Business Process Outsourcing (BPO): Market Research Report

Date: May 1, 2012
Pages: 1281
Price:
US$ 4,950.00
Publisher: Global Industry Analysts, Inc
Report type: Strategic Report
Delivery: E-mail Delivery (PDF)
ID: B792E64920BEN
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Business Process Outsourcing (BPO): Market Research Report
This report analyzes the worldwide markets for Business Process Outsourcing (BPO) in US$ Million by the following Horizontal Segments: Finance & Accounting, Customer Services, HR, KPO, and Procurement.

The market is also analyzed by the following End-Use Verticals: Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others (Includes Construction, Transportation, Travel, Healthcare, and Government among Others).

The report provides separate comprehensive analytics for the US, Canada, Asia-Pacific, Europe, and Rest of World.

Annual estimates and forecasts are provided for the period 2010 through 2018.

Also, a six-year historic analysis is provided for these markets.

The report profiles 357 companies including many key and niche players such as Accenture Plc, Automatic Data Processing, Inc., Xerox Corporation, Aon Hewitt, Capgemini, Capita Plc, Ceridian Corporation, CGI Group, Inc., Cognizant Technology Solutions Corporation, Computer Sciences Corporation, Dell Services, EXLService Holding, Inc., Genpact Limited, HP Enterprise Services, IInfosys BPO Ltd., Intelligroup, Inc., International Business Machines Corporation, KARVY Global Services Limited., Keane, Inc., NorthgateArinso, Procurian, Inc., Randstad Holding n.v., Serco Group, Plc, Intelenet Global Services Pvt. Ltd., StarTek, Inc., Steria, Syntel, Inc., Tata Consultancy Services Limited, TriNet Group, Inc., Wipro Limited, and WNS (Holdings) Limited.

Market data and analytics are derived from primary and secondary research.

Company profiles are primarily based upon search engine sources in the public domain.
I.INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS

Study Reliability and Reporting Limitations
Disclaimers
Data Interpretation & Reporting Level
Quantitative Techniques & Analytics
Product Definitions and Scope of Study
Horizontal Segment
Finance & Accounting
Customer Services
Human Resources Outsourcing
Knowledge Process Outsourcing
Procurement BPO
End-Use Segments
Manufacturing
Banking, Insurance & Finance Services (BFSI)
Telecommunications & Technology
Retail
Others

II. EXECUTIVE SUMMARY

1.INDUSTRY OVERVIEW

A Prelude
High Potential for ‘Business Transforming’ BPO Services
BPO: Market Characteristics, Growth Drivers and Determinants
Recession Slows Down Growth in the Outsourcing Industry

Table 1. Global BPO Contracts by Size (Total Contract Value): 2010 (includes corresponding Graph/Chart)

Post Recession Prospects
Current and Future Analysis
Debt Crisis Reinforces Focus on Outsourcing
Emerging Markets Spur Growth
Growth Opportunities in Service Segments
BPO Adoption in End-User Markets

Table 2. BPO Services in End-Use Markets – Ranked by CAGR (includes corresponding Graph/Chart)

2.MARKET DYNAMICS

Sourcing Strategy/Model: Means to Achieve Business Process
Sole Sourcing – A Model for Increasing Operational Efficiency
One-Stop-Shop for Comprehensive HR Outsourcing
Multi-Source Approach: Gains Strength
Benefits of Multi-Sourcing Approach
Challenges Facing Multi-Sourcing Strategy
Offshore BPO: Driving Cost-Effectiveness

Table 3. Global Offshore BPO Market by Destination Country (2011): Percentage Share Breakdown of Revenues (includes corresponding Graph/Chart)

Offshore Outsourcing of Call Centers
Protectionism – Implications for Offshore BPOs
A Brief Sketch of Major Outsourcing Centers
India
China
Malaysia
Czech Republic
Singapore
Philippines
Brazil
Canada
Poland
Egypt
Mexico

3.MARKET TRENDS

Major Trends – In a Nutshell
Alternate Offshore Locations Challenge Dominance of Traditional Centers
Latin America Emerges as a Global Delivery Location
Continental Europe Opens Up to BPO
New Business Areas Make Gains
Industry-Specific BPO Services Continue to Gain Strength
Supply Management Outsourcing Market on an Upswing
Regulatory Changes to Drive BPO Uptake
BPO: Heading towards Commoditization?
Contract Pricing: A Sticking Point
Vendors Endeavor to Address the Unique Needs of SME & Mid-Market Sectors
Advanced Technologies Come to the Aid of BPO Providers
Social Networking Trend Transforms Business Strategies
Growing Popularity of Cloud Computing
BPO Providers Warm up to Green Computing
Nearshoring Finds Favor among Businesses
Growing Significance of Value Addition
Platform BPO – A Key Driving Factor
Merchants Opt for Outsourcing to Protect Credit Card Data
Growing Proportion of Non-Linear Revenues
Demand for BPOs that Bring About Transformational Change
The Importance of Impact Sourcing

4.AN INSIGHT INTO MAJOR HORIZONTAL SEGMENTS

Finance and Accounting BPO (FAO)
Customer Services BPO
Human Resources BPO (HRO)
Recruitment Process Outsourcing (RPO)
HR Outsourcing Types
Procurement BPO
Knowledge Process Outsourcing (KPO)
BPO Vs KPO

5.FINANCE & ACCOUNTING OUTSOURCING

A Dynamic Segment
Snapshots
Challenging Market Environment Spurs Outsourcing Demand
Recession Compels Strategy Change
Steady Growth Prospects
Regulatory Compliance: Key Driving Factor
Growing Demand from Emerging Markets
Customers Look to Scale Up
Technology Augmentation Comes into Vogue
Verticalization Trend in FAO
Tier-II Providers Look to Expand Share
Innovation: A Key Factor
Year 2010: A Review
In a Nutshell
Segment Overview

Table 4. Global F&A BPO Market by Industry (2008-2010): Percentage Share Breakdown of Total Contract Value of Engagements for Telecom, Software & Hi-Tech; Utilities, Energy & Chemicals; Banking, Financial Services/Insurance; Consumer Packaged Goods; Manufacturing; Retail; Transportation & Logistics; and Others (includes corresponding Graph/Chart)

New Contracts & Renewals: Opportunities for Growth
ACV Increases for Multi-Process FAO Contracts
Changing Industry Dynamics Influence BPO Vendor Selection
Pricing Models of BPO Vendors
Traditional Pricing
Value-based Pricing
Outcomes-based Pricing
Competitive Landscape
FAO Vendor Landscape

Table 5. Leading Players in the Global F&A BPO Market (2010): Percentage Share Breakdown of Revenues for Accenture, IBM, Genpact, ACS, Capgemini, and Others (includes corresponding Graph/Chart)

