Business Process Outsourcing (BPO): Market Research Report

Date: January 5, 2014
Pages: 610
Price:
US$ 4,950.00
Publisher: Global Industry Analysts, Inc
Report type: Strategic Report
Delivery: E-mail Delivery (PDF)
ID: B792E64920BEN
Leaflet:

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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. The report provides separate comprehensive analytics for the US, Canada, Japan Europe, Asia-Pacific, Latin America, and Rest of World. Annual estimates and forecasts are provided for the period 2013 through 2020. Also, a seven-year historic analysis is provided for these markets. Market data and analytics are derived from primary and secondary research. Company profiles are primarily based on public domain information including company URLs. The report profiles 249 companies including many key and niche players such as -
  • Accenture Plc(br> Aon Hewitt
  • Capgemini
  • Capita Plc
  • Ceridian Corporation
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
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

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

3.MARKET TRENDS

Major Trends – In a Nutshell
Alternate Offshore Locations Challenge Dominance of Traditional Centers
Nearshoring Finds Favor among Businesses
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
Rise of Bundled IT & BPO Deals
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
Robotic Automation Makes In Roads in BPO Industry
Social Networking Trend Transforms Business Strategies
Growing Popularity of Cloud Computing
BPO Providers Warm up to Green Computing
Analytic Outsourcing to Register Strong Growth and Face Poaching of Talent
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
Challenges for 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
FAO Vendor Landscape

Table 1. Leading Players in the Global F&A BPO Market (2013): Percentage Breakdown of Revenues for Accenture, Capgemini, Genpact, IBM and Others (includes corresponding Graph/Chart)

5.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

6.HR BUSINESS PROCESSES OUTSOURCING

A High-Profile Segment
Future Growth Opportunities
Snapshots
HR Activity in the Recent Past: A Review
RPO: Opportunities for Growth
Multi-Process HRO Market: An Overview
Competitive Landscape

Table 2. Leading Players in Global HR BPO Market (2012): Percentage Breakdown of Revenues for ADP, Alon Hewitt, Fidelity Work-Place Investment, Paychex, Xerox/ACS and Others (includes corresponding Graph/Chart)

Noteworthy Trends & Issues
Cost Reduction: Finding Favor Again in Difficult Times
Recession Ups Adoption of Single Process Deals
Companies to Continue Feeling the Heat of Recession
Contract Renewals – On the Rise
Buyers to Adopt a Tighter Focus
Shrinking Deal Sizes – A Recent Past Review
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

7.KNOWLEDGE PROCESS OUTSOURCING

Knowledge-Intensive Companies Foster Demand for KPO Services
KPO Industry Fights the Recession
India: The Leader in KPO Marketplace
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

8.PROCUREMENT BPO

Introduction
Robust Growth Ahead for Procurement BPO
Key Demand Generators
Major Factors Driving Companies to Seek Procurement Outsourcing
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
Competition Heats Up in Procurement BPO Market
Procurian’s Growing Presence in Direct Material Procurement - A Big Plus for Accenture
Procurian Acquisition Trumps Competitors
Logistics BPO

9.COMPETITIVE LANDSCAPE

BPO Industry: Competitive Scenario
Consolidation Activity Intensifies
Leading Players

10.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
Salient features of the 3 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

11.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
Travel & Transportation Industry
Travel Services
Airline Industry
Logistics and Transportation
Government BPO
Construction

