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BPO Services Global Industry Almanac 2014-2023

May 2020 | 485 pages | ID: B4DB03AF942EN
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BPO Services Global Industry Almanac 2014-2023

SUMMARY

Global BPO Services industry profile provides top-line qualitative and quantitative summary information including: market size (value 2014-18, and forecast to 2023). The profile also contains descriptions of the leading players including key financial metrics and analysis of competitive pressures within the market.

Essential resource for top-line data and analysis covering the global bpo services market. Includes market size and segmentation data, textual and graphical analysis of market growth trends and leading companies.

KEY HIGHLIGHTS
  • BPO services include revenues generated both from signed deals that remain under contract and the annual revenues associated with new contracts signed within a particular calendar year. The services include the outsourcing of functions such as customer relationship management, knowledge process outsourcing, finance & accounting, human resources, procurement, and vertical-specific processes. The total value of the market represents the demand for the service coming from a particular country.
  • CRM BPO services typically include consumer direct services, contact centre outsourcing (which includes customer care, sales and marketing, and technical product support), collection services, and claims & warranty services.
  • Knowledge process outsourcing (KPO) services include research and analytics services such as competitive analysis, quantitative research & analytics, risk management & analytics, strategy & business development research, financial research, and legal process outsourcing (LPO).
  • Finance & accounting BPO covers operations relating to financial support functions, such as accounts payable and receivable, general ledger, payment processing, invoice, purchase order management & processing, receipt & reconciliation, and management reporting.
  • HR outsourcing services include benefits administration, payroll services, recruitment outsourcing, relocation and assignment services, workforce administration & development services / talent management, and performance management.
  • Procurement BPO covers the outsourcing of key procurement processes including sourcing support and administration, contract management, demand management, supplier relationship management, and performance reporting.
  • Vertical-specific BPO covers the outsourcing of services that require domain expertise. Vertical-specific BPO includes a range of processes such as insurance and annuities policy administration, claims and transaction processing, credit card analytics for banks and insurers, patient administration, medical coding, clinical research, and drug discovery & development for healthcare providers and pharmaceuticals.
  • Any currency conversions used in the creation of this report have been calculated using constant 2018 annual average exchange rates.
  • The global BPO services market had total revenues of $252.8bn in 2018, representing a compound annual growth rate (CAGR) of 3.2% between 2014 and 2018.
  • The BPO services market is positively correlated with technology, meaning its growth follows growth in the technology market of the country.
  • The US is by far the largest global market, larger than Europe and the entire Asia-Pacific region.
SCOPE
  • Save time carrying out entry-level research by identifying the size, growth, major segments, and leading players in the global bpo services market
  • Use the Five Forces analysis to determine the competitive intensity and therefore attractiveness of the global bpo services market
  • Leading company profiles reveal details of key bpo services market players’ global operations and financial performance
  • Add weight to presentations and pitches by understanding the future growth prospects of the global bpo services market with five year forecasts
REASONS TO BUY
  • What was the size of the global bpo services market by value in 2018?
  • What will be the size of the global bpo services market in 2023?
  • What factors are affecting the strength of competition in the global bpo services market?
  • How has the market performed over the last five years?
  • What are the main segments that make up the global bpo services market?
1 EXECUTIVE SUMMARY

1.1. Market value
1.2. Market value forecast
1.3. Category segmentation
1.4. Geography segmentation
1.5. Competitive Landscape

2 INTRODUCTION

2.1. What is this report about?
2.2. Who is the target reader?
2.3. How to use this report
2.4. Definitions

3 GLOBAL BPO SERVICES

3.1. Market Overview
3.2. Market Data
3.3. Market Segmentation
3.4. Market outlook
3.5. Five forces analysis
3.6. Macroeconomic Indicators

4 BPO SERVICES IN ASIA-PACIFIC

4.1. Market Overview
4.2. Market Data
4.3. Market Segmentation
4.4. Market outlook
4.5. Five forces analysis

5 BPO SERVICES IN EUROPE

5.1. Market Overview
5.2. Market Data
5.3. Market Segmentation
5.4. Market outlook
5.5. Five forces analysis
5.6. Macroeconomic Indicators

6 BPO SERVICES IN FRANCE

6.1. Market Overview
6.2. Market Data
6.3. Market Segmentation
6.4. Market outlook
6.5. Five forces analysis
6.6. Macroeconomic Indicators

7 BPO SERVICES IN GERMANY

7.1. Market Overview
7.2. Market Data
7.3. Market Segmentation
7.4. Market outlook
7.5. Five forces analysis
7.6. Macroeconomic Indicators

8 BPO SERVICES IN AUSTRALIA

8.1. Market Overview
8.2. Market Data
8.3. Market Segmentation
8.4. Market outlook
8.5. Five forces analysis
8.6. Macroeconomic Indicators

