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Mapping the Market for BPO
Datamonitor, Dec 2006, Pages: 50
CATALYST
SUMMARY
METHODOLOGY
Introduction 2
BPO market overview (Market Focus) 2
The top BPO priorities in 2006 (Customer Focus) 2
Trends in BPO services (Databook) 3
Summary 6
Retail banks fear the classic inhibitors to offfshore BPO 6
Vendor and market impact 7
BPO deals shrink in scope in spite of growth in signings 8
Vendor and market impact 9
Offshore BPO slowdown expected as voice BPO becomes a commodity 9
Vendor and market impact 11
First half 2006 sees record BPO signings despite poor Q2 12
Vendor and market impact 12
THE TOP BPO PRIORITIES IN 2006 (CUSTOMER FOCUS) 14
Summary 14
Investment priorities in BPO are shifting toward non-traditional services 14
In spite of bad press and the risk of outsourcing CRM nearly 35% respondents are still likely to outsource 16
Newer, high-margin BPO services are a growing priority for customers 17
Risk and proximity are strong factors in the offshore decision process 19
Summary 23
TRENDS IN BPO SERVICES (DATABOOK) 24
BPO services globally, 2004-2008 24
BPO services in the Asia Pacific, 2004-2008 27
BPO services in Europe, 2004-2008 29
BPO services in Latin America, 2004-2008 31
BPO services in Middle East/Africa, 2004-2008 33
BPO services in North America, 2004-2008 35
BPO services globally by vertical 37
Definitions 48
CRM (Customer Relationship Management) 48
Finance and Accounting (F&A) 48
Financial Services Process Management 48
Insurance 48
Retail Banking BPO 48
Transaction Processing 48
HR 49
Knowledge Processes (Knowledge Management) 49
Payments and Billing 49
Supply Management 49
APPENDIX 50
Definitions 50
Ask the analyst
List of Tables
Table 1: Investment priorities in BPO 15
Table 2: Likely to outsource CRM in the next two years 17
Table 3: Likely to outsource BI/performance management in the next two years 19
Table 4: Likelihood of offshoring to specific countries/region, global response 21
Table 5: Likelihood of offshoring to specific countries/region, US response 21
Table 6: Likelihood of offshoring to specific countries/region, financial services response 22
Table 7: BPO services globally, 2004-2008 25
Table 8: BPO services in the Asia Pacific, 2004-2008 28
Table 9: BPO services in Europe, 2004-2008 30
Table 10: BPO services in Latin America, 2004-2008 32
Table 11: BPO services in Middle East/Africa, 2004-2008 34
Table 12: BPO services in North America, 2004-2008 36
Table 13: BPO services globally by vertical 38
Table 14: BPO services globally in the communications vertical, 2004-2008 39
Table 15: BPO services globally in the consumer industries vertical, 2004-2008 40
Table 16: BPO services globally in the energy vertical, 2004-2008 41
Table 17: BPO services globally in the financial services vertical, 2004-2008 42
Table 18: BPO services globally in the government vertical, 2004-2008 43
Table 19: BPO services globally in the healthcare vertical, 2004-2008 44
Table 20: BPO services globally in the manufacturing vertical, 2004-2008 45
Table 21: BPO services globally in the other vertical, 2004-2008 46
Table 22: BPO services globally in the transportation vertical, 2004-2008
List of Figures
Figure 1: Investment priorities in BPO 15
Figure 2: Likely to outsource CRM in the next two years 17
Figure 3: Likely to outsource BI/performance management in the next two years 19
Figure 4: BPO services globally, 2004-2008 24
Figure 5: BPO services mix globally, 2005 and 2008 26
Figure 6: BPO services in the Asia Pacific, 2004-2008 27
Figure 7: BPO services in Europe, 2004-2008 29
Figure 8: BPO services in Latin America, 2004-2008 31
Figure 9: BPO services in Middle East/Africa, 2004-2008 33
Figure 10: BPO services in North America, 2004-2008 35
Figure 11: BPO services globally by vertical, 2005 and 2008 37
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