BPO Services Global Industry Guide 2016-2025
BPO Services Global Industry Guide 2016-2025
SUMMARY
Global BPO Services industry profile provides top-line qualitative and quantitative summary information including: market size (value 2016-20, and forecast to 2025). The profile also contains descriptions of the leading players including key financial metrics and analysis of competitive pressures within the market.
KEY HIGHLIGHTS
SUMMARY
Global BPO Services industry profile provides top-line qualitative and quantitative summary information including: market size (value 2016-20, and forecast to 2025). The profile also contains descriptions of the leading players including key financial metrics and analysis of competitive pressures within the market.
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 2019 annual average exchange rates.
- Covid-19:The assumption has been made that after the pandemic is over the economy will gradually go back to the levels recorded before the pandemics. It is also assumed that there is no widespread economic crisis as seen back in 2008 due to announced pay-outs across countries.
- At the moment of preparation of this report in October 2020 the economic implications of the lock downs of many economics are still very difficult to predict as there is no indication how long the pandemics could last, the number of sectors forced to stay closed and the scale of the governmental' aid involved.
- The global BPO services market is expected to generate total revenues of $266.2bn in 2020, representing a compound annual growth rate (CAGR) of 2% between 2016 and 2020.
- The HR outsourcing segment is expected to be the market's most lucrative in 2020, with total revenues of $81.5bn, equivalent to 30.6% of the market's overall value.
- In developing markets, the growth of outsourcing activities has been driven by the rapid growth of the emerging economies of these regions.
- 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
- What was the size of the global bpo services market by value in 2020?
- What will be the size of the global bpo services market in 2025?