6.CUSTOMER SERVICES BPO

A Prelude
Opportunities from Growing Web-Based Interactions
Asia-Pacific: A Favored Destination for Contact Centers
Contact Center Outsourcing Services Makes Inroads into New Verticals
Service Providers Adopt New Strategies

7.HR BUSINESS PROCESSES OUTSOURCING

A High-Profile Segment
Future Growth Opportunities
Snapshots
HR Activity in the Recent Past: A Review

Table 6. Number of HRO Transactions, Worldwide (2003-2008) (includes corresponding Graph/Chart)

RPO: Opportunities for Growth
Multi-Process HRO Market: An Overview
Competitive Landscape
Competitive Landscape in the Global Multi-Process HRO Market
Noteworthy Trends & Issues
Cost Reduction: Finding Favor Again in Difficult Times
Recession Ups Adoption of Single Process Deals
Companies to Continue to Feeling the Heat of Recession
Contract Renewals – On the Rise
Buyers to Adopt a Tighter Focus
Shrinking Deal Sizes
Emergence of Mid-Market
Demand for Newer & Innovative Platforms
Trend Towards Process Convergence
Transformation to Services TCO
‘Transformational-Transfer’ & ‘Component Based’ Models Find Acceptance
Focus on Short-term Deals
Fewer Processes in Multi-process HRO Deals
Best-of-the-Breed Concept Gains Strength
Multi-Country Presence of Vendors
Asia-Pacific: Center of Attraction
Talent Acquisition, Effective Alignment of Skills & Processes
Talent Retention: An Equally Important Task
Rising Significance of Analytics
HR Portal: The Latest Trend
Migration to the Cloud
Self-Service: An Option for Mobile Workforce

8.KNOWLEDGE PROCESS OUTSOURCING

Knowledge-Intensive Companies Foster Demand for KPO Services
KPO Industry Fights the Recession
Implications of Depreciating Rupee on the KPO Industry
India: The Leader in KPO Marketplace
BFSI Research and Analytics Services
Legal Research and Legal Process Services
Publishing Services
BPO Providers Look to Extend Presence into KPO Sector
Shift towards Value Creation – The Only Way Out
Supplier Glut Imminent
KPO Companies Focus on Productivity
Future Looks Bright for Analytics Outsourcing Market

9.PROCUREMENT BPO

Introduction
Key Demand Generators
Year 2010: A Review
Multi-Process Procurement BPO: An Overview
Growing Significance of Procurement Function
Future Opportunities: An Increasingly Strategic Role for PO
Clients Look for New Business Models
Relevance of Procurement Outsourcing for Large Businesses
Challenges Confronting PO Vendors
Leading Players
Market Leaders & Challengers in the Global Procurement Outsourcing Market
Player Strategies
Logistics BPO

10.COMPETITIVE LANDSCAPE

BPO Industry: Competitive Scenario
Consolidation Activity Intensifies
Leading Players

11.SERVICE OVERVIEW

Introduction
Vertical Vs Horizontal BPO
Vertical BPO
Horizontal BPO
Onsite, Offsite and Offshore BPO Models
Onsite Business Process Outsourcing
Offsite Business Process Outsourcing
Offshore Business Process Outsourcing
BPO Business Models
Types of BPO Structures
Common Services Offered by BPO Providers
Customer Support Services
Technical Support Services
Employee IT Help-desk Services
Telemarketing Services
Insurance Processing
Data Conversion Services
Data Entry Services
Planning for BPO
Why Outsource to Third World Countries?
The BPO Advantage
How is BPO Different from ASP?
Platform BPO
Platform BPO Vs Traditional BPO
Advantages of Platform BPO
Challenges Facing Platform BPO

12.REVIEW OF SELECT END-USE MARKETS

Manufacturing Sector
Telecommunications Industry
Retail Sector
Banking, Insurance & Finance Services
Bookkeeping
Budgeting
Credit Card Processing
Financial Reporting
Financial Statements
General Ledger Maintenance
Bank Reconciliation Statement
Financial Analysis
Preparation of Tax Returns
Mortgage Processing Services
MPO Market: Recession & Beyond
Banking Sector
Business Case for Outsourcing in Banking Sector
Insurance
A Prelude
Industry on the Recovery Mode
Healthcare Insurance
Travel & Transportation Industry
Travel Services
Airline Industry
Logistics and Transportation
Healthcare Industry
Select Outsourced Services
Medical Billing Service
Medical Claims Filing
Medical Coding
Medical Transcription Outsourcing
Life Sciences Outsourcing
Complexities in Outsourcing of Healthcare Processes
A Fragmented Market
Leading Players in the Healthcare BPO Market
Government BPO
Construction

13.SERVICE/PRODUCT LAUNCHES

Visionet Launches BPO Services
Capgemini Introduces New BPO Supply Chain Administration Services
Inspirage to Unveil Oracle-based BPO Service
TriZetto Group Expands BPO Services Portfolio
Broadridge Financial Solutions Unveils New BPO Services
Broadridge Financial Solutions Expands BPO Services
Infosys BPO Introduces Enhanced Sales and Fulfillment Outsourcing Services
NewlineNoosh Enhances Noosh
SOURCECORP Introduces Revenue Integrity and Risk Assessment Offering
TCS to Launch Platform-Based BPO
KUNNECT Unveils Call Center Solutions
ACS Introduces SyncHRO

