BPO Services Global Industry Almanac 2013-2022

Global BPO Services industry profile 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.

Synopsis

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 2017 annual average exchange rates.

- 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

- 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 2017?

- What will be the size of the global BPO services market in 2022?

- 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?

Companies mentioned

Table of Contents

Table of Contents

EXECUTIVE SUMMARY 2

Market value 2

Market value forecast 2

Category segmentation 2

Geography segmentation 2

Introduction 29

What is this report ...

Table of Contents

EXECUTIVE SUMMARY 2

Market value 2

Market value forecast 2

Category segmentation 2

Geography segmentation 2

Introduction 29

What is this report about? 29

Who is the target reader? 29

How to use this report 29

Definitions 29

Global BPO Services 30

Market Overview 30

Market Data 31

Market Segmentation 32

Market outlook 34

Five forces analysis 35

BPO Services in Asia-Pacific 42

Market Overview 42

Market Data 43

Market Segmentation 44

Market outlook 46

Five forces analysis 47

BPO Services in Europe 54

Market Overview 54

Market Data 55

Market Segmentation 56

Market outlook 58

Five forces analysis 59

BPO Services in France 66

Market Overview 66

Market Data 67

Market Segmentation 68

Market outlook 70

Five forces analysis 71

Macroeconomic indicators 78

BPO Services in Germany 80

Market Overview 80

Market Data 81

Market Segmentation 82

Market outlook 84

Five forces analysis 85

Macroeconomic indicators 92

BPO Services in Australia 94

Market Overview 94

Market Data 95

Market Segmentation 96

Market outlook 98

Five forces analysis 99

Macroeconomic indicators 105

BPO Services in Brazil 107

Market Overview 107

Market Data 108

Market Segmentation 109

Market outlook 111

Five forces analysis 112

Macroeconomic indicators 118

BPO Services in Canada 120

Market Overview 120

Market Data 121

Market Segmentation 122

Market outlook 124

Five forces analysis 125

Macroeconomic indicators 131

BPO Services in China 133

Market Overview 133

Market Data 134

Market Segmentation 135

Market outlook 137

Five forces analysis 138

Macroeconomic indicators 145

BPO Services in India 147

Market Overview 147

Market Data 148

Market Segmentation 149

Market outlook 151

Five forces analysis 152

Macroeconomic indicators 159

BPO Services in Indonesia 161

Market Overview 161

Market Data 162

Market Segmentation 163

Market outlook 165

Five forces analysis 166

Macroeconomic indicators 172

BPO Services in Italy 174

Market Overview 174

Market Data 175

Market Segmentation 176

Market outlook 178

Five forces analysis 179

Macroeconomic indicators 186

BPO Services in Japan 188

Market Overview 188

Market Data 189

Market Segmentation 190

Market outlook 192

Five forces analysis 193

Macroeconomic indicators 200

BPO Services in Mexico 202

Market Overview 202

Market Data 203

Market Segmentation 204

Market outlook 206

Five forces analysis 207

Macroeconomic indicators 214

BPO Services in The Netherlands 216

Market Overview 216

Market Data 217

Market Segmentation 218

Market outlook 220

Five forces analysis 221

Macroeconomic indicators 228

BPO Services in North America 230

Market Overview 230

Market Data 231

Market Segmentation 232

Market outlook 234

Five forces analysis 235

BPO Services in Russia 242

Market Overview 242

Market Data 243

Market Segmentation 244

Market outlook 246

Five forces analysis 247

Macroeconomic indicators 253

BPO Services in Scandinavia 255

Market Overview 255

Market Data 256

Market Segmentation 257

Market outlook 259

Five forces analysis 260

BPO Services in Singapore 267

Market Overview 267

Market Data 268

Market Segmentation 269

Market outlook 271

Five forces analysis 272

Macroeconomic indicators 278

BPO Services in South Africa 280

Market Overview 280

Market Data 281

Market Segmentation 282

Market outlook 284

Five forces analysis 285

Macroeconomic indicators 291

BPO Services in South Korea 293

Market Overview 293

Market Data 294

Market Segmentation 295

Market outlook 297

Five forces analysis 298

Macroeconomic indicators 304

BPO Services in Spain 306

Market Overview 306

Market Data 307

Market Segmentation 308

Market outlook 310

Five forces analysis 311

Macroeconomic indicators 318

BPO Services in Turkey 320

Market Overview 320

Market Data 321

Market Segmentation 322

Market outlook 324

Five forces analysis 325

Macroeconomic indicators 331

BPO Services in The United Kingdom 333

Market Overview 333

Market Data 334

Market Segmentation 335

Market outlook 337

Five forces analysis 338

Macroeconomic indicators 344

BPO Services in The United States 346

Market Overview 346

Market Data 347

Market Segmentation 348

Market outlook 350

Five forces analysis 351

Macroeconomic indicators 357

Company Profiles 359

Leading Companies 359

Appendix 431

Methodology 431

About MarketLine 432

List of Tables

List of Tables

Table 1: Global BPO services market value: $ billion, 2013-17

Table 2: Global BPO services market category segmentation: $ billion, 2017

Table 3: Global ...

List of Tables

Table 1: Global BPO services market value: $ billion, 2013-17

Table 2: Global BPO services market category segmentation: $ billion, 2017

Table 3: Global BPO services market geography segmentation: $ billion, 2017

Table 4: Global BPO services market value forecast: $ billion, 2017-22

Table 5: Asia-Pacific BPO services market value: $ million, 2013-17

Table 6: Asia-Pacific BPO services market category segmentation: $ million, 2017

Table 7: Asia-Pacific BPO services market geography segmentation: $ million, 2017