- 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
4. MACROECONOMIC INDICATORS
4.1. Country data
5. BPO SERVICES IN ASIA-PACIFIC
5.1. Market Overview
5.2. Market Data
5.3. Market Segmentation
5.4. Market outlook
5.5. Five forces analysis
6. BPO SERVICES IN EUROPE
6.1. Market Overview
6.2. Market Data
6.3. Market Segmentation
6.4. Market outlook
6.5. Five forces analysis
7. MACROECONOMIC INDICATORS
7.1. Country data
8. BPO SERVICES IN FRANCE
8.1. Market Overview
8.2. Market Data
8.3. Market Segmentation
8.4. Market outlook
8.5. Five forces analysis
9. MACROECONOMIC INDICATORS
9.1. Country data
10. BPO SERVICES IN GERMANY
10.1. Market Overview
10.2. Market Data
10.3. Market Segmentation
10.4. Market outlook
10.5. Five forces analysis
11. MACROECONOMIC INDICATORS
11.1. Country data
12. BPO SERVICES IN ITALY
12.1. Market Overview
12.2. Market Data
12.3. Market Segmentation
12.4. Market outlook
12.5. Five forces analysis
13. MACROECONOMIC INDICATORS
13.1. Country data
14. BPO SERVICES IN JAPAN
14.1. Market Overview
14.2. Market Data
14.3. Market Segmentation
14.4. Market outlook
14.5. Five forces analysis
15. MACROECONOMIC INDICATORS
15.1. Country data
16. BPO SERVICES IN AUSTRALIA
16.1. Market Overview
16.2. Market Data
16.3. Market Segmentation
16.4. Market outlook
16.5. Five forces analysis
17. MACROECONOMIC INDICATORS
17.1. Country data
18. BPO SERVICES IN CANADA
18.1. Market Overview
18.2. Market Data
18.3. Market Segmentation
18.4. Market outlook
18.5. Five forces analysis
19. MACROECONOMIC INDICATORS
19.1. Country data
20. BPO SERVICES IN CHINA
20.1. Market Overview
20.2. Market Data
20.3. Market Segmentation
20.4. Market outlook
20.5. Five forces analysis
21. MACROECONOMIC INDICATORS
21.1. Country data
22. BPO SERVICES IN THE NETHERLANDS
22.1. Market Overview
22.2. Market Data
22.3. Market Segmentation
22.4. Market outlook
22.5. Five forces analysis
23. MACROECONOMIC INDICATORS
23.1. Country data
24. BPO SERVICES IN SPAIN
24.1. Market Overview
24.2. Market Data
24.3. Market Segmentation
24.4. Market outlook
24.5. Five forces analysis
25. MACROECONOMIC INDICATORS
25.1. Country data
26. BPO SERVICES IN THE UNITED KINGDOM
26.1. Market Overview
26.2. Market Data
26.3. Market Segmentation
26.4. Market outlook
26.5. Five forces analysis
27. MACROECONOMIC INDICATORS
27.1. Country data
28. BPO SERVICES IN THE UNITED STATES
28.1. Market Overview
28.2. Market Data
28.3. Market Segmentation
28.4. Market outlook
28.5. Five forces analysis
29. MACROECONOMIC INDICATORS
29.1. Country data
30. COMPANY PROFILES
30.1. Bertelsmann SE & Co. KGaA
30.2. Teleperformance SE
30.3. TMF Group Holding B.V.
30.4. NCR Corp
30.5. CGI Group Inc.
30.6. HCL Technologies Limited
30.7. ISS AS
30.8. Indra Sistemas, S.A.
30.9. Atento S.A.
30.10. Capgemini SE
30.11. Capita plc
30.12. Accenture plc
30.13. Infosys Limited
30.14. Cognizant Technology Solutions Corp
30.15. SYNNEX Corporation
31. APPENDIX
31.1. Methodology
31.2. About MarketLine
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
4. MACROECONOMIC INDICATORS
4.1. Country data
5. BPO SERVICES IN ASIA-PACIFIC
5.1. Market Overview
5.2. Market Data
5.3. Market Segmentation
5.4. Market outlook
5.5. Five forces analysis
6. BPO SERVICES IN EUROPE
6.1. Market Overview
6.2. Market Data
6.3. Market Segmentation
6.4. Market outlook
6.5. Five forces analysis
7. MACROECONOMIC INDICATORS
7.1. Country data
8. BPO SERVICES IN FRANCE
8.1. Market Overview
8.2. Market Data
8.3. Market Segmentation
8.4. Market outlook
8.5. Five forces analysis
9. MACROECONOMIC INDICATORS
9.1. Country data
10. BPO SERVICES IN GERMANY
10.1. Market Overview
10.2. Market Data
10.3. Market Segmentation
10.4. Market outlook
10.5. Five forces analysis
11. MACROECONOMIC INDICATORS
11.1. Country data
12. BPO SERVICES IN ITALY
12.1. Market Overview
12.2. Market Data
12.3. Market Segmentation
12.4. Market outlook
12.5. Five forces analysis
13. MACROECONOMIC INDICATORS
13.1. Country data
14. BPO SERVICES IN JAPAN
14.1. Market Overview
14.2. Market Data
14.3. Market Segmentation
14.4. Market outlook
14.5. Five forces analysis
15. MACROECONOMIC INDICATORS
15.1. Country data
16. BPO SERVICES IN AUSTRALIA
16.1. Market Overview
16.2. Market Data
16.3. Market Segmentation
16.4. Market outlook
16.5. Five forces analysis
17. MACROECONOMIC INDICATORS
17.1. Country data