12.RECENT INDUSTRY ACTIVITY

Convergys Acquires Stream
SYNNEX Acquires Customer Care Services Business of IBM
ISS Enters into a Partnership with CGI
Triangle Services Takes Over Content Critical Solutions
ELBRUS CAPITAL Acquired INTERCOMP
Harland Clarke Holdings Divests BPO Subsidiary, Faneuil, Inc., to ALJ Regional Holdings
Ephesoft Announces Sale of Enterprise Class System to Mediatica
FUJIFILM Holdings Acquires BPO Division of Salmat Limited
Accenture Acquires PROCURIAN
Cognizant Voiced Intentions to Acquire ValueSource
Stream Acquires N2SP
transcosmos Takes Over Data Entry Business from NBI
Kewill Group Takes Over FOUR SOFT
iD Commerce + Logistics Acquires In A Bind Assembly and Fullfillment
Enhanced Recovery Acquires TMone
Harland Clarke Holdings Inks Agreement with Davis + Henderson
PLDT Announces the Sale of BPO UNIT TO CVC
National Flood Services to Take Over CSC's Flood Insurance BPO Unit
Ayala Corp Takes Over LBM Holdings
Aurelius Group Acquires TDS HR SERVICES & SOLUTIONS
Gores Group Takes Over Davis + Henderson Outsourcing Business
Qualfon Takes Over Data Control Group (DCG)
Capita Acquires iQor UK
Swiss Post Takes Over Scalaris
Teleperformance Takes Over TLS Contact
INFOSYS BPO Opens New Delivery Center in Netherlands
TranSigma Joins Hands with Miratech
Brandix and Accenture Collaborate to Provide BPO Services
Astellas and Accenture Ink Agreement
Genpact Voiced Intentions to Expand Operations into Brazil
Accenture and Janalakshmi Financial Services Enter into a Partnership
Capital One Financial Corporation Opens BPO facility in Philippines
IBM Sets up BPO Facility in Laguna
Cityland Development Corp. Launched BPO hub, CityNet 1 in Philippines
Convergys Opens BPO Center in Mindanao
SUTHERLAND GLOBAL Unveils BPO Centre in Tiruchi
Jetking Infotrain Intends to Unveil a BPO Firm
Aegis Intends to Expand Operations in Asia
Marriot International, Inc. And Accenture Announce Plans for Strategic Collaboration
AVALOQ Unveils a BPO Center in Singapore
ING Unveils BPO facility in Manila
Ferro Selects Capgemini
Accenture Bags Deal from SSAB
GENPACT Expands Footprint in Netherlands
Logistics Executive Group of Australia and Milestone Consulting Group Establish Joint Venture
Major Global BPO Firms Ink Cooperation Agreement to Establish Call Center
FPT Software and Agrex Join Hands to Setup a BPO
Infosys Forays into Latin America
Serco Global Services Launches BPO Centre in South Africa
Hinduja Global Solutions Launches Delivery Centre in Hyderabad
Accenture to Provide Accounts Payable Invoice Processing Services to Westinghouse Electric Company
Itau BBA Selects Broadridge Financial Solutions’s BPO Operations Solution
Paxys and Simpro Solutions Enter into a Joint Venture
Aegis BPO Starts Durban Operations
Sundaram BPO Ventures into UK Market
Capgemini Expands BPO Footprint in India
IBM Sets Up BPO Facility to Expand into Philippines
Serco Launches New Facility
Accenture Expands to Add New Facilities in Philippines
Rural Shores Sets up RURAL BPO in India
PAREXEL International Takes Over Liquent
Serco Acquires Majority Stake in the BPO Arm of Mena Business Services
PLDT Divests Majority Stake of Outsourcing Subsidiary Pangilinan
CSC Divests Consulting and Systems Integration Services Segment
CESC Acquires Firstsource Solutions
NIIT Technologies Takes Over Sabre Philippines Development Center
Infosys BPO Takes Over Marsh & McLennan’s Outsourcing Division
ADITYA BIRLA NUVO Voiced Intentions to Sell Majority Stake in BPO Arm
WNS Takes Over Fusion Outsourcing Services
Innovation Group Takes Over Value Partners
Serco Group Acquires Vertex Public Sector
SuccessEHS Acquires Outsourcing/ Consulting Firm
NTT Closes Deal to Take Over a Controlling Stake in Diversified Technology Solutions International (DTSI) Group
GameCorp Acquires OC Communications Group
Datacom Takes Over Enterprise Support Asia-Pacific
NCO Group Completes Merger with APAC Customer Services
Paxys Divests Australian Subsidiary
Sistema Shyam Signs Agreement With IKF Technologies
Big Horn Energy Services Chooses AcctTwo as BPO Partner
Capgemini Provides BPO Services to Agrana

13.SERVICE LAUNCHES

Vestmark Unveils BPO Services
Optum Announces New Business Process Outsourcing Services for Payers
Stream Global Services Introduces BPO Service, Stream Enterprise, in Europe
DealNet's BPO Division Rolls Out Contact Center Services
HP Rolls Out BPO Analytics Services
Cemex and IBM Voice Intentions to Provide IT Services
Dell Increases BPO Services Offerings