Table 8: Asia-Pacific BPO services market value forecast: $ million, 2017-22

Table 9: Europe BPO services market value: $ billion, 2013-17

Table 10: Europe BPO services market category segmentation: $ billion, 2017

Table 11: Europe BPO services market geography segmentation: $ billion, 2017

Table 12: Europe BPO services market value forecast: $ billion, 2017-22

Table 13: France BPO services market value: $ million, 2013-17

Table 14: France BPO services market category segmentation: $ million, 2017

Table 15: France BPO services market geography segmentation: $ million, 2017

Table 16: France BPO services market value forecast: $ million, 2017-22

Table 17: France size of population (million), 2013-17

Table 18: France gdp (constant 2005 prices, $ billion), 2013-17

Table 19: France gdp (current prices, $ billion), 2013-17

Table 20: France inflation, 2013-17

Table 21: France consumer price index (absolute), 2013-17

Table 22: France exchange rate, 2013-17

Table 23: Germany BPO services market value: $ million, 2013-17

Table 24: Germany BPO services market category segmentation: $ million, 2017

Table 25: Germany BPO services market geography segmentation: $ million, 2017

Table 26: Germany BPO services market value forecast: $ million, 2017-22

Table 27: Germany size of population (million), 2013-17

Table 28: Germany gdp (constant 2005 prices, $ billion), 2013-17

Table 29: Germany gdp (current prices, $ billion), 2013-17

Table 30: Germany inflation, 2013-17

Table 31: Germany consumer price index (absolute), 2013-17

Table 32: Germany exchange rate, 2013-17

Table 33: Australia BPO services market value: $ million, 2013-17

Table 34: Australia BPO services market category segmentation: $ million, 2017

Table 35: Australia BPO services market geography segmentation: $ million, 2017

Table 36: Australia BPO services market value forecast: $ million, 2017-22

Table 37: Australia size of population (million), 2013-17

Table 38: Australia gdp (constant 2005 prices, $ billion), 2013-17

Table 39: Australia gdp (current prices, $ billion), 2013-17

Table 40: Australia inflation, 2013-17

Table 41: Australia consumer price index (absolute), 2013-17

Table 42: Australia exchange rate, 2013-17

Table 43: Brazil BPO services market value: $ million, 2013-17

Table 44: Brazil BPO services market category segmentation: $ million, 2017

Table 45: Brazil BPO services market geography segmentation: $ million, 2017

Table 46: Brazil BPO services market value forecast: $ million, 2017-22

Table 47: Brazil size of population (million), 2013-17

Table 48: Brazil gdp (constant 2005 prices, $ billion), 2013-17

Table 49: Brazil gdp (current prices, $ billion), 2013-17

Table 50: Brazil inflation, 2013-17

Table 51: Brazil consumer price index (absolute), 2013-17

Table 52: Brazil exchange rate, 2013-17

Table 53: Canada BPO services market value: $ million, 2013-17

Table 54: Canada BPO services market category segmentation: $ million, 2017

Table 55: Canada BPO services market geography segmentation: $ million, 2017

Table 56: Canada BPO services market value forecast: $ million, 2017-22

Table 57: Canada size of population (million), 2013-17

Table 58: Canada gdp (constant 2005 prices, $ billion), 2013-17

