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Global Business Process Outsourcing (BPO) Market

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SOURCE Reportlinker

NEW YORK, July 9, 2014 /PRNewswire/ -- Reportlinker.com announces that a new market research report is available in its catalogue:

 

Global Business Process Outsourcing (BPO) Market

 

http://www.reportlinker.com/p0459160/Global-Business-Process-Outsourcing-BPO-Market.html

 

This report analyzes the worldwide markets for Business Process Outsourcing (BPO) in US$ Million by the following Horizontal segments: Finance & Accounting, Customer Services, HR, KPO, and Procurement. The market is also analyzed by the following End-Use Verticals: Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others. The report provides separate comprehensive analytics for the US, Canada, Japan Europe, Asia-Pacific, Latin America, and Rest of World. Annual estimates and forecasts are provided for the period 2013 through 2020. Also, a seven-year historic analysis is provided for these markets. Market data and analytics are derived from primary and secondary research. Company profiles are primarily based on public domain information including company URLs. The report profiles 249 companies including many key and niche players such as -

 

Accenture Plc(br> Aon Hewitt

Capgemini

Capita Plc

Ceridian Corporation

 

 

 

I. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS

Study Reliability and Reporting Limitations I-1

Disclaimers I-2

Data Interpretation & Reporting Level I-2

Quantitative Techniques & Analytics I-3

Product Definitions and Scope of Study I-3

Horizontal Segment I-4

Finance & Accounting I-4

Customer Services I-4

Human Resources Outsourcing I-4

Knowledge Process Outsourcing I-4

Procurement BPO I-5

End-Use Segments I-5

Manufacturing I-5

Banking, Insurance & Finance Services (BFSI) I-5

Telecommunications & Technology I-6

Retail I-6

Others I-6

 

 

II. EXECUTIVE SUMMARY

 

1. INDUSTRY OVERVIEW II-1

A Prelude II-1

High Potential for 'Business Transforming' BPO Services II-1

BPO: Market Characteristics, Growth Drivers and Determinants II-2

Recession Slows Down Growth in the Outsourcing Industry II-2

Post Recession Prospects II-3

Current and Future Analysis II-5

Debt Crisis Reinforces Focus on Outsourcing II-5

Emerging Markets Spur Growth II-6

Growth Opportunities in Service Segments II-7

BPO Adoption in End-User Markets II-7

 

2. MARKET DYNAMICS II-8

Sourcing Strategy/Model: Means to Achieve Business Process II-8

Sole Sourcing - A Model for Increasing Operational Efficiency II-8

One-Stop-Shop for Comprehensive HR Outsourcing II-8

Multi-Source Approach: Gains Strength II-9

Benefits of Multi-Sourcing Approach II-9

Challenges Facing Multi-Sourcing Strategy II-9

Offshore BPO: Driving Cost-Effectiveness II-10

Offshore Outsourcing of Call Centers II-10

Protectionism - Implications for Offshore BPOs II-11

A Brief Sketch of Major Outsourcing Destinations II-11

India II-12

Philippines II-12

China II-12

Malaysia II-13

Czech Republic II-13

Singapore II-13

Brazil II-13

Canada II-13

Poland II-14

Egypt II-14

Mexico II-14

 

3. MARKET TRENDS II-15

Major Trends - In a Nutshell II-15

Alternate Offshore Locations Challenge Dominance of

Traditional Centers II-16

Nearshoring Finds Favor among Businesses II-16

Latin America Emerges as a Global Delivery Location II-17

Continental Europe Opens Up to BPO II-17

New Business Areas Make Gains II-17

Industry-Specific BPO Services Continue to Gain Strength II-17

Supply Management Outsourcing Market on an Upswing II-18

Rise of Bundled IT & BPO Deals II-18

BPO: Heading towards Commoditization? II-18

Contract Pricing: A Sticking Point II-19

Vendors Endeavor to Address the Unique Needs of SME & Mid-

Market Sectors II-19

Advanced Technologies Come to the Aid of BPO Providers II-19

Robotic Automation Makes In Roads in BPO Industry II-20

Social Networking Trend Transforms Business Strategies II-20

Growing Popularity of Cloud Computing II-20

BPO Providers Warm up to Green Computing II-21

Analytic Outsourcing to Register Strong Growth and Face

Poaching of Talent II-21

Growing Significance of Value Addition II-21

Platform BPO - A Key Driving Factor II-21

Merchants Opt for Outsourcing to Protect Credit Card Data II-22

Growing Proportion of Non-Linear Revenues II-22

Demand for BPOs that Bring About Transformational Change II-22

The Importance of Impact Sourcing II-22

Challenges for Impact Sourcing II-23

 

4. AN INSIGHT INTO MAJOR HORIZONTAL SEGMENTS II-24

Finance and Accounting BPO (FAO) II-24

Customer Services BPO II-24

Human Resources BPO (HRO) II-25

Recruitment Process Outsourcing (RPO) II-26

HR Outsourcing Types II-26

Procurement BPO II-26

Knowledge Process Outsourcing (KPO) II-27

BPO Vs KPO II-28

FAO Vendor Landscape II-29

Table 1: Leading Players in the Global F&A BPO Market

(2013): Percentage Breakdown of Revenues for Accenture,

Capgemini, Genpact, IBM and Others (includes corresponding

Graph/Chart) II-29

 

5. CUSTOMER SERVICES BPO II-30

A Prelude II-30

Opportunities from Growing Web-Based Interactions II-30

Asia-Pacific: A Favored Destination for Contact Centers II-31

Contact Center Outsourcing Services Makes Inroads into New

Verticals II-31

Service Providers Adopt New Strategies II-31

 