18. BPO SERVICES IN CANADA
18.1. Market Overview
18.2. Market Data
18.3. Market Segmentation
18.4. Market outlook
18.5. Five forces analysis
19. MACROECONOMIC INDICATORS
19.1. Country data
20. BPO SERVICES IN CHINA
20.1. Market Overview
20.2. Market Data
20.3. Market Segmentation
20.4. Market outlook
20.5. Five forces analysis
21. MACROECONOMIC INDICATORS
21.1. Country data
22. BPO SERVICES IN THE NETHERLANDS
22.1. Market Overview
22.2. Market Data
22.3. Market Segmentation
22.4. Market outlook
22.5. Five forces analysis
23. MACROECONOMIC INDICATORS
23.1. Country data
24. BPO SERVICES IN SPAIN
24.1. Market Overview
24.2. Market Data
24.3. Market Segmentation
24.4. Market outlook
24.5. Five forces analysis
25. MACROECONOMIC INDICATORS
25.1. Country data
26. BPO SERVICES IN THE UNITED KINGDOM
26.1. Market Overview
26.2. Market Data
26.3. Market Segmentation
26.4. Market outlook
26.5. Five forces analysis
27. MACROECONOMIC INDICATORS
27.1. Country data
28. BPO SERVICES IN THE UNITED STATES
28.1. Market Overview
28.2. Market Data
28.3. Market Segmentation
28.4. Market outlook
28.5. Five forces analysis
29. MACROECONOMIC INDICATORS
29.1. Country data
30. COMPANY PROFILES
30.1. Bertelsmann SE & Co. KGaA
30.2. Teleperformance SE
30.3. TMF Group Holding B.V.
30.4. NCR Corp
30.5. CGI Group Inc.
30.6. HCL Technologies Limited
30.7. ISS AS
30.8. Indra Sistemas, S.A.
30.9. Atento S.A.
30.10. Capgemini SE
30.11. Capita plc
30.12. Accenture plc
30.13. Infosys Limited
30.14. Cognizant Technology Solutions Corp
30.15. SYNNEX Corporation
31. APPENDIX
31.1. Methodology
31.2. About MarketLine
LIST OF TABLES
Table 1: Global bpo services market value: $ million, 2016-20
Table 2: Global bpo services market category segmentation: $ million, 2020
Table 3: Global bpo services market geography segmentation: $ million, 2020
Table 4: Global bpo services market value forecast: $ million, 2020-25
Table 5: Global size of population (million), 2016-20
Table 6: Global gdp (constant 2005 prices, $ billion), 2016-20
Table 7: Global gdp (current prices, $ billion), 2016-20
Table 8: Global inflation, 2016-20
Table 9: Global consumer price index (absolute), 2016-20
Table 10: Global exchange rate, 2015-19
Table 11: Asia-Pacific bpo services market value: $ million, 2016-20
Table 12: Asia-Pacific bpo services market category segmentation: $ million, 2020
Table 13: Asia-Pacific bpo services market geography segmentation: $ million, 2020
Table 14: Asia-Pacific bpo services market value forecast: $ million, 2020-25
Table 15: Europe bpo services market value: $ million, 2016-20
Table 16: Europe bpo services market category segmentation: $ million, 2020
Table 17: Europe bpo services market geography segmentation: $ million, 2020
Table 18: Europe bpo services market value forecast: $ million, 2020-25
Table 19: Europe size of population (million), 2016-20
Table 20: Europe gdp (constant 2005 prices, $ billion), 2016-20
Table 21: Europe gdp (current prices, $ billion), 2016-20
Table 22: Europe inflation, 2016-20
Table 23: Europe consumer price index (absolute), 2016-20
Table 24: Europe exchange rate, 2015-19
Table 25: France bpo services market value: $ million, 2016-20
Table 26: France bpo services market category segmentation: $ million, 2020
Table 27: France bpo services market geography segmentation: $ million, 2020
Table 28: France bpo services market value forecast: $ million, 2020-25
Table 29: France size of population (million), 2016-20
Table 30: France gdp (constant 2005 prices, $ billion), 2016-20
Table 31: France gdp (current prices, $ billion), 2016-20
Table 32: France inflation, 2016-20
Table 33: France consumer price index (absolute), 2016-20
Table 34: France exchange rate, 2015-19
Table 35: Germany bpo services market value: $ million, 2016-20
Table 36: Germany bpo services market category segmentation: $ million, 2020
Table 37: Germany bpo services market geography segmentation: $ million, 2020
Table 38: Germany bpo services market value forecast: $ million, 2020-25
Table 39: Germany size of population (million), 2016-20
Table 40: Germany gdp (constant 2005 prices, $ billion), 2016-20
Table 41: Germany gdp (current prices, $ billion), 2016-20
Table 42: Germany inflation, 2016-20
Table 43: Germany consumer price index (absolute), 2016-20
Table 44: Germany exchange rate, 2015-19