14.FOCUS ON SELECT GLOBAL PLAYERS

Accenture Plc (Ireland)
Aon Hewitt (USA)
Automatic Data Processing, Inc. (USA)
Capgemini (France)
Capita Plc (UK)
Ceridian Corporation (USA)
CGI Group, Inc. (Canada)
Cognizant Technology Solutions Corporation (USA)
Computer Sciences Corporation (USA)
Dell Services (USA)
EXLService Holding, Inc. (USA)
Genpact Limited (India)
HP Enterprise Services (USA)
Infosys BPO Ltd. (India)
Intelligroup, Inc. (USA)
International Business Machines Corporation (USA)
KARVY Global Services Limited (India)
NTT DATA Corporation. (Japan)
NGA Human Resources (UK)
Randstad Holding nv (Netherlands)
Serco Group, Plc (UK)
StarTek, Inc. (USA)
Steria (France)
Syntel, Inc. (USA)
Tata Consultancy Services Limited (India)
TriNet Group, Inc. (USA)
Wipro Limited (India)
WNS (Holdings) Limited (India)

15.GLOBAL MARKET PERSPECTIVE

Table 3. World Recent Past, Current and Future Analysis for Business Process Outsourcing by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 4. World Historic Review for Business Process Outsourcing by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 5. World 15-Year Perspective for Business Process Outsourcing by Geographic Region - Percentage Breakdown of Spending for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

By Horizontal Segment

Table 6. World Recent Past, Current and Future Analysis for Finance & Accounting Outsourcing by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 7. World Historic Review for Finance & Accounting Outsourcing by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 8. World 15-Year Perspective for Finance & Accounting Outsourcing by Geographic Region - Percentage Breakdown of Spending for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
Table 9. World Recent Past, Current and Future Analysis for Customer Services Outsourcing by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 10. World Historic Review for Customer Services Outsourcing by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 11. World 15-Year Perspective for Customer Services Outsourcing by Geographic Region - Percentage Breakdown of Spending for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
Table 12. World Recent Past, Current and Future Analysis for HR Outsourcing by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 13. World Historic Review for HR Outsourcing by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 14. World 15-Year Perspective for HR Outsourcing by Geographic Region - Percentage Breakdown of Spending for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
Table 15. World Recent Past, Current and Future Analysis for KPO by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 16. World Historic Review for KPO by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 17. World 15-Year Perspective for KPO by Geographic Region - Percentage Breakdown of Spending for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
Table 18. World Recent Past, Current and Future Analysis for Procurement Outsourcing by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 19. World Historic Review for Procurement Outsourcing by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 20. World 15-Year Perspective for Procurement Outsourcing by Geographic Region - Percentage Breakdown of Spending for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
Table 21. World Recent Past, Current and Future Analysis for Business Process Outsourcing in Manufacturing Industry by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 22. World Historic Review for Business Process Outsourcing in Manufacturing Industry by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 23. World 15-Year Perspective for Business Process Outsourcing in Manufacturing Industry by Geographic Region - Percentage Breakdown of Spending for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
Table 24. World Recent Past, Current and Future Analysis for Business Process Outsourcing in Telecommunications & Technology Industry by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 25. World Historic Review for Business Process Outsourcing in Telecommunications & Technology Industry by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 26. World 15-Year Perspective Business Process Outsourcing in Telecommunications & Technology Industry by Geographic Region - Percentage Breakdown of Spending for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
Table 27. World Recent Past, Current and Future Analysis for Business Process Outsourcing in Banking, Insurance & Finance Services Industry by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 28. World Historic Review for Business Process Outsourcing in Banking, Insurance & Finance Services Industry by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 29. World 15-Year Perspective Business Process Outsourcing in Banking, Insurance & Finance Services Industry by Geographic Region - Percentage Breakdown of Spending for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
Table 30. World Recent Past, Current and Future Analysis for Business Process Outsourcing in Retail Industry by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 31. World Historic Review for Business Process Outsourcing in Retail Industry by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 32. World 15-Year Perspective Business Process Outsourcing in Retail Industry by Geographic Region - Percentage Breakdown of Spending for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
Table 33. World Recent Past, Current and Future Analysis for Business Process Outsourcing in Other End-Use Sectors by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 34. World Historic Review for Business Process Outsourcing in Other End-Use Sectors by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 35. World 15-Year Perspective Business Process Outsourcing in Other End-Use Sectors by Geographic Region - Percentage Breakdown of Spending for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets for Years 2006, 2014 and 2020 (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
Service Launches
Strategic Corporate Developments
Key Players
B. Market Analytics

