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Business Process Outsourcing Newsletter Business Process Outsourcing Newsletter Amit Singh April ‘13 [email protected] Abhinav Goel [email protected] Varun Divgikar [email protected] 1 Table of Contents DEAL SUMMARY .................................................................................................................................. 3 SOURCEHOV’S NEW EQUITY INVESTOR, CITI VENTURE CAPITAL INTERNATIONAL, PARTNERS WITH HOVS ...... 3 ECHO BUYS CALLCREDIT INFORMATION GROUPS BRISTOL BASED CONTACT CENTRE ................................... 3 THE GORES GROUP ACQUIRES OUTSOURCING SERVICES BUSINESS FROM DAVIS + HENDERSON CORPORATION ...................................................................................................................................... 4 STREAM ACQUIRES UNITED KINGDOM-BASED LBM HOLDINGS ................................................................... 4 CONTRACT TRACKER ........................................................................................................................... 6 ORICA CHOOSES NORTHGATEARINSO FOR GLOBAL HR SERVICES IN THE CLOUD ........................................ 6 CHARLES SCHWAB SIGNS CONTRACT WITH DST OUTPUT .......................................................................... 6 EQUINITI RENEWS OUTSOURCING CONTRACT WITH PRUDENTIAL .............................................................. 7 INTEGREON EXTENDS BUSINESS SERVICES ENGAGEMENT WITH SNL FINANCIAL ......................................... 7 ARVATO AWARDED UK CENTRAL GOVERNMENT CONTRACT TO OPERATE FIRST OUTSOURCED SHARED SERVICE CENTRE .................................................................................................................................. 8 STATOIL EXTENDS OUTSOURCING CONTRACT WITH CGI ........................................................................... 8 EXPANSION ...................................................................................................................................... 10 ISGN MOVES TO NEW, LARGER HEADQUARTERS TO SUPPORT CORPORATE GROWTH .................................. 10 MINACS TO HIRE 250+ IN RICHMOND, VA ............................................................................................. 10 ALORICA STRENGTHENS PRESENCE IN CEBU, CREATES JOBS ................................................................... 10 INFOSYS EXPANDS FOOTPRINT IN LATIN AMERICA ................................................................................. 11 SERCO GLOBAL SERVICES LAUNCHES NEW CENTRE IN SOUTH AFRICA ..................................................... 12 MOVERS AND SHAKERS .................................................................................................................... 13 INDECOMM GLOBAL SERVICES APPOINTS MICHAEL FROTTEN, DIRECTOR OF BUSINESS DEVELOPMENT ........ 13 TRENDS AND VIEWPOINTS ............................................................................................................... 14 RPO MARKET PROJECTED TO GROW 12-17 PERCENT IN 2013 ................................................................... 14 AVENDUS BPO COMPOSITE INDEX .................................................................................................... 15 OUR OFFICES .................................................................................................................................... 17 2 DEAL SUMMARY and public sector, is delighted to announce the acquisition of Callcredit Information Group’s, Bristol SOURCEHOV’S NEW EQUITY INVESTOR, CITI based, contact centre. VENTURE CAPITAL INTERNATIONAL, PARTNERS WITH HOVS Phil Newland, Echo’s Managing Director said “The SOURCEHOV PRESS RELEASE [19 MARCH 2013] addition of the Bristol office to the Echo group of companies is an excellent strategic fit for our business SourceHOV, a leading provider of business process as they share our approach to offering clients high outsourcing (BPO) and Knowledge Process quality, value added service, dealing primarily with Outsourcing (KPO) solutions, today announced that complex contact management requirements. They also Citi Venture Capital International (“CVCI Private share our commitment to achieving business growth. Equity”) is investing in the Company as a new equity Echo continues to achieve strong growth despite partner with HOVS (“HandsOn”). The transaction challenging economic conditions and the acquisition of contemplates that CVCI Private Equity will purchase all the Bristol team complements our growth strategy by of the ownership interests of affiliates of Apollo Global allowing us to look beyond our traditional sectors and Management (“Apollo”) and certain minority holders’ in further strengthen our complex contact management SourceHOV. offering to existing clients.” This exciting new HandsOn and CVCI