6. HR BUSINESS PROCESSES OUTSOURCING II-32

A High-Profile Segment II-32

Future Growth Opportunities II-32

Snapshots II-32

HR Activity in the Recent Past: A Review II-33

RPO: Opportunities for Growth II-33

Multi-Process HRO Market: An Overview II-33

Competitive Landscape II-34

Table 2: Leading Players in Global HR BPO Market (2012):

Percentage Breakdown of Revenues for ADP, Alon Hewitt,

Fidelity Work-Place Investment, Paychex, Xerox/ACS and Others

(includes corresponding Graph/Chart) II-34

Noteworthy Trends & Issues II-35

Cost Reduction: Finding Favor Again in Difficult Times II-35

Recession Ups Adoption of Single Process Deals II-35

Companies to Continue Feeling the Heat of Recession II-35

Contract Renewals - On the Rise II-35

Buyers to Adopt a Tighter Focus II-36

Shrinking Deal Sizes - A Recent Past Review II-36

Emergence of Mid-Market II-36

Demand for Newer & Innovative Platforms II-36

Trend towards Process Convergence II-37

Transformation to Services TCO II-37

'Transformational-Transfer' & 'Component Based' Models Find

Acceptance II-37

Focus on Short-term Deals II-37

Fewer Processes in Multi-process HRO Deals II-37

Best-of-the-Breed Concept Gains Strength II-38

Multi-Country Presence of Vendors II-38

Asia-Pacific: Center of Attraction II-38

Talent Acquisition, Effective Alignment of Skills & Processes II-38

Talent Retention: An Equally Important Task II-38

Rising Significance of Analytics II-38

HR Portal: The Latest Trend II-39

Migration to the Cloud II-39

Self-Service: An Option for Mobile Workforce II-39

 

7. KNOWLEDGE PROCESS OUTSOURCING II-40

Knowledge-Intensive Companies Foster Demand for KPO Services II-40

KPO Industry Fights the Recession II-40

India: The Leader in KPO Marketplace II-40

BPO Providers Look to Extend Presence into KPO Sector II-41

Shift towards Value Creation - The Only Way Out II-41

Supplier Glut Imminent II-41

KPO Companies Focus on Productivity II-42

Future Looks Bright for Analytics Outsourcing Market II-42

 

8. PROCUREMENT BPO II-43

Introduction II-43

Robust Growth Ahead for Procurement BPO II-44

Key Demand Generators II-44

Major Factors Driving Companies to Seek Procurement Outsourcing II-44

Multi-Process Procurement BPO: An Overview II-44

Growing Significance of Procurement Function II-45

Future Opportunities: An Increasingly Strategic Role for PO II-45

Clients Look for New Business Models II-46

Relevance of Procurement Outsourcing for Large Businesses II-46

Challenges Confronting PO Vendors II-46

Leading Players II-47

Competition Heats Up in Procurement BPO Market II-47

Procurian's Growing Presence in Direct Material Procurement -

A Big Plus for Accenture II-48

Procurian Acquisition Trumps Competitors II-48

Logistics BPO II-48

 

9. COMPETITIVE LANDSCAPE II-49

BPO Industry: Competitive Scenario II-49

Consolidation Activity Intensifies II-49

Leading Players II-49

 

10. SERVICE OVERVIEW II-50

Introduction II-50

Vertical Vs Horizontal BPO II-50

Vertical BPO II-50

Horizontal BPO II-51

Onsite, Offsite and Offshore BPO Models II-51

Onsite Business Process Outsourcing II-52

Offsite Business Process Outsourcing II-52

Offshore Business Process Outsourcing II-52

BPO Business Models II-53

Salient features of the 3 models II-53

Types of BPO Structures II-54

Common Services Offered by BPO Providers II-55

Customer Support Services II-55

Technical Support Services II-55

Employee IT Help-desk Services II-55

Telemarketing Services II-56

Insurance Processing II-56

Data Conversion Services II-56

Data Entry Services II-56

Planning for BPO II-56

Why Outsource to Third World Countries? II-56

The BPO Advantage II-57

How is BPO Different from ASP? II-57

Platform BPO II-57

Platform BPO Vs Traditional BPO II-58

Advantages of Platform BPO II-58

Challenges Facing¬ Platform BPO II-59

 

11. REVIEW OF SELECT END-USE MARKETS II-60

Manufacturing Sector II-60

Telecommunications Industry II-60

Retail Sector II-61

Banking, Insurance & Finance Services II-61

Bookkeeping II-62

Budgeting II-62

Credit Card Processing II-62

Financial Reporting II-62

Financial Statements II-63

General Ledger Maintenance II-63

Bank Reconciliation Statement II-63

Financial Analysis II-63

Preparation of Tax Returns II-63

Mortgage Processing Services II-64

MPO Market: Recession & Beyond II-65

Banking Sector II-65

Business Case for Outsourcing in Banking Sector II-65

Insurance II-66

A Prelude II-66

Industry on the Recovery Mode II-67

Travel & Transportation Industry II-68

Travel Services II-68

Airline Industry II-69

Logistics and Transportation II-69

Government BPO II-70

Construction II-70

 