14.RECENT INDUSTRY ACTIVITY

IBM Acquires Emptoris to Extend Smarter Commerce Initiative
Infosys BPO Acquires Portland Group
ADP Acquires SHPS’ Human Resource Solutions Subsidiary
ADP Acquires Ma Foi Consulting Solutions
Serco Acquires Intelenet
Randstad Holding Acquires SFN Group
Capgemini Takes Over VWA’s Order to-Cash Business
EXL Takes Over Trumbull Services
Genpact Takes Over Headstrong Corporation
GameCorp to Takeover OC Communications
Serco Acquires Excelior
Pinnacle Acquires Provade
Vertex Group Takes Over Shell Transource
NCO Group Takes Over Protocol Global Solutions
Procontact Merges with Execom
ExlService Acquires Outsource Partners International
Xchanging to Acquire Two Businesses of Cambridge Solutions
Smartsalary Takes Over PBI Benefits Solutions
Phinma to Take Over BBI and Majority Stake in Fuld
Firstsource to Acquire Majority Share in Dialog Business Services
Itella Information Takes Over NewSource
HOV Services and SOURCECORP Complete Merger
Allus Global BPO Center Takes Over Contax Participacoes
Cambridge Solutions to Divest CISGI Operations
Mahindra Satyam BPO Renews Contract with NAVTEQ
CSC to Extend BPO Services to Asian Regions
Tata Power to Extend Rural BPO Center
Dialog Axiata to Form Joint Venture with Firstsource Solutions
RSA and Accenture Extend Agreement
HCL Technologies and Cforia Software Enter into Partnership
Accenture Extends BPO Agreement with Enbridge Gas Distribution
BNP Paribas and Accenture Enter into BPO Deal
Cognizant, Visma JV Wins Outsourcing Contract from Norway Post
Infosys BPO Announces Renewal of Contract with Alcoa GBS
McCamish Systems and Pegasystems Enter into Strategic Business Alliance
McCamish Inks Deal with Phoenix
inContact Enters into Partnership with Bayantel
Intelenet Establishes BPO Facility in Dubai
Apollo Hospitals to Sell Minority Interest in Apollo Health Street
Paxys Divests Stake in WNS Philippines
Wipro Sets Up Rural BPO Centre
TCS to Set Up BPO Center in Ahmedabad
Consolidated Gulf Commences BPO Services
DDD Commences Operations in Kenya
Accenture Receives Multi-Year Contract from CEVA Logistics
Capgemini and CA Technologies Enter into Partnership
Morris and NIIT Enter into Strategic Partnership
Intacct and AcctTwo Extend Partnership
MphasiS Enters into Strategic Partnership with Trintech
Frontline Consulting Services Enters into Agreement with Oracle
SPi Global Holdings to Establish New Facilities
Sitel to Setup New Call Center in Serbia
R R Donnelley Establishes BPO Facility in Colombo
Hinduja Global to Establish BPO Centres in Latin America and China
Blue Cross and Blue Shield of Minnesota and TMG Health Ink Agreement
Accenture Bags Three-Year Contract from Enel Energia
Marias and Insuresoft Enter into Partnership
Tech Mahindra Starts BPO Operations in Philippines
HEROtsc Sets Up Customer Support Center in Gurgaon
Capgemini Opens First BPO Center in Gurgaon
Stellar Global to Start Operations in Philippines
TeleTech Holdings to Expand Operations
HCL Signs Three Agreements in Banking, Media and Logistics Domains
C3i Opens New Operations Center in China
WNS to Establish Two Centers in India
Xerox Acquires ExcellerateHRO
Aon Merges with Hewitt Associates to Form Aon Hewitt
Xerox Takes Over TMS Health
Xerox Takes Over Spur Information Solutions
Accenture Acquires Business Process Outsourcing and Sourcing Services of Ariba
Tricom India to Take Over GTESS Corporation’s Assets
Concentrix to Acquire e4e
iQor Holdings Acquires RMS
Aegis Acquires Actionline
Capgemini Brazil Takes Over Sonda Procwork Center
Sutherland Global Services Takes Over Adventity Global Services
Vertex and Shell Transource Enter into Joint Venture
Ferrari Financial Services Extends Agreement with Fiserv
CSC and Sunshine State Insurance Company Renew Service Contract

3I INFOTECH FORMS JV WITH NIGERIAN FIRMS TO ESTABLISH BPO CENTER

Aamal Company Inks Partnership Agreement with ECCO Outsourcing
Accenture and Statoil Ink Contract
Bharti Zain Grants BPO Contract to Spanco, IBM and Tech Mahindra
Oracle Collaborates with ITC Infotech
Mahindra Satyam BPO and Direct Channel Holdings Enter into Partnership
Capgemini Signs Supply Chain BPO Agreement with Nokia Siemens Networks
Microsoft Inks Partnership Deal with arvato
EPIC Connections Enters into Partnership with inContact
Genpact Inks Partnership with MajescoMastek
Datamatics Partners with JSW to Setup Rural BPO
Swiss Re Signs Extension of BPO Contract with CSC
Tata Consultancy Services Establishes BPO Facility in Philippines
Patni Computer Systems Establishes New Delivery Center
MphasiS Establishes BPO Center in Raipur
Accentor and KF Shared Services Ink BPO Agreement
Dubai World Trade Centre Signs Long-Term BPO Agreement with IBM
Barclaycard and Firstsource Solutions Sign Partnership Agreement
Intelenet in Strategic Partnership with Barclays
Intelenet Bags Call Center Outsourcing Deal for UID Project
TriZetto Takes Over Tela Sourcing
Xerox Acquires ACS
Aditya Birla Minacs Takes Over Compass BPO
TriNet Group Takes Over Gevity
NorthgateArinso Acquires HR Management Unit of Convergys
Dibon BPO Takes Over ARO Inc.
Sykes Enterprises Acquires ICT Group
Genpact to Take Over Intelenet Global Services
Fusion BPO Merges with Centennial Marketing Group
VWA Merges with Aon
Apax Acquires Major Stake in Tivit
Ingenix to Take Over CareMedic Services
NTT to Buy Majority Stake in Emerio GlobeSoft
Aegis to Acquire Customer Service Centre from Sallie Mae
Avantha Group Acquires Pyramid Healthcare Solutions
ICICI Bank to Reduce Interest in Firstsource
AL Tamimi Enters into Joint Venture with Intelligroup
HCL BPO Forges Partnership with Talisma Corp
WNS Renews Agreement with Sabre Holdings
TechTeam Inks Agreement with Stefanini
DataCede Signs Agreement with MFX
Bristlecone Signs Agreement with SAP
CMS Cameron McKenna Inks Outsourcing Agreement with Integreon
Carter’s Inks Web Commerce Services Agreement with PFSweb
UTV Inks Agreement with IBM
Aditro to Provide Outsourcing Services to Maersk
TechTeam Global Signs Contract with Orange Business Services
TCS Bags BPO and IT Contract from PADA
Mahindra Satyam Renews Contract with Glaxo SmithKline
Integreon Bags Contract from CMS Cameron McKenna
Genpact Inks Contract with Hikari Tsushin
BancTec and BMO Capital Markets Sign BPO Contract
Capgemini Extends BPO Contract with Syngenta
Hindustan Unilever Divests Remaining Share in Capgemini
State Auto Mutual Insurance Chooses BancTec
Reliance World Inks Agreement with Aryans
Infosys BPO Partners with CIMA for Training Programs
WNS Implements Oracle E-Business Suite for Minerals Technologies
Aegis' BPO Signs Contract with Vodafone Essar
Energizer Philippines to Establish BPO Facility
Essar Group to Set Up Technology Parks in India
Wipro Establishes New Facility in Melbourne
Patni Computer Systems Establishes New BPO Center in Texas
EXL to Establish BPO Facilities at Jaipur and Noida
Infosys Establishes Rural BPO Unit in Andhra Pradesh
Intelenet Establishes New Facility in Poland
NBAD Private Bank Deploys B-Source Master
Infosys Technologies to Establish BPO Center in Hyderabad
Infosys BPO to Start Centers in Europe
RuralShores Business Services to Establish BPO Centers
Xchanging to Establish BPO Center in Solan
Genpact to Establish Business Process Outsourcing Centers in Small Cities of India
Hinduja Unveils New Global Delivery Center in India
ABM to Expand Operations in Europe
Dell Services Acquires Perot Systems
EXL Acquires AmEx’s Travel Services Captive
PLDT Takes Over LMS
Infosys BPO Acquires McCamish Systems
Aegis Takes Over CCN Group
HDFC Takes Over Stake in Rural BPO
ACS to Take Over Anix
Sequoia Acquires Stake in Eclerx
Essar Announces EITH Merger with Aegis
Ayala Corp. Acquires On-Site Sourcing
EXL Takes Over BPO Unit of Schneider Logistics
Fortify Takes Over UCA Services
H.I.G. Capital and Reprise Management Group Acquire NARS
Aegis BPO Acquires UCMS Group
Aegis Acquires Majority Stake in Ismart Timex
Stream Global Services Merges with EGS
Spice Televenture and Spanco Establish BPO JV
Trianz in Joint Venture Agreement with Vee Technologies
Ocwen Financial to Spin Off Shoot Ocwen Solutions
ACS to Snap Up e-Services Group International
JD Group Increases Stake in Blake Contact Center
Lovelace Health Inks BPO Agreement with TriZetto
RSA Extends BPO Agreement with Accenture
Haishi Invests in Join Innovation Technology
Essar Group to Invest in J&K
CDC Global Services to Expand BPO Operations
Achievo to Provide BPO Services in Japan
PRWT and Epitome to Provide Technology Enhanced BPO
Lam Research Renews Outsourcing Agreement with IBM
Wipro Collaborates with Oracle
WNS Inks Partnership Deal with Trintech Group
CSC in New Deal with Wilton Re
Accenture to Support Global Operations of Banco Santander
Kraft Foods Signs BPO Agreement with IBM
Samsung Signs Deal with InnerWorkings
ATCO I-Tek Signs Agreement with Wipro
Bantec Inks BPO Agreement with Exelon
RDA Inks Agreement with Arvato Print Management GmbH
Infosys BPO to Partner with Rural BPO Operators
Friends Provident Inks Contract with Wipro
Sitel to Provide BPO Services to Global Travel Management Company
Ceridian to Combine Multinational Business and HR Outsourcing Teams
Unitech Wireless BPO Contract to Genpact
Accenture Renews Outsourcing Contract with RSA
I-T Department Awards BPO Contract to Infosys
Scandinavian Airlines Awards Seven-Year Contract to Accenture
Idea Cellular Awards BPO Contract to Aditya Birla Minacs
Firstsource Signs Five-Year Agreement with Idea
Citigroup Awards BPO Contracts to Wipro
Tech Mahindra Bags Etisalat's BPO Contract
AmEx to Sell Portion of BPO Units
Inktel Direct Establishes Inktel Direct Government BPO Services
Perot Systems to Set Up More Facilities
Tesco to Expand its Bangalore Facility
Hinduja Global to Open New Delivery Centres in India
TCS Opens New Global Delivery Centre in Argentina
Tech Mahindra Sets Up Center of Excellence in UK
IGT Establishes Outsourcing Unit in Manila
Motif Sets Up Delivery Center in Costa Rica
FSL to Enter into BPO Market
Cognizant Expands Phoenix Operations
Tech Mahindra Opens New BPO Unit in Chandigarh
Amtex to Expand BPO Facility in India

