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BPO Services Global Industry Almanac 2016-2025

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    Report

  • 516 Pages
  • December 2020
  • Region: Global
  • MarketLine
  • ID: 5264253
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BPO Services Global Industry Almanac 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
  • 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 lockdowns 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.

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 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?

Table of Contents

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 Australia
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 Brazil
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 Canada
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 China
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 India
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 Indonesia
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 Italy
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 Japan
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 Mexico
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. BPO Services in The Netherlands
30.1. Market Overview
30.2. Market Data
30.3. Market Segmentation
30.4. Market outlook
30.5. Five forces analysis
31. Macroeconomic Indicators
31.1. Country data
32. BPO Services in North America
32.1. Market Overview
32.2. Market Data
32.3. Market Segmentation
32.4. Market outlook
32.5. Five forces analysis
33. BPO Services in Russia
33.1. Market Overview
33.2. Market Data
33.3. Market Segmentation
33.4. Market outlook
33.5. Five forces analysis
34. Macroeconomic Indicators
34.1. Country data
35. BPO Services in Scandinavia
35.1. Market Overview
35.2. Market Data
35.3. Market Segmentation
35.4. Market outlook
35.5. Five forces analysis
36. BPO Services in Singapore
36.1. Market Overview
36.2. Market Data
36.3. Market Segmentation
36.4. Market outlook
36.5. Five forces analysis
37. Macroeconomic Indicators
37.1. Country data
38. BPO Services in South Africa
38.1. Market Overview
38.2. Market Data
38.3. Market Segmentation
38.4. Market outlook
38.5. Five forces analysis
39. Macroeconomic Indicators
39.1. Country data
40. BPO Services in South Korea
40.1. Market Overview
40.2. Market Data
40.3. Market Segmentation
40.4. Market outlook
40.5. Five forces analysis
41. Macroeconomic Indicators
41.1. Country data
42. BPO Services in Spain
42.1. Market Overview
42.2. Market Data
42.3. Market Segmentation
42.4. Market outlook
42.5. Five forces analysis
43. Macroeconomic Indicators
43.1. Country data
44. BPO Services in Turkey
44.1. Market Overview
44.2. Market Data
44.3. Market Segmentation
44.4. Market outlook
44.5. Five forces analysis
45. Macroeconomic Indicators
45.1. Country data
46. BPO Services in The United Kingdom
46.1. Market Overview
46.2. Market Data
46.3. Market Segmentation
46.4. Market outlook
46.5. Five forces analysis
47. Macroeconomic Indicators
47.1. Country data
48. BPO Services in The United States
48.1. Market Overview
48.2. Market Data
48.3. Market Segmentation
48.4. Market outlook
48.5. Five forces analysis
49. Macroeconomic Indicators
49.1. Country data
50. Company Profiles
50.1. Bertelsmann SE & Co. KGaA
50.2. CGI Group Inc.
50.3. Teleperformance SE
50.4. NCR Corp
50.5. BDO Unicon AO
50.6. Sutherland Global Services Inc
50.7. HCL Technologies Limited
50.8. Genpact Ltd
50.9. TMF Group Holding B.V.
50.10. Indra Sistemas, S.A.
50.11. Atento S.A.
50.12. Wipro Ltd
50.13. ISS AS
50.14. TTEC Holdings Inc.
50.15. Capgemini SE
50.16. Capita plc
50.17. Accenture plc
50.18. Infosys Limited
50.19. Cognizant Technology Solutions Corp
50.20. SYNNEX Corporation
51. Appendix
51.1. Methodology
51.2. About the Author
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: Australia BPO services market value: $ million, 2016-20
Table 46: Australia BPO services market category segmentation: $ million, 2020
Table 47: Australia BPO services market geography segmentation: $ million, 2020
Table 48: Australia BPO services market value forecast: $ million, 2020-25
Table 49: Australia size of population (million), 2016-20
Table 50: Australia GDP (constant 2005 prices, $ billion), 2016-20
List of Figures
Figure 1: Global BPO services market value: $ million, 2016-20