9 BPO SERVICES IN BRAZIL

9.1. Market Overview
9.2. Market Data
9.3. Market Segmentation
9.4. Market outlook
9.5. Five forces analysis
9.6. Macroeconomic Indicators

10 BPO SERVICES IN CANADA

10.1. Market Overview
10.2. Market Data
10.3. Market Segmentation
10.4. Market outlook
10.5. Five forces analysis
10.6. Macroeconomic Indicators

11 BPO SERVICES IN CHINA

11.1. Market Overview
11.2. Market Data
11.3. Market Segmentation
11.4. Market outlook
11.5. Five forces analysis
11.6. Macroeconomic Indicators

12 BPO SERVICES IN INDIA

13 BPO SERVICES IN INDONESIA

14 BPO SERVICES IN ITALY

15 BPO SERVICES IN JAPAN

16 BPO SERVICES IN MEXICO

17 BPO SERVICES IN THE NETHERLANDS

18 BPO SERVICES IN NORTH AMERICA

19 BPO SERVICES IN RUSSIA

20 BPO SERVICES IN SCANDINAVIA

21 BPO SERVICES IN SINGAPORE

22 BPO SERVICES IN SOUTH AFRICA

23 BPO SERVICES IN SOUTH KOREA

24 BPO SERVICES IN SPAIN

25 BPO SERVICES IN TURKEY

26 BPO SERVICES IN THE UNITED KINGDOM

27 BPO SERVICES IN THE UNITED STATES

28 COMPANY PROFILES

29 APPENDIX

29.1. Methodology
29.2. About MarketLine

LIST OF TABLES

Table 1: Global bpo services market value: $ billion, 2014-18
Table 2: Global bpo services market category segmentation: $ billion, 2018
Table 3: Global bpo services market geography segmentation: $ billion, 2018
Table 4: Global bpo services market value forecast: $ billion, 2018-23
Table 5: Global size of population (million), 2014-18
Table 6: Global gdp (constant 2005 prices, $ billion), 2014-18
Table 7: Global gdp (current prices, $ billion), 2014-18
Table 8: Global inflation, 2014-18
Table 9: Global consumer price index (absolute), 2014-18
Table 10: Global exchange rate, 2014-18
Table 11: Asia-Pacific bpo services market value: $ billion, 2014-18
Table 12: Asia-Pacific bpo services market category segmentation: $ billion, 2018
Table 13: Asia-Pacific bpo services market geography segmentation: $ billion, 2018
Table 14: Asia-Pacific bpo services market value forecast: $ billion, 2018-23
Table 15: Europe bpo services market value: $ billion, 2014-18
Table 16: Europe bpo services market category segmentation: $ billion, 2018
Table 17: Europe bpo services market geography segmentation: $ billion, 2018
Table 18: Europe bpo services market value forecast: $ billion, 2018-23
Table 19: Europe size of population (million), 2014-18
Table 20: Europe gdp (constant 2005 prices, $ billion), 2014-18
Table 21: Europe gdp (current prices, $ billion), 2014-18
Table 22: Europe inflation, 2014-18
Table 23: Europe consumer price index (absolute), 2014-18
Table 24: Europe exchange rate, 2014-18
Table 25: France bpo services market value: $ million, 2014-18
Table 26: France bpo services market category segmentation: $ million, 2018
Table 27: France bpo services market geography segmentation: $ million, 2018
Table 28: France bpo services market value forecast: $ million, 2018-23
Table 29: France size of population (million), 2014-18
Table 30: France gdp (constant 2005 prices, $ billion), 2014-18
Table 31: France gdp (current prices, $ billion), 2014-18
Table 32: France inflation, 2014-18
Table 33: France consumer price index (absolute), 2014-18
Table 34: France exchange rate, 2014-18
Table 35: Germany bpo services market value: $ million, 2014-18
Table 36: Germany bpo services market category segmentation: $ million, 2018
Table 37: Germany bpo services market geography segmentation: $ million, 2018
Table 38: Germany bpo services market value forecast: $ million, 2018-23
Table 39: Germany size of population (million), 2014-18
Table 40: Germany gdp (constant 2005 prices, $ billion), 2014-18
Table 41: Germany gdp (current prices, $ billion), 2014-18
Table 42: Germany inflation, 2014-18
Table 43: Germany consumer price index (absolute), 2014-18
Table 44: Germany exchange rate, 2014-18
Table 45: Australia bpo services market value: $ million, 2014-18
Table 46: Australia bpo services market category segmentation: $ million, 2018
Table 47: Australia bpo services market geography segmentation: $ million, 2018
Table 48: Australia bpo services market value forecast: $ million, 2018-23
Table 49: Australia size of population (million), 2014-18
Table 50: Australia gdp (constant 2005 prices, $ billion), 2014-18