Table 45: Italy bpo services market value: $ million, 2016-20
Table 46: Italy bpo services market category segmentation: $ million, 2020
Table 47: Italy bpo services market geography segmentation: $ million, 2020
Table 48: Italy bpo services market value forecast: $ million, 2020-25
Table 49: Italy size of population (million), 2016-20
Table 50: Italy gdp (constant 2005 prices, $ billion), 2016-20
Table 1: Global bpo services market value: $ million, 2016-20
Table 2: Global bpo services market category segmentation: $ million, 2020
Table 3: Global bpo services market geography segmentation: $ million, 2020
Table 4: Global bpo services market value forecast: $ million, 2020-25
Table 5: Global size of population (million), 2016-20
Table 6: Global gdp (constant 2005 prices, $ billion), 2016-20
Table 7: Global gdp (current prices, $ billion), 2016-20
Table 8: Global inflation, 2016-20
Table 9: Global consumer price index (absolute), 2016-20
Table 10: Global exchange rate, 2015-19
Table 11: Asia-Pacific bpo services market value: $ million, 2016-20
Table 12: Asia-Pacific bpo services market category segmentation: $ million, 2020
Table 13: Asia-Pacific bpo services market geography segmentation: $ million, 2020
Table 14: Asia-Pacific bpo services market value forecast: $ million, 2020-25
Table 15: Europe bpo services market value: $ million, 2016-20
Table 16: Europe bpo services market category segmentation: $ million, 2020
Table 17: Europe bpo services market geography segmentation: $ million, 2020
Table 18: Europe bpo services market value forecast: $ million, 2020-25
Table 19: Europe size of population (million), 2016-20
Table 20: Europe gdp (constant 2005 prices, $ billion), 2016-20
Table 21: Europe gdp (current prices, $ billion), 2016-20
Table 22: Europe inflation, 2016-20
Table 23: Europe consumer price index (absolute), 2016-20
Table 24: Europe exchange rate, 2015-19
Table 25: France bpo services market value: $ million, 2016-20
Table 26: France bpo services market category segmentation: $ million, 2020
Table 27: France bpo services market geography segmentation: $ million, 2020
Table 28: France bpo services market value forecast: $ million, 2020-25
Table 29: France size of population (million), 2016-20
Table 30: France gdp (constant 2005 prices, $ billion), 2016-20
Table 31: France gdp (current prices, $ billion), 2016-20
Table 32: France inflation, 2016-20
Table 33: France consumer price index (absolute), 2016-20
Table 34: France exchange rate, 2015-19
Table 35: Germany bpo services market value: $ million, 2016-20
Table 36: Germany bpo services market category segmentation: $ million, 2020
Table 37: Germany bpo services market geography segmentation: $ million, 2020
Table 38: Germany bpo services market value forecast: $ million, 2020-25
Table 39: Germany size of population (million), 2016-20
Table 40: Germany gdp (constant 2005 prices, $ billion), 2016-20
Table 41: Germany gdp (current prices, $ billion), 2016-20
Table 42: Germany inflation, 2016-20
Table 43: Germany consumer price index (absolute), 2016-20
Table 44: Germany exchange rate, 2015-19
Table 45: Italy bpo services market value: $ million, 2016-20
Table 46: Italy bpo services market category segmentation: $ million, 2020
Table 47: Italy bpo services market geography segmentation: $ million, 2020
Table 48: Italy bpo services market value forecast: $ million, 2020-25
Table 49: Italy size of population (million), 2016-20
Table 50: Italy gdp (constant 2005 prices, $ billion), 2016-20
Global BPO Services Industry Guide provides top-line qualitative and quantitative summary information including: market size (value 2013-17, and forecast to 2022). The profile also contains descriptions of the leading players including key financial metrics and analysis of competitive pressures within the market.
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.
Key Highlights:
- The global BPO Services market had total revenues of $144.9bn in 2017, representing a compound annual growth rate (CAGR) of 3.3% between 2013 and 2017.
- The vertical-specific BPO segment was the market's most lucrative in 2017, with total revenues of $40.4bn, equivalent to 27.9% of the market's overall value.
- The US is by far the largest global market, larger than Europe and the entire Asia-Pacific region.
