2011 Trends to Watch: Business Process Outsourcing
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Introduction
While outsourcing back-office processes was once seen as a radical, aggressive move based almost completely on Indian labor arbitrage, the market has become more complex and nuanced. The competitive landscape has changed dramatically, and the capabilities of vendors has improved drastically.
Features and benefits
BPO growth will continue to outstrip IT services in 2011.BPO opportunities will increase from expiring contracts.Customers will demand that vendors take on more risk.
Your key questions answered
Introduction
While outsourcing back-office processes was once seen as a radical, aggressive move based almost completely on Indian labor arbitrage, the market has become more complex and nuanced. The competitive landscape has changed dramatically, and the capabilities of vendors has improved drastically.
Features and benefits
- Gives visibility into BPO contract renewal opportunities in 2011.
- Analyzes changes to the BPO vendor landscape and buyer behavior.
BPO growth will continue to outstrip IT services in 2011.BPO opportunities will increase from expiring contracts.Customers will demand that vendors take on more risk.
Your key questions answered
- How great is the opportunity for growth in the BPO market next year?
- Where and how large are the contract renewal opportunites in BPO?
SUMMARY
Catalyst
Ovum view
Key messages
BUSINESS TRENDS AND SERVICE ENABLERS
BPO growth will continue to outstrip IT services in 2011
Increasing BPO opportunities available in 2011
India continues to dominate, but many nearshore locations will grow
North Africa and Latin America will gain traction
Customers will demand that vendors take more risk
Increased bundling of BPO with IT
RECOMMENDATIONS
Recommendations for vendors
Target expiring contracts
Look to bolster technological expertise
Prepare for even more competition from new entrants
Recommendations for enterprises
It’s a buyers market
Demand flexible pricing
APPENDIX
Further reading
Methodology
Author
Ovum Consulting
Disclaimer
Catalyst
Ovum view
Key messages
BUSINESS TRENDS AND SERVICE ENABLERS
BPO growth will continue to outstrip IT services in 2011
Increasing BPO opportunities available in 2011
India continues to dominate, but many nearshore locations will grow
North Africa and Latin America will gain traction
Customers will demand that vendors take more risk
Increased bundling of BPO with IT
RECOMMENDATIONS
Recommendations for vendors
Target expiring contracts
Look to bolster technological expertise
Prepare for even more competition from new entrants
Recommendations for enterprises
It’s a buyers market
Demand flexible pricing
APPENDIX
Further reading
Methodology
Author
Ovum Consulting
Disclaimer
FIGURES
Figure: BPO contract signings 2007–2010 (to September)
Figure: BPO contracts set to expire in 2010/12
Figure: Signing location of BPO contracts expiring in 2011
Figure: BPO contracts expiring in 2011 by vertical
Figure: BPO contract signings 2007–2010 (to September)
Figure: BPO contracts set to expire in 2010/12
Figure: Signing location of BPO contracts expiring in 2011
Figure: BPO contracts expiring in 2011 by vertical