Table 36. 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 with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 37. US Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 38. US 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
Table 39. US Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 40. US Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 41. US 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

2.CANADA

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

Table 42. 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 with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 43. Canadian Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 44. Canadian 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
Table 45. Canadian Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 46. Canadian Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 47. Canadian 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

3.JAPAN

A. Market Analysis
Current & Future Analysis
Strategic Corporate Development
B. Market Analytics

Table 48. Japanese Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 49. Japanese Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 50. Japanese 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
Table 51. Japanese Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 52. Japanese Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 53. Japanese 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

4.EUROPE

A. Market Analysis
Outlook
Market Snapshots
Western Europe BPO Market
Continental Europe Warms Up to BPO
Service Launch
Strategic Corporate Development
B. Market Analytics

Table 54. European Recent Past, Current and Future Analysis for Business Process Outsourcing by Geographic Region - France, Germany, Italy, UK, Spain, Russia and Rest of Europe Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 55. European Historic Review for Business Process Outsourcing by Geographic Region - France, Germany, Italy, UK, Spain, Russia and Rest of Europe Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 56. European 15-Year Perspective for Business Process Outsourcing by Geographic Region - Percentage Breakdown of Spending for France, Germany, Italy, UK, Spain, Russia and Rest of Europe Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
Table 57. 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 with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 58. European Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 59. European 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
Table 60. European Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 61. European Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 62. European 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

4A.FRANCE

A. Market Analysis
Outlook
Key Players
B. Market Analytics

Table 63. 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 with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 64. French Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 65. French 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
Table 66. French Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 67. French Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 68. French 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

4B.GERMANY

A. Market Analysis
Outlook
A Leading European BPO Market
Advantages of Germany as an outsourcing location
Strategic Corporate Development
B. Market Analytics

Table 69. 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 with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 70. German Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 71. German 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
Table 72. German Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 73. German Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 74. German 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

4C.ITALY

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

Table 75. Italian Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 76. Italian Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 77. Italian 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
Table 78. Italian Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 79. Italian Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 80. Italian 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

4D.THE UNITED KINGDOM

A. Market Analysis
Outlook
A Quick Primer
Recession & the BPO Industry
UK Outsourcing Companies Move Overseas
Competitive Landscape

Table 81. Leading Players in UK BPO Services Market (2012): Percentage Breakdown of Revenues for Accenture, Atos, Capita, Serco, Xerox/ACS 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 with Annual Spending Figures in US$ Million for Years 2013 through 2020 (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 with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 84. UK 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
Table 85. UK Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 86. UK Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 87. UK 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

4E.SPAIN

Market Analysis

Table 88. Spanish Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 89. Spanish Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 90. Spanish 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
Table 91. Spanish Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 92. Spanish Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 93. Spanish 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

4F.RUSSIA

Market Analysis

Table 94. Russian Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 95. Russian Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 96. Russian 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
Table 97. Russian Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 98. Russian Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 99. Russian 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

4G.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 100. 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 with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 101. Rest of Europe Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 102. Rest of Europe 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
Table 103. Rest of Europe Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 104. Rest of Europe Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 105. Rest of Europe 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

5.ASIA-PACIFIC

A. Market Analysis
Outlook
Asia-Pacific Market for BPO: A Primer
HR Outsourcing to Expand
Growing Prospects in SMB Segment
B. Market Analytics

Table 106. Asia-Pacific Recent Past, Current and Future Analysis for Business Process Outsourcing by Geographic Region - Australia, China, India and Rest of Asia-Pacific Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 107. Asia-Pacific Historic Review for Business Process Outsourcing by Geographic Region - Australia, China, India and Rest of Asia-Pacific Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 108. Asia-Pacific 15-Year Perspective for Business Process Outsourcing by Geographic Region - Percentage Breakdown of Spending for Australia, China, India and Rest of Asia-Pacific Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
Table 109. 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 with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 110. Asia-Pacific Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 111. Asia-Pacific 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
Table 112. Asia-Pacific Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 113. Asia-Pacific Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 114. Asia-Pacific 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

5A.AUSTRALIA

A. Market Analysis
Market Overview
Australian Domestic Market
Strategic Corporate Developments
B. Market Analytics

Table 115. Australian Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 116. Australian Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 117. Australian 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
Table 118. Australian Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 119. Australian Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 120. Australian 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

