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2015 North America BPO Mergers & Acquisitions Update

  • September 2015
  • -
  • Frost & Sullivan
  • -
  • 19 pages


The North American Customer Care Outsourcing market is going through monumental changes that impact service delivery models, locations of delivery centers, and market strategies. BPO service providers in the customer care, support and sales arena, are rapidly expanding their presence around the globe to tap into new clients, acquire expanded language expertise and offer services from even more locations. Business Process Outsourcers (BPOs) are accelerating that growth, primarily through mergers and acquisitions (M&A). This Market Insight will highlight a number of large BPO M&A transactions that have transpired in the last 6 years to understand the drivers, patterns and trends. In preparing this report, Frost & Sullivan conducted interviews with executives from the following companies:

- Alorica
- Convergys
- Hinduja Global Solutions
- Sutherland Global Services
- SYKES - Teleperformance
- Qualfon

We sincerely thank these companies for their participation. Please note that the insights and opinions expressed in this assessment are those of Frost & Sullivan and have been developed through our research and analysis. The expressed insights and opinions do not necessarily reflect the views of the companies cited here. Frost & Sullivan has a global team of analysts and consultants continuously researching a wide range of markets across multiple sectors and geographies. As part of this ongoing research, we identify companies that are true industry leaders, delivering best practices in growth, innovation, and leadership (GIL). Identifying such companies involves extensive primary and secondary research across the entire value chain of specific products and/or markets. Several of the companies interviewed for this Market Insight have recently received Frost & Sullivan Best Practice Awards.

Table Of Contents

2015 North America BPO Mergers and Acquisitions Update
Introduction 3
Listing of Notable BPO Acquisitions 4
Definition of Terms: Merger vs Acquisition 5
Market Conditions and Drivers6
Target Search and Due Diligence8
Critical MandA Success Factors9
Company Profiles10
Hinduja Global Solutions (HGS)12
Qualfon 13
Sutherland Global Services 14
Conclusion 17
Legal Disclaimer18
The Frost and Sullivan Story 19

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