12. RECENT INDUSTRY ACTIVITY II-71

Convergys Acquires Stream II-71

SYNNEX Acquires Customer Care Services Business of IBM II-71

ISS Enters into a Partnership with CGI II-71

Triangle Services Takes Over Content Critical Solutions II-71

ELBRUS CAPITAL Acquired INTERCOMP II-71

Harland Clarke Holdings Divests BPO Subsidiary, Faneuil, Inc.,

to ALJ Regional Holdings II-71

Ephesoft Announces Sale of Enterprise Class System to Mediatica II-71

FUJIFILM Holdings Acquires BPO Division of Salmat Limited II-71

Accenture Acquires PROCURIAN II-72

Cognizant Voiced Intentions to Acquire ValueSource II-72

Stream Acquires N2SP II-72

transcosmos Takes Over Data Entry Business from NBI II-72

Kewill Group Takes Over FOUR SOFT II-72

iD Commerce + Logistics Acquires In A Bind Assembly and

Fullfillment II-72

Enhanced Recovery Acquires TMone II-72

Harland Clarke Holdings Inks Agreement with Davis + Henderson II-72

PLDT Announces the Sale of BPO UNIT TO CVC II-72

National Flood Services to Take Over CSC's Flood Insurance BPO

Unit II-72

Ayala Corp Takes Over LBM Holdings II-73

Aurelius Group Acquires TDS HR SERVICES & SOLUTIONS II-73

Gores Group Takes Over Davis + Henderson Outsourcing Business II-73

Qualfon Takes Over Data Control Group (DCG) II-73

Capita Acquires iQor UK II-73

Swiss Post Takes Over Scalaris II-73

Teleperformance Takes Over TLS Contact II-73

INFOSYS BPO Opens New Delivery Center in Netherlands II-73

TranSigma Joins Hands with Miratech II-73

Brandix and Accenture Collaborate to Provide BPO Services II-74

Astellas and Accenture Ink Agreement II-74

Genpact Voiced Intentions to Expand Operations into Brazil II-74

Accenture and Janalakshmi Financial Services Enter into a

Partnership II-74

Capital One Financial Corporation Opens BPO facility in

Philippines II-74

IBM Sets up BPO Facility in Laguna II-74

Cityland Development Corp. Launched BPO hub, CityNet 1 in

Philippines II-74

Convergys Opens BPO Center in Mindanao II-74

SUTHERLAND GLOBAL Unveils BPO Centre in Tiruchi II-74

Jetking Infotrain Intends to Unveil a BPO Firm II-75

Aegis Intends to Expand Operations in Asia II-75

Marriot International, Inc. And Accenture Announce Plans for

Strategic Collaboration II-75

AVALOQ Unveils a BPO Center in Singapore II-75

ING Unveils BPO facility in Manila II-75

Ferro Selects Capgemini II-75

Accenture Bags Deal from SSAB II-75

GENPACT Expands Footprint in Netherlands II-75

Logistics Executive Group of Australia and Milestone

Consulting Group Establish Joint Venture II-75

Major Global BPO Firms Ink Cooperation Agreement to Establish

Call Center II-76

FPT Software and Agrex Join Hands to Setup a BPO II-76

Infosys Forays into Latin America II-76

Serco Global Services Launches BPO Centre in South Africa II-76

Hinduja Global Solutions Launches Delivery Centre in Hyderabad II-76

Accenture to Provide Accounts Payable Invoice Processing

Services to Westinghouse Electric Company II-76

Itau BBA Selects Broadridge Financial Solutions's BPO

Operations Solution II-76

Paxys and Simpro Solutions Enter into a Joint Venture II-76

Aegis BPO Starts Durban Operations II-77

Sundaram BPO Ventures into UK Market II-77

Capgemini Expands BPO Footprint in India II-77

IBM Sets Up BPO Facility to Expand into Philippines II-77

Serco Launches New Facility II-77

Accenture Expands to Add New Facilities in Philippines II-77

Rural Shores Sets up RURAL BPO in India II-77

PAREXEL International Takes Over Liquent II-77

Serco Acquires Majority Stake in the BPO Arm of Mena Business

Services II-77

PLDT Divests Majority Stake of Outsourcing Subsidiary Pangilinan II-78

CSC Divests Consulting and Systems Integration Services Segment II-78

CESC Acquires Firstsource Solutions II-78

NIIT Technologies Takes Over Sabre Philippines Development Center II-78

Infosys BPO Takes Over Marsh & McLennan's Outsourcing Division II-78

ADITYA BIRLA NUVO Voiced Intentions to Sell Majority Stake in

BPO Arm II-78

WNS Takes Over Fusion Outsourcing Services II-78

Innovation Group Takes Over Value Partners II-78

Serco Group Acquires Vertex Public Sector II-78

SuccessEHS Acquires Outsourcing/ Consulting Firm II-78

NTT Closes Deal to Take Over a Controlling Stake in

Diversified Technology Solutions International (DTSI) Group II-79

GameCorp Acquires OC Communications Group II-79

Datacom Takes Over Enterprise Support Asia-Pacific II-79

NCO Group Completes Merger with APAC Customer Services II-79

Paxys Divests Australian Subsidiary II-79

Sistema Shyam Signs Agreement With IKF Technologies II-79

Big Horn Energy Services Chooses AcctTwo as BPO Partner II-79

Capgemini Provides BPO Services to Agrana II-79

 

13. SERVICE LAUNCHES II-80

Vestmark Unveils BPO Services II-80

Optum Announces New Business Process Outsourcing Services for

Payers II-80

Stream Global Services Introduces BPO Service, Stream

Enterprise, in Europe II-80

DealNet's BPO Division Rolls Out Contact Center Services II-80

HP Rolls Out BPO Analytics Services II-80

Cemex and IBM Voice Intentions to Provide IT Services II-80

Dell Increases BPO Services Offerings II-80

 