Private Equity The Bristol based contact centre teams provide multi- partnership positions the Company for accelerated channel, multi-functional complex contact growth through industry leading advisory formed by a management to both public sector and blue chip tenured investment team with specialized technology clients. Their services include inbound contact and service industry experience. HandsOn has never handling, helplines, database management and been more confident in the Company’s growth campaign planning, automated call handling and prospects and is excited to continue driving the subscription services. By combining highly trained staff Company towards expansion of technology-enabled with high specification technology the team ensure that services with CVCI Private Equity as a strategic excellent service is delivered to both clients and partner. consumers. CVCI Private Equity is a leader in international private Following a strategic review Callcredit concluded that, equity investing, and currently manages over $7 billion although the contact centre remained a strong in equity investments and committed capital. CVCI performing part of the business, it was no longer Private Equity has an internationally integrated considered a core part of its portfolio with the strategy investment team with over 50 professionals worldwide moving forwards focusing on data and analytics. and a local presence in New York, Singapore, Mumbai, New Delhi, Hong Kong, London and Christopher Savage, Managing Director of Callcredit Santiago. CVCI Private Equity has made investments Marketing Solutions said, “We have undertaken a of over $1.2 billion in 13 different Business Services comprehensive process to find the best owner of our and Cross-Border Outsourcing companies operation and we have found the ideal organisation in Echo. It was critical to us that we identified the right ECHO BUYS CALLCREDIT INFORMATION partner for our clients and the best home for our staff. I GROUPS BRISTOL BASED CONTACT CENTRE am delighted that we will have a close working ECHO PRESS RELEASE [15 MARCH 2013] relationship with Echo as we collaborate on several joint projects as they continue to provide services to Echo Managed Services, the leading customer Callcredit”. process management services provider to UK utilities 3 As part of the transaction all staff currently employed STREAM ACQUIRES UNITED KINGDOM-BASED within the Bristol based contact centre will transfer LBM HOLDINGS across to Echo Managed Services. STREAM GLOBAL PRESS RELEASE [1 MARCH 2013] THE GORES GROUP ACQUIRES OUTSOURCING SERVICES BUSINESS FROM DAVIS + Stream Global Services, today announced that the HENDERSON CORPORATION company has completed its acquisition of all the GORES GROUP PRESS RELEASE [8 MARCH 2013] outstanding share capital of LBM Holdings Limited and related LBM group companies. The Gores Group, a leading Los Angeles-based investment firm, today announced that it has entered LBM is a premier demand and lead generation into a definitive agreement to acquire three business solutions provider that designs and delivers complete units in Canada from the Davis + Henderson customer lifecycle solutions for U.K. and global Corporation (TSX:DH), focused on (i) business business-to-consumer and business-to-business process outsourcing, (ii) coupon and rebate brands. LBM has approximately 2,500 employees processing, and (iii) real estate software. Terms of the across six locations in the United Kingdom, providing transaction, which was led by The Gores Small solutions for companies in a range of industries, Capitalization Partners, were not disclosed. including telecommunications, financial services, utilities, automotive and retail. These business units will be operated under the newly formed Millennium Process Group, Inc, which is Stream is a global business process outsourcing headquartered in East Mall, Ontario. Regional offices services firm that provides sales, customer care, and located in Saint John, New Brunswick and London, technical support services to many of the best-known Ontario will remain in place servicing the Canadian Fortune 1000 companies. Stream operates more than coupon and real estate markets. 50 service centers globally with more than 37,000 employees worldwide. "The Gores Group is excited about the formation of Millennium Process Group as a result of the Stream expects the acquisition to enhance its sales acquisition of these D+H assets," said Victor C. Otley, and revenue generation service offerings. The Managing Director for The Gores Group. "This platform transaction will allow Stream to offer a full suite of will provide current and future customers a stable demand and lead generation capabilities to clients and service delivery platform focused on the Canadian
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