15.CORPORATE ACTIVITY IN THE RECENT PAST – A PERSPECTIVE BUILDER

Xchanging to Take Over Cambridge Solutions
Transcosmos Merges with Logicall
REcap to Purchase HOV Services
TCS Takes Over CGSL
KKR Takes Over Northgate
arvato Takes Over Qualytel Teleservices
HCL to Acquire CPS
Aegis Acquires Offshore Business of PeopleSupport
PriceWaterhouseCoopers India Takes Over ECS
Nomura Inks Acquisition Deal with Lehman Brothers
NCO Takes Over Outsourcing Solutions
Vista Acquires Cyborg from Hewitt
Idhasoft Takes Over Enterpulse
Foresters to Take Over BPO Unit of Unity Life
BPO Management Services Merges with Healthaxis
BankAm Plans Merger of Continuum Solutions with CIS
Serco Enters Indian BPO Sector
Omega to Expand India Operations
HTMT Global Solutions to Expand BPO Operations
H.I.G. Capital Divests Stream Holdings
Omidyar and UEF Invest for Comat Expansion
Zensar Enters into Agreement with Kotak
Quadrem Inks BPO Deal with SAP
SAP Invests INR10 Crore in Newgen
Hero MindMine Inks Agreement with BPO Certification Institute
NetSol Enters into Agreement with AJK Group
Medi-CareFirst Extends BPO Deal with CGI
Bharti Airtel Announces Restructuring of BPO Agreements
Wipro BPO to Offer Shared Services to AmBev
TRG Merges with Callworx
BancTec Acquires DocuData Solutions
Genpact Acquires Majority Stake in Citigroup
Aegis BPO Takes Over AOL Call Center
NCO Group Completes Acquisition of Outsourcing Solutions
IPVG to Acquire Majority Stake in Influent
Intelenet Takes Over Mauritian Company
SYNNEX Acquires New Age Electronics
IA Global to Take Over Shift Resources
Tricom Takes Over Apex Document Solutions
IA Global to Take Over Asia Premier
Accenture Acquires Gestalt
Affiliated Computer Services to Take Over CompIQ
Affiliated Computer Services Takes Over Communications Development
Accenture Inks Agreement to Take Over AddVal Technology
Global BPO Signs Agreement for Acquisition of Stream Holdings
HP Takes Over EDS
TechTeam Global Completes the Acquisition of Onvaio
Genpact and EXL to Acquire Majority Stake in Infovision
WNS Acquires Aviva BPO
Hewitt Announces Acquisition of LCG
Vista Equity Announces Acquisition of Cyborg
Cbay Acquires Majority Stake in MedQuist
Healthcare Investment to Acquire Stake in Apollo Health Street
Infosys Plans to Acquire Aptara
Intelenet Obtains Approval from SEBI to Acquire Remaining Stake in Sparsh
Tivit Completes Acquisition of Open Concept