14. FOCUS ON SELECT GLOBAL PLAYERS II-81

Accenture Plc (Ireland) II-81

Aon Hewitt (USA) II-81

Automatic Data Processing, Inc. (USA) II-82

Capgemini (France) II-82

Capita Plc (UK) II-83

Ceridian Corporation (USA) II-83

CGI Group, Inc. (Canada) II-83

Cognizant Technology Solutions Corporation (USA) II-84

Computer Sciences Corporation (USA) II-84

Dell Services (USA) II-85

EXLService Holding, Inc. (USA) II-85

Genpact Limited (India) II-86

HP Enterprise Services (USA) II-86

Infosys BPO Ltd. (India) II-86

Intelligroup, Inc. (USA) II-87

International Business Machines Corporation (USA) II-87

KARVY Global Services Limited (India) II-87

NTT DATA Corporation. (Japan) II-87

NGA Human Resources (UK) II-88

Randstad Holding nv (Netherlands) II-88

Serco Group, Plc (UK) II-89

StarTek, Inc. (USA) II-89

Steria (France) II-89

Syntel, Inc. (USA) II-90

Tata Consultancy Services Limited (India) II-90

TriNet Group, Inc. (USA) II-91

Wipro Limited (India) II-91

WNS (Holdings) Limited (India) II-91

 

15. GLOBAL MARKET PERSPECTIVE II-92

Table 3: World Recent Past, Current and Future Analysis for

Business Process Outsourcing by Geographic Region - US,

Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin

America and Rest of World Markets Independently Analyzed with

Annual Spending Figures in US$ Million for Years 2013 through

2020 (includes corresponding Graph/Chart) II-92

 

Table 4: World Historic Review for Business Process

Outsourcing by Geographic Region - US, Canada, Japan, Europe,

Asia-Pacific (excluding Japan), Latin America and Rest of

World Markets Independently Analyzed with Annual Spending

Figures in US$ Million for Years 2006 through 2012 (includes

corresponding Graph/Chart) II-93

 

Table 5: World 15-Year Perspective for Business Process

Outsourcing by Geographic Region - Percentage Breakdown of

Spending for US, Canada, Japan, Europe, Asia-Pacific

(excluding Japan), Latin America and Rest of World Markets for

Years 2006, 2014 and 2020 (includes corresponding Graph/Chart) II-94

By Horizontal Segment II-95

Table 6: World Recent Past, Current and Future Analysis for

Finance & Accounting Outsourcing by Geographic Region - US,

Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin

America and Rest of World Markets Independently Analyzed with

Annual Spending Figures in US$ Million for Years 2013 through

2020 (includes corresponding Graph/Chart) II-95

 

Table 7: World Historic Review for Finance & Accounting

Outsourcing by Geographic Region - US, Canada, Japan, Europe,

Asia-Pacific (excluding Japan), Latin America and Rest of

World Markets Independently Analyzed with Annual Spending

Figures in US$ Million for Years 2006 through 2012 (includes

corresponding Graph/Chart) II-96

 

Table 8: World 15-Year Perspective for Finance & Accounting

Outsourcing by Geographic Region - Percentage Breakdown of

Spending for US, Canada, Japan, Europe, Asia-Pacific

(excluding Japan), Latin America and Rest of World Markets for

Years 2006, 2014 and 2020 (includes corresponding Graph/Chart) II-97

 

Table 9: World Recent Past, Current and Future Analysis for

Customer Services Outsourcing by Geographic Region - US,

Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin

America and Rest of World Markets Independently Analyzed with

Annual Spending Figures in US$ Million for Years 2013 through

2020 (includes corresponding Graph/Chart) II-98

 

Table 10: World Historic Review for Customer Services

Outsourcing by Geographic Region - US, Canada, Japan, Europe,

Asia-Pacific (excluding Japan), Latin America and Rest of

World Markets Independently Analyzed with Annual Spending

Figures in US$ Million for Years 2006 through 2012 (includes

corresponding Graph/Chart) II-99

 

Table 11: World 15-Year Perspective for Customer Services

Outsourcing by Geographic Region - Percentage Breakdown of

Spending for US, Canada, Japan, Europe, Asia-Pacific

(excluding Japan), Latin America and Rest of World Markets for

Years 2006, 2014 and 2020 (includes corresponding Graph/Chart) II-100

 

Table 12: World Recent Past, Current and Future Analysis for

HR Outsourcing by Geographic Region - US, Canada, Japan,

Europe, Asia-Pacific (excluding Japan), Latin America and Rest

of World Markets Independently Analyzed with Annual Spending

Figures in US$ Million for Years 2013 through 2020 (includes

corresponding Graph/Chart) II-101

 

Table 13: World Historic Review for HR Outsourcing by

Geographic Region - US, Canada, Japan, Europe, Asia-Pacific

(excluding Japan), Latin America and Rest of World Markets

Independently Analyzed with Annual Spending Figures in US$

Million for Years 2006 through 2012 (includes corresponding

Graph/Chart) II-102

 

Table 14: World 15-Year Perspective for HR Outsourcing by

Geographic Region - Percentage Breakdown of Spending for US,

Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin

America and Rest of World Markets for Years 2006, 2014 and

2020 (includes corresponding Graph/Chart) II-103

 

Table 15: World Recent Past, Current and Future Analysis for

KPO by Geographic Region - US, Canada, Japan, Europe,

Asia-Pacific (excluding Japan), Latin America and Rest of

World Markets Independently Analyzed with Annual Spending

Figures in US$ Million for Years 2013 through 2020 (includes

corresponding Graph/Chart) II-104

 

Table 16: World Historic Review for KPO by Geographic Region -

US, Canada, Japan, Europe, Asia-Pacific (excluding Japan),

Latin America and Rest of World Markets Independently Analyzed

with Annual Spending Figures in US$ Million for Years 2006

through 2012 (includes corresponding Graph/Chart) II-105

 

Table 17: World 15-Year Perspective for KPO by Geographic

Region - Percentage Breakdown of Spending for US, Canada,

Japan, Europe, Asia-Pacific (excluding Japan), Latin America

and Rest of World Markets for Years 2006, 2014 and 2020

(includes corresponding Graph/Chart) II-106

 

