migrated transactional processes as part of a Phase 1 activity, and pushed out the boat and intensification of certain analytical and Judgement processes as part of Phase 2 .

Rural Outsourcing (Prediction 6)

predicted that in the search for further cost-cutting ability would BPO providers in lower cost regions in India to develop and begin to focus on rural areas.

Is it true?

I will decide for themselves. This year, Genpact has operations in regions to lower costs in India (Pathankot in Punjab and Alwar in Rajasthan) and explores opportunities to work in rural areas. WNS announced that Tier III locations and rural areas is an important part of their strategy, and Xchanging have set in Shimoga in South India.

In this, rural BPOs in India as “Rural Shores” with more and more success as customers and suppliers are looking for lower cost.

BPO Acquisition (prediction 7)

Finally, we predict that either purchased the HP Genpact BPO division in 2010. Unfortunately for us, and perhaps for Cognizant, this was a prediction that is not to be out correctly … Well, not yet!

What we are doing something wrong – in summary, not much;)

This article was first published

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