3II COMPLETES ACQUISITION OF LFMS MAJORITY STAKE

WNS Takes Over Call 24/7
Nalanda Capital Takes Over 5.25% Stake in WNS
DPWN to Acquire Williams Lea
IPVG to Acquire Medium-Sized BPO Companies in Asia
Adventity Forms Joint Venture with Noor for Outsourcing Services
WNS and Advanced Contact Solutions Establish a Joint Venture Company
Genpact Inks Agreement with Ceridian
South West Water and Accenture Enter into Outsourcing Agreement
Eisai Inks Outsourcing Agreement with Accenture
BSNL Inks Contract with Convergys
BancTec Enters into Agreement with Large Insurance Provider
Accenture Enters into BPO Services Agreement with CNA Financial
CGI Enters into Ten-Year Contract with Magnolia Company
ACS Renews Contract with Weld County
Baltimore Gas Selects Accenture to Rollout Smart Energy Savers Program
The US Department of VA Selects EDS to Support Combat Veteran Call Center
Scripps Selects ADP for Providing BPO Services
TCS Bags Multi-Year IT Outsourcing Contract
TCS Subsidiary Receives Contract for BPO Services from Sun Life Financial
TeleTech Inks Multiyear Service Contract with JNET
TeleTech Enters into an Agreement with Global 100 Communications
StarTek Renews Agreement with a Communication Company
BPOMS Secure Contracts for ECM Outsourcing Solution
HP Bags a Long-Term Contract from Tribune Publishing
Capgemini Bags Major Outsourcing Contract from Unilever
ACS Receives a Supply Contract from CAQH
ADP to provide HR BPO Services to Sodexo
Convergys Enters into Agreement with a Financial Services Company
Convergys Enters into Contract with Avaya
CSC Wins Contract from Zurich Financial Services
CSC Signs BPO Contract with Wilton Re
CSC Enters into Contract with GSA
CSC Bags Contract from Eaton
Cambridge Bags the Australian State Government-run Project
TPI Facilitates US$1.5 Billion Transaction Between Capita and Prudential UK
TCS Renews Contract with Virgin Atlantic
Spherion and United Airlines Renew Contract for Recruitment Outsourcing
Harvard Pilgrim Extends Agreement with Perot Systems
DST Health and Independence Blue Cross Extend BPO Agreement
CGI Extends Contract with Océ North America
Stellar Renews BPO Contract with Simply Energy
PricewaterhouseCoopers Signs BPO Deal with Logica
Nineteen Hours IT to Expand BPO Operations in India
Spherion to Expand RPO Operations
ExlService Holding to Invest in Indian Operations
Genpact to Extend APO Business to Australia
SBPO to Expand GramIT, the Rural Back Office Vehicle
iGATE Sets Up Facility in Mexico
Tier Technologies Divests Government BPO Division
eTelecare to Open New Delivery center for BPO Services in Jacksonville
Infosys Sets up Mexican Subsidiary
Wipro Establishes New BPO Center
Cipher Dynamics Commences its Business Activity in India
OPI Sets Up Service Center in Delhi
Sundaram Finance BPO Unit Establishes New Facility in Madurai
Tata to Set-up Rural BPO Unit in Orissa
Bihar Establishes Rural BPO for Locals
HDFC Bank All Set to Establish a BPO Unit in Tirupati
Sutherland to Establish New Global Campus in Chennai
Wipro’s BPO Unit Establishes Offices in China
Perot Systems to Establish Infrastructure, IT services and BPO Division in Coimbatore
Accenture Announces its Procurement BPO
Wipro Inaugurates a Global Service Management Center in Malaysia
Tata Chem Division Initiates a BPO Project
Tech Mahindra Plans to Diversify Customer Base
MphasiS Plans to Tap New Opportunities in India
Bacnotan Plans Investments in BPO
Stellar Forays into UK Business Process Outsourcing Market
Omega Healthcare Plans to Tap Opportunities in Patient Hospital Coding
Enlightened Announces its BPO Operations in Louisiana
Vertex Shifts Key Functions to Gurgaon
Spanco Plans Demerger of BPO Business
Genpact Ready to Enter Domestic BPO Market
ClientLogic Merges with SITEL
CGI Announces Merger of its Insurance Divisions
Accentia Acquires Three Healthcare BPOs in the US
Usha-Martin Acquires Converso
Ebix Announces Acquisition of JenQuest and Subsidiary,IDS
Apollo Acquires BPO Company- Zavata
Fuji Xerox Australia Takes Over KAZ's BPO Division
Integreon Takes Over CBF
Essar Takes Over Global Vantedge
TMF Takes Over Ernst & Young BPO Business
Aegis to Take Over Teletech
Satyam Takes Over Stake in BPO firm Nipuna
Hero Group Acquires Dalglen
Gallagher Acquires Cedar Hill
Allsec Takes Over Kingdom Builders
HOV Services to Acquire BPO Center
Integreon to Take Over BPO Firm in the US
Firstsource Solutions Completes BPM Acquisition
Cognizant Technology Takes Over marketRx
BPO Management Services Completes Blue Hill Data Services Acquisition
Firstsource Solutions Takes Over MedAssist Holding
Mirrus Systems Acquires AMSplus
Quatrro BPO Solutions Acquires Certain Assets of Preferred Financial Group
Spinnaker Management Group Completes Prosero Acquisition
Indecomm Global Completes Acquisition of US Recordings
Bhilwara Scribe Takes Over Benson Transcription Technologies
Genpact Completes Acquisition of Axis Risk Consulting
Advent International Completes Acquisition of Lloyds
The Sun Group Plans to Acquire Stake in Firstsource Solutions
Deloitte Consulting Completes Stake Acquisition of Mastek
SunGard Capital Completes Acquisition of Aceva Technologies
Equifax Completes Acquisition of TALX
Private Equity Firms Consortium Acquires Vertex Data
Ayala’s Subsidiary Completes Acquisition of Affinity Express
NetFabric Holdings to Take Over Help Desk NOW
Tēla Sourcing Takes Over HealthASPex Business Assets
Spherion to Acquire Technisource
Gevity Announces Acquisition of HRAmerica
ACS Announces Acquisition of Albion
THL Partners and FNF Acquires Ceridian
Convergys Acquires AOL Contact Center
RPG Acquires Stake in Zensar
Fujitsu Plans to Acquire Intelenet
Keane Enters into a JV with ZC Sterling to Introduce BestShoresSM
Zensar Forms IT and BPO Joint Venture with EZA
Adaptis Inks Partnership with Kaye-Smith
Adaptis Signs BPO Alliance with Clear Choice Health Plan
Quistor Collaborates with Oracle to Launch e-Learning BPO Platform
Effort BPO Collaborates with Asia Star Info to Establish BPO Centers in China
Accenture Signs Outsourcing Agreement with AIG
Accenture and Microsoft Enter into an Outsourcing Agreement
Accenture and BT Enter into an Outsourcing Agreement
Washington Gas Signs Agreement with Accenture
Accenture and United Utilities Enter Outsourcing Agreement
Tetra Pak Signs BPO Agreement with Capgemini
Capgemini Inks 5-Year BPO Contract with NXP
Convergys Inks Contract with Johnson & Johnson
Convergys and Fifth Third Bancorp Renews Contract
Convergys and Rosetta Stone Sign Contract
CGI Renews Agreement with The Commerce Group
ACS Renews Contract with PERSI
ACS Inks Deal with Safety-Kleen
Infosys Secures Contract from Philips
CSC Enters into a BPO Contract with UKvisas
CSC Secures a Contract from DHS to Develop IDDMP for USCIS
CSC Wins BPO Contract from Universal for Providing Banking Services
CSC Wins BPO Services Contract from Chubb
CSC Obtains an Eagle Task Order from USCIS
Hewitt Contracts with Rogers
Intelligroup Contracts with eXpertivity
TCS Contracts with Hawaiian Airlines
EDS Inks Agreement with Telekomunikacja
TCS Enters into an Agreement with Pichincha
Computer Sciences Enters Multi-Year BPO Agreement with Northstar
Convergys to Provide Marketing Research for a Global Financial Firm
Convergys Enters into Agreement with Telecom Egypt
Convergys Enters into Contract with Starbucks
Wipro Infocrossing Bags Outsourcing Deal from Missouri Health Net Division
CSC Expands Contract with John Hancock
Rabobank Extends BPO Contract with Unisys
CSC Extends Outsourcing Contract with Swiss Re
Sitel Plans Further Expansion in India
TeleTech Establishes New BPO Facility in South Africa
MphasiS Inaugurates Exclusive BPO Center for Idea Cellular
Infosys Extends BPO and IT Center in Czech Republic
Barclays Divests Stake in Indian BPO
Jay Shree Tea Plans to Sell its BPO Unit
Ninestars Begins BPO Business
Spanco Invests in Indian BPO Segment
FirstSource Receives Authorization from Financial Services Authority of UK