Table 18: World Recent Past, Current and Future Analysis for

Procurement Outsourcing by Geographic Region - US, Canada,

Japan, Europe, Asia-Pacific (excluding Japan), Latin America

and Rest of World Markets Independently Analyzed with Annual

Spending Figures in US$ Million for Years 2013 through 2020

(includes corresponding Graph/Chart) II-107

 

Table 19: World Historic Review for Procurement Outsourcing by

Geographic Region - US, Canada, Japan, Europe, Asia-Pacific

(excluding Japan), Latin America and Rest of World Markets

Independently Analyzed with Annual Spending Figures in US$

Million for Years 2006 through 2012 (includes corresponding

Graph/Chart) II-108

 

Table 20: World 15-Year Perspective for Procurement

Outsourcing by Geographic Region - Percentage Breakdown of

Spending for US, Canada, Japan, Europe, Asia-Pacific

(excluding Japan), Latin America and Rest of World Markets for

Years 2006, 2014 and 2020 (includes corresponding Graph/Chart) II-109

 

Table 21: World Recent Past, Current and Future Analysis for

Business Process Outsourcing in Manufacturing Industry by

Geographic Region - US, Canada, Japan, Europe, Asia-Pacific

(excluding Japan), Latin America and Rest of World Markets

Independently Analyzed with Annual Spending Figures in US$

Million for Years 2013 through 2020 (includes corresponding

Graph/Chart) II-110

 

Table 22: World Historic Review for Business Process

Outsourcing in Manufacturing Industry by Geographic Region -

US, Canada, Japan, Europe, Asia-Pacific (excluding Japan),

Latin America and Rest of World Markets Independently Analyzed

with Annual Spending Figures in US$ Million for Years 2006

through 2012 (includes corresponding Graph/Chart) II-111

 

Table 23: World 15-Year Perspective for Business Process

Outsourcing in Manufacturing Industry by Geographic Region -

Percentage Breakdown of Spending for US, Canada, Japan,

Europe, Asia-Pacific (excluding Japan), Latin America and Rest

of World Markets for Years 2006, 2014 and 2020 (includes

corresponding Graph/Chart) II-112

 

Table 24: World Recent Past, Current and Future Analysis for

Business Process Outsourcing in Telecommunications &

Technology Industry by Geographic Region - US, Canada, Japan,

Europe, Asia-Pacific (excluding Japan), Latin America and Rest

of World Markets Independently Analyzed with Annual Spending

Figures in US$ Million for Years 2013 through 2020 (includes

corresponding Graph/Chart) II-113

 

Table 25: World Historic Review for Business Process

Outsourcing in Telecommunications & Technology Industry by

Geographic Region - US, Canada, Japan, Europe, Asia-Pacific

(excluding Japan), Latin America and Rest of World Markets

Independently Analyzed with Annual Spending Figures in US$

Million for Years 2006 through 2012 (includes corresponding

Graph/Chart) II-114

 

Table 26: World 15-Year Perspective Business Process

Outsourcing in Telecommunications & Technology Industry by

Geographic Region - Percentage Breakdown of Spending for US,

Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin

America and Rest of World Markets for Years 2006, 2014 and

2020 (includes corresponding Graph/Chart) II-115

 

Table 27: World Recent Past, Current and Future Analysis for

Business Process Outsourcing in Banking, Insurance & Finance

Services Industry by Geographic Region - US, Canada, Japan,

Europe, Asia-Pacific (excluding Japan), Latin America and Rest

of World Markets Independently Analyzed with Annual Spending

Figures in US$ Million for Years 2013 through 2020 (includes

corresponding Graph/Chart) II-116

 

Table 28: World Historic Review for Business Process

Outsourcing in Banking, Insurance & Finance Services Industry

by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific

(excluding Japan), Latin America and Rest of World Markets

Independently Analyzed with Annual Spending Figures in US$

Million for Years 2006 through 2012 (includes corresponding

Graph/Chart) II-117

 

Table 29: World 15-Year Perspective Business Process

Outsourcing in Banking, Insurance & Finance Services Industry

by Geographic Region - Percentage Breakdown of Spending for

US, Canada, Japan, Europe, Asia-Pacific (excluding Japan),

Latin America and Rest of World Markets for Years 2006, 2014

and 2020 (includes corresponding Graph/Chart) II-118

 

Table 30: World Recent Past, Current and Future Analysis for

Business Process Outsourcing in Retail Industry by Geographic

Region - US, Canada, Japan, Europe, Asia-Pacific (excluding

Japan), Latin America and Rest of World Markets Independently

Analyzed with Annual Spending Figures in US$ Million for Years

2013 through 2020 (includes corresponding Graph/Chart) II-119

 

Table 31: World Historic Review for Business Process

Outsourcing in Retail Industry by Geographic Region - US,

Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin

America and Rest of World Markets Independently Analyzed with

Annual Spending Figures in US$ Million for Years 2006 through

2012 (includes corresponding Graph/Chart) II-120

 

Table 32: World 15-Year Perspective Business Process

Outsourcing in Retail Industry by Geographic Region -

Percentage Breakdown of Spending for US, Canada, Japan,

Europe, Asia-Pacific (excluding Japan), Latin America and Rest

of World Markets for Years 2006, 2014 and 2020 (includes

corresponding Graph/Chart) II-121

 

Table 33: World Recent Past, Current and Future Analysis for

Business Process Outsourcing in Other End-Use Sectors by

Geographic Region - US, Canada, Japan, Europe, Asia-Pacific

(excluding Japan), Latin America and Rest of World Markets

Independently Analyzed with Annual Spending Figures in US$

Million for Years 2013 through 2020 (includes corresponding

Graph/Chart) II-122

 