Figure 2: Global BPO services market category segmentation: % share, by value, 2020
Figure 3: Global BPO services market geography segmentation: % share, by value, 2020
Figure 4: Global BPO services market value forecast: $ million, 2020-25
Figure 5: Forces driving competition in the global BPO services market, 2020
Figure 6: Drivers of buyer power in the global BPO services market, 2020
Figure 7: Drivers of supplier power in the global BPO services market, 2020
Figure 8: Factors influencing the likelihood of new entrants in the global BPO services market, 2020
Figure 9: Factors influencing the threat of substitutes in the global BPO services market, 2020
Figure 10: Drivers of degree of rivalry in the global BPO services market, 2020
Figure 11: Asia-Pacific BPO services market value: $ million, 2016-20
Figure 12: Asia-Pacific BPO services market category segmentation: % share, by value, 2020
Figure 13: Asia-Pacific BPO services market geography segmentation: % share, by value, 2020
Figure 14: Asia-Pacific BPO services market value forecast: $ million, 2020-25
Figure 15: Forces driving competition in the BPO services market in Asia-Pacific, 2020
Figure 16: Drivers of buyer power in the BPO services market in Asia-Pacific, 2020
Figure 17: Drivers of supplier power in the BPO services market in Asia-Pacific, 2020
Figure 18: Factors influencing the likelihood of new entrants in the BPO services market in Asia-Pacific, 2020
Figure 19: Factors influencing the threat of substitutes in the BPO services market in Asia-Pacific, 2020
Figure 20: Drivers of degree of rivalry in the BPO services market in Asia-Pacific, 2020
Figure 21: Europe BPO services market value: $ million, 2016-20
Figure 22: Europe BPO services market category segmentation: % share, by value, 2020
Figure 23: Europe BPO services market geography segmentation: % share, by value, 2020
Figure 24: Europe BPO services market value forecast: $ million, 2020-25
Figure 25: Forces driving competition in the BPO services market in Europe, 2020
Figure 26: Drivers of buyer power in the BPO services market in Europe, 2020
Figure 27: Drivers of supplier power in the BPO services market in Europe, 2020
Figure 28: Factors influencing the likelihood of new entrants in the BPO services market in Europe, 2020
Figure 29: Factors influencing the threat of substitutes in the BPO services market in Europe, 2020
Figure 30: Drivers of degree of rivalry in the BPO services market in Europe, 2020
Figure 31: France BPO services market value: $ million, 2016-20
Figure 32: France BPO services market category segmentation: % share, by value, 2020
Figure 33: France BPO services market geography segmentation: % share, by value, 2020
Figure 34: France BPO services market value forecast: $ million, 2020-25
Figure 35: Forces driving competition in the BPO services market in France, 2020
Figure 36: Drivers of buyer power in the BPO services market in France, 2020
Figure 37: Drivers of supplier power in the BPO services market in France, 2020
Figure 38: Factors influencing the likelihood of new entrants in the BPO services market in France, 2020
Figure 39: Factors influencing the threat of substitutes in the BPO services market in France, 2020
Figure 40: Drivers of degree of rivalry in the BPO services market in France, 2020
Figure 41: Germany BPO services market value: $ million, 2016-20
Figure 42: Germany BPO services market category segmentation: % share, by value, 2020
Figure 43: Germany BPO services market geography segmentation: % share, by value, 2020
Figure 44: Germany BPO services market value forecast: $ million, 2020-25
Figure 45: Forces driving competition in the BPO services market in Germany, 2020
Figure 46: Drivers of buyer power in the BPO services market in Germany, 2020
Figure 47: Drivers of supplier power in the BPO services market in Germany, 2020
Figure 48: Factors influencing the likelihood of new entrants in the BPO services market in Germany, 2020
Figure 49: Factors influencing the threat of substitutes in the BPO services market in Germany, 2020
Figure 50: Drivers of degree of rivalry in the BPO services market in Germany, 2020

Companies Mentioned (Partial List)

A selection of companies mentioned in this report includes, but is not limited to:

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

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