16.FOCUS ON SELECT GLOBAL PLAYERS

Accenture Plc (Ireland)
Automatic Data Processing, Inc. (US)
Xerox Corporation (USA)
Aon Hewitt (USA)
Capgemini (France)
Capita Plc (UK)
Ceridian Corporation (USA)
CGI Group, Inc. (Canada)
Cognizant Technology Solutions Corporation (US)
Computer Sciences Corporation (USA)
Dell Services (USA)
EXLService Holding, Inc. (US)
Genpact Limited (India)
HP Enterprise Services (USA)
Infosys BPO Ltd. (India)
Intelligroup, Inc. (USA)
International Business Machines Corporation (US)
KARVY Global Services Limited (India)
Keane, Inc. (USA)
NorthgateArinso (UK)
Procurian, Inc. (USA)
Randstad Holding n.v. (Netherlands)
Serco Group, Plc (UK)
Intelenet Global Services Pvt. Ltd. (India)
StarTek, Inc. (USA)
Steria (France)
Syntel, Inc. (US)
Tata Consultancy Services Limited (India)
TriNet Group, Inc. (USA)
Wipro Limited (India)
WNS (Holdings) Limited (India)

17.GLOBAL MARKET PERSPECTIVE

Table 7. World Recent Past, Current and Future Analysis for Business Process Outsourcing by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
Table 8. World Historic Review for Business Process Outsourcing by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
Table 9. World 15-Year Perspective for Business Process Outsourcing by Geographic Region – Percentage Breakdown of Revenues for US, Canada, Asia-Pacific, Europe and Rest of World for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)

By Horizontal Segment

Table 10. World Recent Past, Current and Future Analysis for Finance & Accounting Outsourcing by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
Table 11. World Historic Review for Finance & Accounting Outsourcing by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
Table 12. World 15-Year Perspective for Finance & Accounting Outsourcing by Geographic Region – Percentage Breakdown of Revenues for US, Canada, Asia-Pacific, Europe and Rest of World for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)
Table 13. World Recent Past, Current and Future Analysis for Customer Services Outsourcing by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
Table 14. World Historic Review for Customer Services Outsourcing by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
Table 15. World 15-Year Perspective for Customer Services Outsourcing by Geographic Region – Percentage Breakdown of Revenues for US, Canada, Asia-Pacific, Europe and Rest of World for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)
Table 16. World Recent Past, Current and Future Analysis for HR Outsourcing by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018(includes corresponding Graph/Chart)
Table 17. World Historic Review for HR Outsourcing by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
Table 18. World 15-Year Perspective for HR Outsourcing by Geographic Region – Percentage Breakdown of Revenues for US, Canada, Asia-Pacific, Europe and Rest of World for the Years 2004, 2011 and 2018(includes corresponding Graph/Chart)
Table 19. World Recent Past, Current and Future Analysis for KPO by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
Table 20. World Historic Review for KPO by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
Table 21. World 15-Year Perspective for KPO by Geographic Region – Percentage Breakdown of Revenues for US, Canada, Asia-Pacific, Europe and Rest of World for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)
Table 22. World Recent Past, Current and Future Analysis for Procurement Outsourcing by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
Table 23. World Historic Review for Procurement Outsourcing by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
Table 24. World 15-Year Perspective for Procurement Outsourcing by Geographic Region – Percentage Breakdown of Revenues for US, Canada, Asia-Pacific, Europe and Rest of World for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)

By End-Use Segment

Table 25. World Recent Past, Current and Future Analysis for Business Process Outsourcing in Manufacturing Industry by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenues in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
Table 26. World Historic Review for Business Process Outsourcing in Manufacturing Industry by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
Table 27. World 15-Year Perspective Business Process Outsourcing in Manufacturing Industry by Geographic Region – Percentage Breakdown of Revenues for US, Canada, Asia-Pacific, Europe and Rest of World for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)
Table 28. World Recent Past, Current and Future Analysis for Business Process Outsourcing in Telecommunications & Technology Industry by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenues in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
Table 29. World Historic Review for Business Process Outsourcing in Telecommunications & Technology Industry by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
Table 30. World 15-Year Perspective Business Process Outsourcing in Telecommunications & Technology Industry by Geographic Region – Percentage Breakdown of Revenues for US, Canada, Asia-Pacific, Europe and Rest of World for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)
Table 31. World Recent Past, Current and Future Analysis for Business Process Outsourcing in Banking, Insurance & Finance Services Industry by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenues in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
Table 32. World Historic Review for Business Process Outsourcing in Banking, Insurance & Finance Services Industry by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
Table 33. World 15-Year Perspective Business Process Outsourcing in Banking, Insurance & Finance Services Industry by Geographic Region – Percentage Breakdown of Revenues for US, Canada, Asia-Pacific, Europe and Rest of World for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)
Table 34. World Recent Past, Current and Future Analysis for Business Process Outsourcing in Retail Industry by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenues in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
Table 35. World Historic Review for Business Process Outsourcing in Retail Industry by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
Table 36. World 15-Year Perspective Business Process Outsourcing in Retail Industry by Geographic Region – Percentage Breakdown of Revenues for US, Canada, Asia-Pacific, Europe and Rest of World for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)
Table 37. World Recent Past, Current and Future Analysis for Business Process Outsourcing in Other* End-Use Sectors by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenues in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
Table 38. World Historic Review for Business Process Outsourcing in Other* End-Use Sectors by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
Table 39. World 15-Year Perspective Business Process Outsourcing in Other* End-Use Sectors by Geographic Region – Percentage Breakdown of Revenues for US, Canada, Asia-Pacific, Europe and Rest of World for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)