Table 34: World Historic Review for Business Process

Outsourcing in Other End-Use Sectors by Geographic Region -

US, Canada, Japan, Europe, Asia-Pacific (excluding Japan),

Latin America and Rest of World Markets Independently Analyzed

with Annual Spending Figures in US$ Million for Years 2006

through 2012 (includes corresponding Graph/Chart) II-123

 

Table 35: World 15-Year Perspective Business Process

Outsourcing in Other End-Use Sectors by Geographic Region -

Percentage Breakdown of Spending for US, Canada, Japan,

Europe, Asia-Pacific (excluding Japan), Latin America and Rest

of World Markets for Years 2006, 2014 and 2020 (includes

corresponding Graph/Chart) II-124

 

 

III. MARKET

 

1. THE UNITED STATES III-1

A.Market Analysis III-1

Outlook III-1

Impact of Recession in Retrospect III-1

Nearshore Strategy Gains Strength III-2

Impact of Protectionist Policies III-2

Shift Away from Cost Containment Outsourcing Strategy III-2

HR Outsourcing -A Highly Lucrative Segment III-3

The Offshoring Advantage III-3

Indian BPOs Set Up Onshore Service Centers in US III-3

Offshoring Challenges III-4

Procurement BPO Market III-4

Bank Outsourcing Market III-5

Residential Mortgage Outsourcing Market III-5

Service Launches III-6

Strategic Corporate Developments III-6

Key Players III-9

B.Market Analytics III-17

Table 36: US Recent Past, Current and Future Analysis for

Business Process Outsourcing by Horizontal Segment - Finance &

Accounting, Customer Services, HR, KPO, and Procurement

Markets Independently Analyzed with Annual Spending Figures

in US$ Million for Years 2013 through 2020 (includes

corresponding Graph/Chart) III-17

 

Table 37: US Historic Review for Business Process

Outsourcing by Horizontal Segment - Finance & Accounting,

Customer Services, HR, KPO, and Procurement Markets

Independently Analyzed with Annual Spending Figures in US$

Million for Years 2006 through 2012 (includes corresponding

Graph/Chart) III-18

 

Table 38: US 15-Year Perspective for Business Process

Outsourcing by Horizontal Segment - Percentage Breakdown of

Spending for Finance & Accounting, Customer Services, HR,

KPO, and Procurement Markets for Years 2006, 2014 and 2020

(includes corresponding Graph/Chart) III-19

 

Table 39: US Recent Past, Current and Future Analysis for

Business Process Outsourcing by End-Use Sector -

Manufacturing, Telecommunications & Technology, Banking,

Insurance & Finance Services, Retail, and Other Markets

Independently Analyzed with Annual Spending Figures in US$

Million for Years 2013 through 2020 (includes corresponding

Graph/Chart) III-20

 

Table 40: US Historic Review for Business Process

Outsourcing by End-Use Sector - Manufacturing,

Telecommunications & Technology, Banking, Insurance &

Finance Services, Retail, and Other Markets Independently

Analyzed with Annual Spending Figures in US$ Million for

Years 2006 through 2012 (includes corresponding Graph/Chart) III-21

 

Table 41: US 15-Year Perspective for Business Process

Outsourcing by End-Use Sector - Percentage Breakdown of

Spending for Manufacturing, Telecommunications & Technology,

Banking, Insurance & Finance Services, Retail, and Other

Markets for Years 2006, 2014 and 2020 (includes

corresponding Graph/Chart) III-22

 

2. CANADA III-23

A.Market Analysis III-23

Outlook III-23

HR Outsourcing: On an Upswing III-23

Strategic Corporate Developments III-23

B.Market Analytics III-24

Table 42: Canadian Recent Past, Current and Future Analysis

for Business Process Outsourcing by Horizontal Segment -

Finance & Accounting, Customer Services, HR, KPO, and

Procurement Markets Independently Analyzed with Annual

Spending Figures in US$ Million for Years 2013 through 2020

(includes corresponding Graph/Chart) III-24

 

Table 43: Canadian Historic Review for Business Process

Outsourcing by Horizontal Segment - Finance & Accounting,

Customer Services, HR, KPO, and Procurement Markets

Independently Analyzed with Annual Spending Figures in US$

Million for Years 2006 through 2012 (includes corresponding

Graph/Chart) III-25

 

Table 44: Canadian 15-Year Perspective for Business Process

Outsourcing by Horizontal Segment - Percentage Breakdown of

Spending for Finance & Accounting, Customer Services, HR,

KPO, and Procurement Markets for Years 2006, 2014 and 2020

(includes corresponding Graph/Chart) III-26

 

Table 45: Canadian Recent Past, Current and Future Analysis

for Business Process Outsourcing by End-Use Sector -

Manufacturing, Telecommunications & Technology, Banking,

Insurance & Finance Services, Retail, and Other Markets

Independently Analyzed with Annual Spending Figures in US$

Million for Years 2013 through 2020 (includes corresponding

Graph/Chart) III-27

 

Table 46: Canadian Historic Review for Business Process

Outsourcing by End-Use Sector - Manufacturing,

Telecommunications & Technology, Banking, Insurance &

Finance Services, Retail, and Other Markets Independently

Analyzed with Annual Spending Figures in US$ Million for

Years 2006 through 2012 (includes corresponding Graph/Chart) III-28

 

Table 47: Canadian 15-Year Perspective for Business Process

Outsourcing by End-Use Sector - Percentage Breakdown of

Spending for Manufacturing, Telecommunications & Technology,

Banking, Insurance & Finance Services, Retail, and Other

Markets for Years 2006, 2014 and 2020 (includes

corresponding Graph/Chart) III-29

 

