NCO does BPO, ARM, CRM, and PM. NCO Group specializes in business process outsourcing (BPO), accounts-receivable management (ARM), customer relationship management (CRM), and portfolio management (PM) in an effort to streamline the financial, operational, and customer service activities of its clients. NCO serves businesses worldwide in such industries as financial services, health care, technology, transportation, logistics, telecommunications, utilities, government, and education. The company has more than 100 offices, primarily in the US, but also in Antigua, Australia, Barbados, Canada, Guatemala, India, Mexico, Panama, the Philippines, Puerto Rico, and the UK.
Accounts-receivable services, which represent the bulk of the company's business, include collections, receivables and delinquency management, credit reporting, and payment processing. Customer relationship management services include customer acquisition and retention and technical support. The company has experienced lower levels of collections, largely due to the economic downtown. It hopes to offset the losses by adding new clients.
NCO is focused on building its ARM and CRM businesses and expanding its service offerings in the US and internationally. It has mostly grown through acquisitions over the years. NCO Group has made more than 20 purchases since 1994. Most recently it acquired Health BluePrints, which serves hospitals and other health care providers, in 2010. The following year, the company bought business process outsourcing firm Protocol Global Solutions, while subsidiary NCO Europe bought Complete Credit Management (CCM) from Severn Trent Services Group. CCM supplies credit management and specialized collection services focusing on the UK's utility sector. NCO Group also arranged to buy Axiant, which specializes in legal collections, out of bankruptcy. However, the deal fell through and NCO Group terminated the proposal.
In another deal, NCO's parent One Equity Partners acquired APAC Customer Services in 2011. Post-acquisition, APAC will be combined with NCO; both brands will continue to operate under the holding company Expert Global Solutions.
NCO Group was founded in 1926. With backing from One Equity Partners, chairman and then-CEO Michael Barrist took the group private in 2006. Barrist stepped down as CEO in 2011; he was succeeded by Ronald Rittenmeyer, who has led a number of companies including Electronic Data Systems, Safety-Kleen, RailTex, and Ameriserve Food Services. – less