III. MARKET

1.THE UNITED STATES

A. Market Analysis
Outlook
Impact of Recession in Retrospect
Nearshore Strategy Gains Strength
Impact of Protectionist Policies
Shift Away from Cost Containment Outsourcing Strategy
HR Outsourcing -A Highly Lucrative Segment
The Offshoring Advantage
Indian BPOs Set Up Onshore Service Centers in US
Offshoring Challenges
Procurement BPO Market
Bank Outsourcing Market
Residential Mortgage Outsourcing Market
Healthcare BPO Market
Effect of Outsourcing on Medicaid
Service/Product Launches
Strategic Corporate Developments
Key Players
B. Market Analytics

Table 40. US Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment – Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
Table 41. US Historic Review for Business Process Outsourcing by Horizontal Segment – Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
Table 42. US 15-Year Perspective for Business Process Outsourcing by Horizontal Segment – Percentage Breakdown of Revenues for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)
Table 43. US Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Segment – Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
Table 44. US Historic Review for Business Process Outsourcing by End-Use Segment – Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
Table 45. US 15-Year Perspective for Business Process Outsourcing by End-Use Segment – Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)

2.CANADA

A. Market Analysis
Outlook
HR Outsourcing: On an Upswing
Strategic Corporate Developments
B. Market Analytics

Table 46. Canadian Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment – Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
Table 47. Canadian Historic Review for Business Process Outsourcing by Horizontal Segment – Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
Table 48. Canadian 15-Year Perspective for Business Process Outsourcing by Horizontal Segment – Percentage Breakdown of Revenues for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)
Table 49. Canadian Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Segment – Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
Table 50. Canadian Historic Review for Business Process Outsourcing by End-Use Segment – Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
Table 51. Canadian 15-Year Perspective for Business Process Outsourcing by End-Use Segment – Percentage Breakdown of Revenues for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)

3.EUROPE

A. Market Analysis
Outlook
Market Snapshots
Western Europe BPO Market
Continental Europe Warms Up to BPO
B. Market Analytics

Table 52. European Recent Past, Current and Future Analysis for Business Process Outsourcing by Geographic Region – France, Germany, Italy, UK and Rest of Europe Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
Table 53. European Historic Review for Business Process Outsourcing by Geographic Region – France, Germany, Italy, UK and Rest of Europe Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
Table 54. European 15-Year Perspective for Business Process Outsourcing by Geographic Region – Percentage Breakdown of Revenues for France, Germany, Italy, UK and Rest of Europe for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)
Table 55. European Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment – Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
Table 56. European Historic Review for Business Process Outsourcing by Horizontal Segment – Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
Table 57. European 15-Year Perspective for Business Process Outsourcing by Horizontal Segment – Percentage Breakdown of Revenues for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)
Table 58. European Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Segment – Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
Table 59. European Historic Review for Business Process Outsourcing by End-Use Segment – Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
Table 60. European 15-Year Perspective for Business Process Outsourcing by End-Use Segment – Percentage Breakdown of Revenues for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)

3A.FRANCE

A. Market Analysis
Outlook
Strategic Corporate Developments
Key Players
B. Market Analytics

Table 61. French Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment – Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
Table 62. French Historic Review for Business Process Outsourcing by Horizontal Segment – Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenues in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
Table 63. French 15-Year Perspective for Business Process Outsourcing by Horizontal Segment – Percentage Breakdown of Revenues for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)
Table 64. French Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Segment – Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
Table 65. French Historic Review for Business Process Outsourcing by End-Use Segment– Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
Table 66. French 15-Year Perspective for Business Process Outsourcing by End-Use Segment – Percentage Breakdown of Revenues for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets for the Years 2003, 2010 and 2017 (includes corresponding Graph/Chart)

3B.GERMANY

A. Market Analysis
Outlook
A Leading European BPO Market

Table 67. German BPO Market by Segment (2009): Percentage Share Breakdown of Revenues for Front Office, Middle Office, and Back Office (includes corresponding Graph/Chart)

Strategic Corporate Developments
B. Market Analytics

Table 68. German Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment – Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2009 through 2017 (includes corresponding Graph/Chart)
Table 69. German Historic Review for Business Process Outsourcing by Horizontal Segment – Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenues in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
Table 70. German 15-Year Perspective for Business Process Outsourcing by Horizontal Segment – Percentage Breakdown of Revenues for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)
Table 71. German Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Segment – Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
Table 72. German Historic Review for Business Process Outsourcing by End-Use Segment – Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
Table 73. German 15-Year Perspective for Business Process Outsourcing by End-Use Segment – Percentage Breakdown of Revenues for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)

3C.ITALY

A. Market Analysis
Outlook
Financial Services Outsourcing in Italy: An Overview
Strategic Corporate Developments
B. Market Analytics

Table 74. Italian Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment – Finance & Accounting, Customer Services, HR, KPO, and Procurement Independently Analyzed by Annual Revenues in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
Table 75. Italian Historic Review for Business Process Outsourcing by Horizontal Segment – Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
Table 76. Italian 15-Year Perspective for Business Process Outsourcing by Horizontal Segment – Percentage Breakdown of Revenues for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)
Table 77. Italian Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Segment – Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
Table 78. Italian Historic Review for Business Process Outsourcing by End-Use Segment – Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
Table 79. Italian 15-Year Perspective for Business Process Outsourcing by End-Use Segment – Percentage Breakdown of Revenues for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)

3D.THE UNITED KINGDOM

A. Market Analysis
Outlook
A Quick Primer

Table 80. UK BPO Market (2010): Percentage Share Breakdown of Revenues for Private Sector and Public Sector (includes corresponding Graph/Chart)

Recession & the BPO Industry
UK Outsourcing Companies Move Overseas
Government Institutions to Drive BPO Market
Competitive Landscape

Table 81. Leading Players in UK BPO Services Market (2011): Percentage Share Breakdown of Revenues for Capita, Accenture, Xerox/ACS, HP Enterprise Services, Xchanging, and Others (includes corresponding Graph/Chart)

Strategic Corporate Developments
Key Players
B. Market Analytics

Table 82. UK Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment – Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenues in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
Table 83. UK Historic Review for Business Process Outsourcing by Horizontal Segment – Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
Table 84. UK 15-Year Perspective for Business Process Outsourcing by Horizontal Segment – Percentage Breakdown of Revenues for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)
Table 85. UK Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Segment – Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2009 through 2017 (includes corresponding Graph/Chart)
Table 86. UK Historic Review for Business Process Outsourcing by End-Use Segment– Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
Table 87. UK 15-Year Perspective for Business Process Outsourcing by End-Use Segment – Percentage Breakdown of Revenues for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)