Table 59: Canada gdp (current prices, $ billion), 2013-17

Table 60: Canada inflation, 2013-17

Table 61: Canada consumer price index (absolute), 2013-17

Table 62: Canada exchange rate, 2013-17

Table 63: China BPO services market value: $ million, 2013-17

Table 64: China BPO services market category segmentation: $ million, 2017

Table 65: China BPO services market geography segmentation: $ million, 2017

Table 66: China BPO services market value forecast: $ million, 2017-22

Table 67: China size of population (million), 2013-17

Table 68: China gdp (constant 2005 prices, $ billion), 2013-17

Table 69: China gdp (current prices, $ billion), 2013-17

Table 70: China inflation, 2013-17

List of Figures

List of Figures

Figure 1: Global BPO services market value: $ billion, 2013-17

Figure 2: Global BPO services market category segmentation: % share, by value, 2017

Figure ...

List of Figures

Figure 1: Global BPO services market value: $ billion, 2013-17

Figure 2: Global BPO services market category segmentation: % share, by value, 2017

Figure 3: Global BPO services market geography segmentation: % share, by value, 2017

Figure 4: Global BPO services market value forecast: $ billion, 2017-22

Figure 5: Forces driving competition in the global BPO services market, 2017

Figure 6: Drivers of buyer power in the global BPO services market, 2017

Figure 7: Drivers of supplier power in the global BPO services market, 2017

Figure 8: Factors influencing the likelihood of new entrants in the global BPO services market, 2017

Figure 9: Factors influencing the threat of substitutes in the global BPO services market, 2017

Figure 10: Drivers of degree of rivalry in the global BPO services market, 2017

Figure 11: Asia-Pacific BPO services market value: $ million, 2013-17

Figure 12: Asia-Pacific BPO services market category segmentation: % share, by value, 2017

Figure 13: Asia-Pacific BPO services market geography segmentation: % share, by value, 2017

Figure 14: Asia-Pacific BPO services market value forecast: $ million, 2017-22

Figure 15: Forces driving competition in the BPO services market in Asia-Pacific, 2017

Figure 16: Drivers of buyer power in the BPO services market in Asia-Pacific, 2017

Figure 17: Drivers of supplier power in the BPO services market in Asia-Pacific, 2017

Figure 18: Factors influencing the likelihood of new entrants in the BPO services market in Asia-Pacific, 2017

Figure 19: Factors influencing the threat of substitutes in the BPO services market in Asia-Pacific, 2017

Figure 20: Drivers of degree of rivalry in the BPO services market in Asia-Pacific, 2017

Figure 21: Europe BPO services market value: $ billion, 2013-17

Figure 22: Europe BPO services market category segmentation: % share, by value, 2017

Figure 23: Europe BPO services market geography segmentation: % share, by value, 2017

Figure 24: Europe BPO services market value forecast: $ billion, 2017-22

Figure 25: Forces driving competition in the BPO services market in Europe, 2017

Figure 26: Drivers of buyer power in the BPO services market in Europe, 2017

Figure 27: Drivers of supplier power in the BPO services market in Europe, 2017

Figure 28: Factors influencing the likelihood of new entrants in the BPO services market in Europe, 2017