LIST OF FIGURES

Figure 1: Global bpo services market value: $ billion, 2014-18
Figure 2: Global bpo services market category segmentation: % share, by value, 2018
Figure 3: Global bpo services market geography segmentation: % share, by value, 2018
Figure 4: Global bpo services market value forecast: $ billion, 2018-23
Figure 5: Forces driving competition in the global bpo services market, 2018
Figure 6: Drivers of buyer power in the global bpo services market, 2018
Figure 7: Drivers of supplier power in the global bpo services market, 2018
Figure 8: Factors influencing the likelihood of new entrants in the global bpo services market, 2018
Figure 9: Factors influencing the threat of substitutes in the global bpo services market, 2018
Figure 10: Drivers of degree of rivalry in the global bpo services market, 2018
Figure 11: Asia-Pacific bpo services market value: $ billion, 2014-18
Figure 12: Asia-Pacific bpo services market category segmentation: % share, by value, 2018
Figure 13: Asia-Pacific bpo services market geography segmentation: % share, by value, 2018
Figure 14: Asia-Pacific bpo services market value forecast: $ billion, 2018-23
Figure 15: Forces driving competition in the bpo services market in Asia-Pacific, 2018
Figure 16: Drivers of buyer power in the bpo services market in Asia-Pacific, 2018
Figure 17: Drivers of supplier power in the bpo services market in Asia-Pacific, 2018
Figure 18: Factors influencing the likelihood of new entrants in the bpo services market in Asia-Pacific, 2018
Figure 19: Factors influencing the threat of substitutes in the bpo services market in Asia-Pacific, 2018
Figure 20: Drivers of degree of rivalry in the bpo services market in Asia-Pacific, 2018
Figure 21: Europe bpo services market value: $ billion, 2014-18
Figure 22: Europe bpo services market category segmentation: % share, by value, 2018
Figure 23: Europe bpo services market geography segmentation: % share, by value, 2018
Figure 24: Europe bpo services market value forecast: $ billion, 2018-23
Figure 25: Forces driving competition in the bpo services market in Europe, 2018
Figure 26: Drivers of buyer power in the bpo services market in Europe, 2018
Figure 27: Drivers of supplier power in the bpo services market in Europe, 2018
Figure 28: Factors influencing the likelihood of new entrants in the bpo services market in Europe, 2018
Figure 29: Factors influencing the threat of substitutes in the bpo services market in Europe, 2018
Figure 30: Drivers of degree of rivalry in the bpo services market in Europe, 2018
Figure 31: France bpo services market value: $ million, 2014-18
Figure 32: France bpo services market category segmentation: % share, by value, 2018
Figure 33: France bpo services market geography segmentation: % share, by value, 2018
Figure 34: France bpo services market value forecast: $ million, 2018-23
Figure 35: Forces driving competition in the bpo services market in France, 2018
Figure 36: Drivers of buyer power in the bpo services market in France, 2018
Figure 37: Drivers of supplier power in the bpo services market in France, 2018
Figure 38: Factors influencing the likelihood of new entrants in the bpo services market in France, 2018
Figure 39: Factors influencing the threat of substitutes in the bpo services market in France, 2018
Figure 40: Drivers of degree of rivalry in the bpo services market in France, 2018
Figure 41: Germany bpo services market value: $ million, 2014-18
Figure 42: Germany bpo services market category segmentation: % share, by value, 2018
Figure 43: Germany bpo services market geography segmentation: % share, by value, 2018
Figure 44: Germany bpo services market value forecast: $ million, 2018-23
Figure 45: Forces driving competition in the bpo services market in Germany, 2018
Figure 46: Drivers of buyer power in the bpo services market in Germany, 2018
Figure 47: Drivers of supplier power in the bpo services market in Germany, 2018
Figure 48: Factors influencing the likelihood of new entrants in the bpo services market in Germany, 2018
Figure 49: Factors influencing the threat of substitutes in the bpo services market in Germany, 2018
Figure 50: Drivers of degree of rivalry in the bpo services market in Germany, 2018

COMPANIES MENTIONED

Accenture plc
Infosys Limited
Capgemini SE
TMF Group Holding B.V.
HCL Technologies Limited
ISS AS
Bertelsmann SE & Co. KGaA
Teleperformance SE
NCR Corporation
Genpact Ltd
CGI Group Inc.
SYNNEX Corporation
Wipro Ltd
BDO Unicon AO
Sutherland Global Services Inc
Indra Sistemas, S.A.
Atento S.A.
TTEC Holdings Inc.
Capita plc
Cognizant Technology Solutions Corp


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