3E.REST OF EUROPE

A. Market Analysis
Outlook
Eastern and Central Europe
Czech Republic
Call Centers
Shared Service Centers
Russia
Poland
Strategic Corporate Developments
Key Players
B. Market Analytics

Table 88. Rest of Europe Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment – Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
Table 89. Rest of Europe Historic Review for Business Process Outsourcing by Horizontal Segment – Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenues in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
Table 90. Rest of Europe 15-Year Perspective for Business Process Outsourcing by Horizontal Segment – Percentage Breakdown of Revenues for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)
Table 91. Rest of Europe Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Segment – Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
Table 92. Rest of Europe Historic Review for Business Process Outsourcing by End-Use Segment – Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
Table 93. Rest of Europe 15-Year Perspective for Business Process Outsourcing by End-Use Segment – Percentage Breakdown of Revenues for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets for the Years 2003, 2010 and 2017 (includes corresponding Graph/Chart)

4.ASIA-PACIFIC

A. Market Analysis
Outlook
Asia-Pacific Market for BPO: A Primer
HR Outsourcing to Expand
Growing Prospects in SMB Segment
India – A Key Global Destination for Outsourcing
Recession Slows Down Growth
On the Road to Recovery
Depreciating Rupee: Boon or Bane?
The Changing Role of Indian BPOs
Role of Captive BPOs
Financial Services Market – A Vital BPO Vertical
Human Resource Outsourcing in India
Exports Dominate India’s BPO Revenues

Table 94. Indian BPO Market (FY2008-FY2010): Percentage Share Breakdown of Revenues for Domestic BPO and Exports (includes corresponding Graph/Chart)

Export Market Continues to Offer Growth Prospects
Domestic BPO Market Offers Growth Potential
Rural BPO Concept Strengthens
SMEs: Potential for Growth
Focus Shifts to Smaller Towns and Cities
Tier-II and Tier III Cities to Gain Prominence
New Destinations Look to Dent India’s Share
KPO Industry Gains Efficiency
Recession, Attrition, Currency Appreciation Affect Growth
Emerging Competition Fails to Affect India’s Dominance
India Vis-à-vis Other Global Destinations in KPO Market

Table 95. Attractiveness of Various Offshore Destinations in the Global KPO Market

Global KPO Market by Segment – India Vs Other Offshore Destinations
Recession Fuels Growth in Few KPO Segments
Segment Analysis

Table 96. Indian KPO Market (2011): Percentage Share Breakdown of Revenues by Service Segment - Data Management, Search and Analytics; Contract Research and Biotech; Engineering Design; Remote Education and Publishing; Animation and Gaming Services; Banking, Securities and Insurance Research; and Others (includes corresponding Graph/Chart)

Vendors Look to Strengthen Presence in KPO
Analytics Outsourcing Providers Move towards Sophisticated Segments
Valuation Advisory/Services: A New Area of Opportunity for Indian KPOs
Outsourcing & the Real Estate Industry
Major Challenges Confronting India’s BPO Industry
Attrition – The Bane of Indian BPO Sector
Lack of Employability: A Cause of Concern
Rising Salaries Affect India’s Edge as a Cost Competitive Destination
Talent Shortage Drives BPOs towards Global Delivery Model
BPO Vendor Landscape in India

Table 97. India-Centric BPO Providers as % of Top 20 Providers (2008) (includes corresponding Graph/Chart)

India Centric BPO Providers – Breakdown by Vertical Industry
India-Centric BPO Providers: Breakdown by Product/Service Offerings
BPO Service Providers in India (2010): Landscape by BPO Revenues
BPO Industry Focuses on Inorganic Growth Strategy
Major Acquisitions in 2010
The Philippines BPO Market
Impact of Recession
BPO Industry’s Shift Up the Value Chain
Government Efforts to Promote BPO
Real Estate Sector Benefits from the Boom in BPO Industry
Next Wave Cities to Spur Growth
China
China Looks to Strengthen Presence in Global BPO Industry
Outsourcing of Back Office Functions
HR Outsourcing in China

Table 98. Chinese HRO Market by Region (2010): Percentage Share Breakdown for Shanghai, Beijing, Guangdong, and Others (includes corresponding Graph/Chart)
Table 99. Market Share of Leading Players in the Chinese HRO Market (2010) (includes corresponding Graph/Chart)

Malaysia
Singapore
Thailand
Sri Lanka: A Emerging BPO Destination
Service/Product Launches
Strategic Corporate Developments
Key Players
B. Market Analytics

Table 100. Asia-Pacific Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment – Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
Table 101. Asia-Pacific Historic Review for Business Process Outsourcing by Horizontal Segment – Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
Table 102. Asia-Pacific 15-Year Perspective for Business Process Outsourcing by Horizontal Segment – Percentage Breakdown of Revenues for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)
Table 103. Asia-Pacific Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Segment – Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
Table 104. Asia-Pacific Historic Review for Business Process Outsourcing by End-Use Segment – Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
Table 105. Asia-Pacific 15-Year Perspective for Business Process Outsourcing by End-Use Segment – Percentage Breakdown of Revenues for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)

5.REST OF WORLD

A. Market Analysis
Outlook
Latin America as a Global Delivery Location
Argentina
Brazil
Chile
Colombia
El Salvador
Mexico
Panama
Uruguay
Israel
Africa
Egypt: An Emerging Market
South Africa
Outlook
Telecom Industry Deregulation – A Major Step Towards Rapid BPO Market Growth
South Africa to Gain as Global Companies Look to Minimize Risks
Tanzania: An Emerging Outsourcing Destination in East Africa
BPO Industry in Central America
Strategic Corporate Developments
B. Market Analytics

Table 106. Rest of World Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment – Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
Table 107. Rest of World Historic Review for Business Process Outsourcing by Horizontal Segment – Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
Table 108. Rest of World 15-Year Perspective for Business Process Outsourcing by Horizontal Segment – Percentage Breakdown of Revenues for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)
Table 109. Rest of World Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Segment – Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
Table 110. Rest of World Historic Review for Business Process Outsourcing by End-Use Segment – Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
Table 111. Rest of World 15-Year Perspective for Business Process Outsourcing by End-Use Segment – Percentage Breakdown of Revenues for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)

IV. COMPETITIVE LANDSCAPE

Total Companies Profiled: 359 (including Divisions/Subsidiaries - 384)
The United States (100)
Canada (7)
Japan (2)
Europe (21)
- France (4)
- Germany (1)
- The United Kingdom (10)
- Rest of Europe (6)
Asia-Pacific (Excluding Japan) (248)
Middle East (1)
Latin America (1)
Africa (4)

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