Figure 29: Factors influencing the threat of substitutes in the BPO services market in Europe, 2017

Figure 30: Drivers of degree of rivalry in the BPO services market in Europe, 2017

Figure 31: France BPO services market value: $ million, 2013-17

Figure 32: France BPO services market category segmentation: % share, by value, 2017

Figure 33: France BPO services market geography segmentation: % share, by value, 2017

Figure 34: France BPO services market value forecast: $ million, 2017-22

Figure 35: Forces driving competition in the BPO services market in France, 2017

Figure 36: Drivers of buyer power in the BPO services market in France, 2017

Figure 37: Drivers of supplier power in the BPO services market in France, 2017

Figure 38: Factors influencing the likelihood of new entrants in the BPO services market in France, 2017

Figure 39: Factors influencing the threat of substitutes in the BPO services market in France, 2017

Figure 40: Drivers of degree of rivalry in the BPO services market in France, 2017

Figure 41: Germany BPO services market value: $ million, 2013-17

Figure 42: Germany BPO services market category segmentation: % share, by value, 2017

Figure 43: Germany BPO services market geography segmentation: % share, by value, 2017

Figure 44: Germany BPO services market value forecast: $ million, 2017-22

Figure 45: Forces driving competition in the BPO services market in Germany, 2017

Figure 46: Drivers of buyer power in the BPO services market in Germany, 2017

Figure 47: Drivers of supplier power in the BPO services market in Germany, 2017

Figure 48: Factors influencing the likelihood of new entrants in the BPO services market in Germany, 2017

Figure 49: Factors influencing the threat of substitutes in the BPO services market in Germany, 2017

Figure 50: Drivers of degree of rivalry in the BPO services market in Germany, 2017

Figure 51: Australia BPO services market value: $ million, 2013-17

Figure 52: Australia BPO services market category segmentation: % share, by value, 2017

Figure 53: Australia BPO services market geography segmentation: % share, by value, 2017

Figure 54: Australia BPO services market value forecast: $ million, 2017-22

Figure 55: Forces driving competition in the BPO services market in Australia, 2017

Figure 56: Drivers of buyer power in the BPO services market in Australia, 2017

Figure 57: Drivers of supplier power in the BPO services market in Australia, 2017

Figure 58: Factors influencing the likelihood of new entrants in the BPO services market in Australia, 2017

Figure 59: Factors influencing the threat of substitutes in the BPO services market in Australia, 2017

Figure 60: Drivers of degree of rivalry in the BPO services market in Australia, 2017

Figure 61: Brazil BPO services market value: $ million, 2013-17

Figure 62: Brazil BPO services market category segmentation: % share, by value, 2017

Figure 63: Brazil BPO services market geography segmentation: % share, by value, 2017

Figure 64: Brazil BPO services market value forecast: $ million, 2017-22

Figure 65: Forces driving competition in the BPO services market in Brazil, 2017

Figure 66: Drivers of buyer power in the BPO services market in Brazil, 2017

Figure 67: Drivers of supplier power in the BPO services market in Brazil, 2017

Figure 68: Factors influencing the likelihood of new entrants in the BPO services market in Brazil, 2017

Figure 69: Factors influencing the threat of substitutes in the BPO services market in Brazil, 2017

Figure 70: Drivers of degree of rivalry in the BPO services market in Brazil, 2017

Figure 71: Canada BPO services market value: $ million, 2013-17

Figure 72: Canada BPO services market category segmentation: % share, by value, 2017

Figure 73: Canada BPO services market geography segmentation: % share, by value, 2017

Figure 74: Canada BPO services market value forecast: $ million, 2017-22

Figure 75: Forces driving competition in the BPO services market in Canada, 2017

Figure 76: Drivers of buyer power in the BPO services market in Canada, 2017

Figure 77: Drivers of supplier power in the BPO services market in Canada, 2017

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