5B.CHINA

A. Market Analysis
Market Overview
China Looks to Strengthen Presence in Global BPO Industry
Emphasis on Developing Domestic Chinese Outsourcing Market
Outsourcing of Back Office Functions
HR Outsourcing in China
B. Market Analytics

Table 121. Chinese Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 122. Chinese Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 123. Chinese 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
Table 124. Chinese Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 125. Chinese Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 126. Chinese 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

5C.INDIA

A. Market Analysis
India – A Key Global Destination for Outsourcing
Recession in Retrospect
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
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
India’s Pole Position Being Threatened by the Emergence of New Low Cost Destinations
KPO Industry Gains Efficiency
Emerging Competition Fails to Affect India’s Dominance
India Vis-à-vis Other Global Destinations in KPO Market
Global KPO Market by Segment – India Vs Other Offshore Destinations
Recession Fuels Growth in Few KPO Segments
Segment Analysis
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
Outsourcing Drives Demand for Corporate Real Estate
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
India Centric BPO Providers – Breakdown by Vertical Industry
India-Centric BPO Providers: Breakdown by Product/Service Offerings
BPO Industry Focuses on Inorganic Growth Strategy
TCS Eyes Leading Position in the Indian BPO Market
Strategic Corporate Developments
Service Launch
Key Players
B. Market Analytics

Table 127. Indian Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 128. Indian Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 129. Indian 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
Table 130. Indian Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 131. Indian Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 132. Indian 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

5D.REST OF ASIA-PACIFIC

A. Market Analysis
Philippines
Philippines Emerges as One of Asia’s Premier Outsourcing Destinations
Impact of Recession
BPO Industry’s Shift Up the Value Chain
Government Efforts to Promote BPO
Next Wave Cities to Spur Growth
Malaysia
Singapore
Thailand
Sri Lanka: A Emerging BPO Destination
Strategic Corporate Developments
B. Market Analytics

Table 133. Rest of 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 with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 134. Rest of Asia-Pacific Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 135. Rest Asia-Pacific 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
Table 136. Rest of Asia-Pacific Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 137. Rest of Asia-Pacific Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 138. Rest of Asia-Pacific 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

6.LATIN AMERICA

A. Market Analysis
Latin America as a Global Delivery Location
Strategic Corporate Development
B. Market Analytics

Table 139. Latin American Recent Past, Current and Future Analysis for Business Process Outsourcing by Geographic Region - Brazil and Rest of Latin America Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 140. Latin American Historic Review for Business Process Outsourcing by Geographic Region - Brazil and Rest of Latin America Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 141. Latin American 15-Year Perspective for Business Process Outsourcing by Geographic Region - Percentage Breakdown of Spending for Brazil and Rest of Latin America Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
Table 142. Latin American Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 143. Latin American Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 144. Latin American 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
Table 145. Latin American Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 146. Latin American Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 147. Latin American 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

6A.BRAZIL

A. Market Analysis
Brazil
Increasing Demand for Contact Center Outsourcing
Strategic Corporate Development
B. Market Analytics

Table 148. Brazilian Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 149. Brazilian Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 150. Brazilian 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
Table 151. Brazilian Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 152. Brazilian Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 153. Brazilian 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

6B.REST OF LATIN AMERICA

A. Market Analysis
Argentina
Chile
Colombia
El Salvador
Mexico
Panama
Uruguay
B. Market Analytics

Table 154. Rest of Latin America Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 155. Rest of Latin America Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 156. Rest of Latin America 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
Table 157. Rest of Latin America Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 158. Rest of Latin America Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 159. Rest of Latin America 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

7.REST OF WORLD

A. Market Analysis
Outlook
Israel
Africa
Egypt: An Emerging Market
South Africa
Market Overview
South Africa Emerges as a Major Offshoring Market
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
Strategic Corporate Developments
B. Market Analytics

Table 160. 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 with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 161. Rest of World Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 162. Rest of World 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Spending for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)
Table 163. Rest of World Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 164. Rest of World Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 165. Rest of World 15-Year Perspective for Business Process Outsourcing by End-Use Sector - Percentage Breakdown of Spending for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

IV. COMPETITIVE LANDSCAPE

Total Companies Profiled: 249 (including Divisions/Subsidiaries - 255)
The United States (78)
Canada (5)
Japan (2)
Europe (21)
  France (3)
  Germany (2)
  The United Kingdom (9)
  Rest of Europe (7)
Asia-Pacific (Excluding Japan) (143)
Latin America (2)
Africa (2)
Middle East (2)

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