Banking BPO – Service Provider Landscape with PEAK Matrix™ Assessment 2013

30 Sep 2013
by Rajesh Ranjan

$2,999.00

INTRODUCTION

Banking BPO is the largest and the most mature market within BFSI BPO. As financial institutions look to further cut costs, grow beyond traditional markets, and find new channels to reach customers, they are also increasingly turning to BPO as a key tool to stay competitive. Service providers, on their part, are trying to increase market share, develop new offerings, and improve their delivery capabilities, through both the organic and the inorganic route. With more comprehensive offerings to choose from, banks should assess service provider capabilities across various parameters, and keep in mind both current and future needs when selecting a service provider.

<img src="https://research.everestgrp.com/wp-content/uploads/2013/09/peak_matrix_for_banking_bpoSPL_913.png" border="0" alt="Everest Group Performance | Experience | Ability | Knowledge (PEAK) MatrixTM for banking BPO" title="Everest Group Performance | Experience | Ability | Knowledge (PEAK) Matrix for banking BPO" width="400" height="293" align="middle" />

Scope and Methodology

In this research, we analyze the global banking BPO service provider landscape, focusing on:

  • Relative positioning of 17 service providers on Everest Group’s PEAK Matrix for banking BPO
  • Service provider capability assessment across key dimensions
  • Emerging service provider trends
  • Implications for key stakeholders

Global banking BPO service provider market share

CONTENT

This report will assist key stakeholders (financial institutions, service providers, and technology providers) understand the changing dynamics of the banking BPO market service provider landscape. It will also help them identify market Leaders, Major Contenders, and Emerging Players for 2012. The report provides detailed analysis of service provider market share, relative position on Everest Group PEAK Matrix, capability assessment, and emerging service provider trends. Some of the findings in the report are:

  • There are two service providers in the Leaders’ category (Genpact and TCS) and eleven service providers (Cognizant, EXL, HCL, iGATE, Infosys, Mphasis, Serco, Sutherland, Wipro, WNS, and Xerox) in the Major Contenders’ category, followed by four service providers (CSC, Dell, Syntel, and Tech Mahindra) in the Emerging Players’ category
  • The banking BPO market is getting competitive - market share of Leaders (top two service providers) declined in 2012 (YoY)
  • Top quartile performers (by scope) have a balanced portfolio, a relatively even mix of FTEs, and serve a higher number of LoBs as compared to others
  • Top quartile performers (in terms of technology) provide technology-enabled services in almost all their contracts
  • Increasing number of solutions in the area of analytics and mortgage BPO
  • Rising focus by service providers on providing social media and mobility solutions to financial institutions
 

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