3. JAPAN III-30

A.Market Analysis III-30

Current & Future Analysis III-30

Strategic Corporate Development III-30

B.Market Analytics III-31

Table 48: Japanese Recent Past, Current and Future Analysis

for Business Process Outsourcing by Horizontal Segment -

Finance & Accounting, Customer Services, HR, KPO, and

Procurement Markets Independently Analyzed with Annual

Spending Figures in US$ Million for Years 2013 through 2020

(includes corresponding Graph/Chart) III-31

 

Table 49: Japanese Historic Review for Business Process

Outsourcing by Horizontal Segment - Finance & Accounting,

Customer Services, HR, KPO, and Procurement Markets

Independently Analyzed with Annual Spending Figures in US$

Million for Years 2006 through 2012 (includes corresponding

Graph/Chart) III-32

 

Table 50: Japanese 15-Year Perspective for Business Process

Outsourcing by Horizontal Segment - Percentage Breakdown of

Spending for Finance & Accounting, Customer Services, HR,

KPO, and Procurement Markets for Years 2006, 2014 and 2020

(includes corresponding Graph/Chart) III-33

 

Table 51: Japanese Recent Past, Current and Future Analysis

for Business Process Outsourcing by End-Use Sector -

Manufacturing, Telecommunications & Technology, Banking,

Insurance & Finance Services, Retail, and Other Markets

Independently Analyzed with Annual Spending Figures in US$

Million for Years 2013 through 2020 (includes corresponding

Graph/Chart) III-34

 

Table 52: Japanese Historic Review for Business Process

Outsourcing by End-Use Sector - Manufacturing,

Telecommunications & Technology, Banking, Insurance &

Finance Services, Retail, and Other Markets Independently

Analyzed with Annual Spending Figures in US$ Million for

Years 2006 through 2012 (includes corresponding Graph/Chart) III-35

 

Table 53: Japanese 15-Year Perspective for Business Process

Outsourcing by End-Use Sector - Percentage Breakdown of

Spending for Manufacturing, Telecommunications & Technology,

Banking, Insurance & Finance Services, Retail, and Other

Markets for Years 2006, 2014 and 2020 (includes

corresponding Graph/Chart) III-36

 

4. EUROPE III-37

A.Market Analysis III-37

Outlook III-37

Market Snapshots III-37

Western Europe BPO Market III-37

Continental Europe Warms Up to BPO III-38

Service Launch III-38

Strategic Corporate Development III-38

B.Market Analytics III-39

Table 54: European Recent Past, Current and Future Analysis

for Business Process Outsourcing by Geographic Region -

France, Germany, Italy, UK, Spain, Russia and Rest of Europe

Markets Independently Analyzed with Annual Spending Figures

in US$ Million for Years 2013 through 2020 (includes

corresponding Graph/Chart) III-39

 

Table 55: European Historic Review for Business Process

Outsourcing by Geographic Region - France, Germany, Italy,

UK, Spain, Russia and Rest of Europe Markets Independently

Analyzed with Annual Spending Figures in US$ Million for

Years 2006 through 2012 (includes corresponding Graph/Chart) III-40

 

Table 56: European 15-Year Perspective for Business Process

Outsourcing by Geographic Region - Percentage Breakdown of

Spending for France, Germany, Italy, UK, Spain, Russia and

Rest of Europe Markets for Years 2006, 2014 and 2020

(includes corresponding Graph/Chart) III-41

 

Table 57: European Recent Past, Current and Future Analysis

for Business Process Outsourcing by Horizontal Segment -

Finance & Accounting, Customer Services, HR, KPO, and

Procurement Markets Independently Analyzed with Annual

Spending Figures in US$ Million for Years 2013 through 2020

(includes corresponding Graph/Chart) III-42

 

Table 58: European Historic Review for Business Process

Outsourcing by Horizontal Segment - Finance & Accounting,

Customer Services, HR, KPO, and Procurement Markets

Independently Analyzed with Annual Spending Figures in US$

Million for Years 2006 through 2012 (includes corresponding

Graph/Chart) III-43

 

Table 59: European 15-Year Perspective for Business Process

Outsourcing by Horizontal Segment - Percentage Breakdown of

Spending for Finance & Accounting, Customer Services, HR,

KPO, and Procurement Markets for Years 2006, 2014 and 2020

(includes corresponding Graph/Chart) III-44

 

Table 60: European Recent Past, Current and Future Analysis

for Business Process Outsourcing by End-Use Sector -

Manufacturing, Telecommunications & Technology, Banking,

Insurance & Finance Services, Retail, and Other Markets

Independently Analyzed with Annual Spending Figures in US$

Million for Years 2013 through 2020 (includes corresponding

Graph/Chart) III-45

 

Table 61: European Historic Review for Business Process

Outsourcing by End-Use Sector - Manufacturing,

Telecommunications & Technology, Banking, Insurance &

Finance Services, Retail, and Other Markets Independently

Analyzed with Annual Spending Figures in US$ Million for

Years 2006 through 2012 (includes corresponding Graph/Chart) III-46

 

Table 62: European 15-Year Perspective for Business Process

Outsourcing by End-Use Sector - Percentage Breakdown of

Spending for Manufacturing, Telecommunications & Technology,

Banking, Insurance & Finance Services, Retail, and Other

Markets for Years 2006, 2014 and 2020 (includes

corresponding Graph/Chart) III-47

 

4a. FRANCE III-48

A.Market Analysis III-48

Outlook III-48

Key Players III-48

B.Market Analytics III-49

Table 63: French Recent Past, Current and Future Analysis

for Business Process Outsourcing by Horizontal Segment -

Finance & Accounting, Customer Services, HR, KPO, and

Procurement Markets Independently Analyzed with Annual

Spending Figures in US$ Million for Years 2013 through 2020

(includes corresponding Graph/Chart) III-49

 

Table 64: French Historic Review for Business Process

Outsourcing by Horizontal Segment - Finance & Accounting,

Customer Services, HR, KPO, and Procurement Markets

Independently Analyzed with Annual Spending Figures in US$

Million for Years 2006 through 2012 (includes corresponding

Graph/Chart) III-50

 

Table 65: French 15-Year Perspective for Business Process

Outsourcing by Horizontal Segment - Percentage Breakdown of

Spending for Finance & Accounting, Customer Services, HR,

KPO, and Procurement Markets for Years 2006, 2014 and 2020

(includes corresponding Graph/Chart) III-51

 

Table 66: French Recent Past, Current and Future Analysis

for Business Process Outsourcing by End-Use Sector -

Manufacturing, Telecommunications & Technology, Banking,

Insurance & Finance Services, Retail, and Other Markets

Independently Analyzed with Annual Spending Figures in US$

Million for Years 2013 through 2020 (includes corresponding

Graph/Chart) III-52

 

Table 67: French Historic Review for Business Process

Outsourcing by End-Use Sector - Manufacturing,

Telecommunications & Technology, Banking, Insurance &

Finance Services, Retail, and Other Markets Independently

Analyzed with Annual Spending Figures in US$ Million for

Years 2006 through 2012 (includes corresponding Graph/Chart) III-53

 

Table 68: French 15-Year Perspective for Business Process

Outsourcing by End-Use Sector - Percentage Breakdown of

Spending for Manufacturing, Telecommunications & Technology,

Banking, Insurance & Finance Services, Retail, and Other

Markets for Years 2006, 2014 and 2020 (includes

corresponding Graph/Chart) III-54

 

4b. GERMANY III-55

A.Market Analysis III-55

Outlook III-55

A Leading European BPO Market III-55

Advantages of Germany as an outsourcing location III-55

Strategic Corporate Development III-56

B.Market Analytics III-57

Table 69: German Recent Past, Current and Future Analysis

for Business Process Outsourcing by Horizontal Segment -

Finance & Accounting, Customer Services, HR, KPO, and

Procurement Markets Independently Analyzed with Annual

Spending Figures in US$ Million for Years 2013 through 2020

(includes corresponding Graph/Chart) III-57

 

Table 70: German Historic Review for Business Process

Outsourcing by Horizontal Segment - Finance & Accounting,

Customer Services, HR, KPO, and Procurement Markets

Independently Analyzed with Annual Spending Figures in US$

Million for Years 2006 through 2012 (includes corresponding

Graph/Chart) III-58

 

Table 71: German 15-Year Perspective for Business Process

Outsourcing by Horizontal Segment - Percentage Breakdown of

Spending for Finance & Accounting, Customer Services, HR,

KPO, and Procurement Markets for Years 2006, 2014 and 2020

(includes corresponding Graph/Chart) III-59

 

Table 72: German Recent Past, Current and Future Analysis

for Business Process Outsourcing by End-Use Sector -

Manufacturing, Telecommunications & Technology, Banking,

Insurance & Finance Services, Retail, and Other Markets

Independently Analyzed with Annual Spending Figures in US$

Million for Years 2013 through 2020 (includes corresponding

Graph/Chart) III-60

 

Table 73: German Historic Review for Business Process

Outsourcing by End-Use Sector - Manufacturing,

Telecommunications & Technology, Banking, Insurance &

Finance Services, Retail, and Other Markets Independently

Analyzed with Annual Spending Figures in US$ Million for

Years 2006 through 2012 (includes corresponding Graph/Chart) III-61

 

Table 74: German 15-Year Perspective for Business Process

Outsourcing by End-Use Sector - Percentage Breakdown of

Spending for Manufacturing, Telecommunications & Technology,

Banking, Insurance & Finance Services, Retail, and Other

Markets for Years 2006, 2014 and 2020 (includes

corresponding Graph/Chart) III-62

 

4c. ITALY III-63

A.Market Analysis III-63

Outlook III-63

Financial Services Outsourcing in Italy: An Overview III-63

Strategic Corporate Development III-63

B.Market Analytics III-64

Table 75: Italian Recent Past, Current and Future Analysis

for Business Process Outsourcing by Horizontal Segment -

Finance & Accounting, Customer Services, HR, KPO, and

Procurement Markets Independently Analyzed with Annual

Spending Figures in US$ Million for Years 2013 through 2020

(includes corresponding Graph/Chart) III-64

 

Table 76: Italian Historic Review for Business Process

Outsourcing by Horizontal Segment - Finance & Accounting,

Customer Services, HR, KPO, and Procurement Markets

Independently Analyzed with Annual Spending Figures in US$

Million for Years 2006 through 2012 (includes corresponding

Graph/Chart) III-65

 

Table 77: Italian 15-Year Perspective for Business Process

Outsourcing by Horizontal Segment - Percentage Breakdown of

Spending for Finance & Accounting, Customer Services, HR,

KPO, and Procurement Markets for Years 2006, 2014 and 2020

(includes corresponding Graph/Chart) III-66

 

Table 78: Italian Recent Past, Current and Future Analysis

for Business Process Outsourcing by End-Use Sector -

Manufacturing, Telecommunications & Technology, Banking,

Insurance & Finance Services, Retail, and Other Markets

Independently Analyzed with Annual Spending Figures in US$

Million for Years 2013 through 2020 (includes corresponding

Graph/Chart) III-67

 

Table 79: Italian Historic Review for Business Process

Outsourcing by End-Use Sector - Manufacturing,

Telecommun

 

 

To order this report: Global Business Process Outsourcing (BPO) Market

http://www.reportlinker.com/p0459160/Global-Business-Process-Outsourcing-BPO-Market.html

__________________________

Contact Clare: clare@reportlinker.com
US:(339) 368 6001
Intl:+1 339 368 6001

 

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