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BPO Services Global Industry Guide 2013-2022

Published By :

MarketLine

Published Date : May 2018

Category :

Human Resources

No. of Pages : 274 Pages

BPO Services Global Industry Guide 2013-2022

Summary

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?
Table of Contents
EXECUTIVE SUMMARY 2
Market value 2
Market value forecast 2
Category segmentation 2
Geography segmentation 2
Introduction 21
What is this report about? 21
Who is the target reader? 21
How to use this report 21
Definitions 21
Global BPO Services 22
Market Overview 22
Market Data 23
Market Segmentation 24
Market outlook 26
Five forces analysis 27
BPO Services in Asia-Pacific 34
Market Overview 34
Market Data 35
Market Segmentation 36
Market outlook 38
Five forces analysis 39
BPO Services in Europe 46
Market Overview 46
Market Data 47
Market Segmentation 48
Market outlook 50
Five forces analysis 51
BPO Services in France 58
Market Overview 58
Market Data 59
Market Segmentation 60
Market outlook 62
Five forces analysis 63
Macroeconomic indicators 69
BPO Services in Germany 71
Market Overview 71
Market Data 72
Market Segmentation 73
Market outlook 75
Five forces analysis 76
Macroeconomic indicators 83
BPO Services in Italy 85
Market Overview 85
Market Data 86
Market Segmentation 87
Market outlook 89
Five forces analysis 90
Macroeconomic indicators 96
BPO Services in Japan 98
Market Overview 98
Market Data 99
Market Segmentation 100
Market outlook 102
Five forces analysis 103
Macroeconomic indicators 109
BPO Services in Australia 111
Market Overview 111
Market Data 112
Market Segmentation 113
Market outlook 115
Five forces analysis 116
Macroeconomic indicators 122
BPO Services in Canada 124
Market Overview 124
Market Data 125
Market Segmentation 126
Market outlook 128
Five forces analysis 129
Macroeconomic indicators 135
BPO Services in China 137
Market Overview 137
Market Data 138
Market Segmentation 139
Market outlook 141
Five forces analysis 142
Macroeconomic indicators 149
BPO Services in The Netherlands 151
Market Overview 151
Market Data 152
Market Segmentation 153
Market outlook 155
Five forces analysis 156
Macroeconomic indicators 162
BPO Services in Spain 164
Market Overview 164
Market Data 165
Market Segmentation 166
Market outlook 168
Five forces analysis 169
Macroeconomic indicators 176
BPO Services in The United Kingdom 178
Market Overview 178
Market Data 179
Market Segmentation 180
Market outlook 182
Five forces analysis 183
Macroeconomic indicators 189
BPO Services in The United States 191
Market Overview 191
Market Data 192
Market Segmentation 193
Market outlook 195
Five forces analysis 196
Macroeconomic indicators 202
Company Profiles 204
Leading Companies 204
Appendix 272
Methodology 272
About MarketLine 273

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: Italy BPO services market value: $ million, 2013-17
Table 34: Italy BPO services market category segmentation: $ million, 2017
Table 35: Italy BPO services market geography segmentation: $ million, 2017
Table 36: Italy BPO services market value forecast: $ million, 2017-22
Table 37: Italy size of population (million), 2013-17
Table 38: Italy gdp (constant 2005 prices, $ billion), 2013-17
Table 39: Italy gdp (current prices, $ billion), 2013-17
Table 40: Italy inflation, 2013-17
Table 41: Italy consumer price index (absolute), 2013-17
Table 42: Italy exchange rate, 2013-17
Table 43: Japan BPO services market value: $ million, 2013-17
Table 44: Japan BPO services market category segmentation: $ million, 2017
Table 45: Japan BPO services market geography segmentation: $ million, 2017
Table 46: Japan BPO services market value forecast: $ million, 2017-22
Table 47: Japan size of population (million), 2013-17
Table 48: Japan gdp (constant 2005 prices, $ billion), 2013-17
Table 49: Japan gdp (current prices, $ billion), 2013-17
Table 50: Japan inflation, 2013-17
Table 51: Japan consumer price index (absolute), 2013-17
Table 52: Japan exchange rate, 2013-17
Table 53: Australia BPO services market value: $ million, 2013-17
Table 54: Australia BPO services market category segmentation: $ million, 2017
Table 55: Australia BPO services market geography segmentation: $ million, 2017
Table 56: Australia BPO services market value forecast: $ million, 2017-22
Table 57: Australia size of population (million), 2013-17
Table 58: Australia gdp (constant 2005 prices, $ billion), 2013-17
Table 59: Australia gdp (current prices, $ billion), 2013-17
Table 60: Australia inflation, 2013-17
Table 61: Australia consumer price index (absolute), 2013-17
Table 62: Australia exchange rate, 2013-17
Table 63: Canada BPO services market value: $ million, 2013-17
Table 64: Canada BPO services market category segmentation: $ million, 2017
Table 65: Canada BPO services market geography segmentation: $ million, 2017
Table 66: Canada BPO services market value forecast: $ million, 2017-22
Table 67: Canada size of population (million), 2013-17
Table 68: Canada gdp (constant 2005 prices, $ billion), 2013-17
Table 69: Canada gdp (current prices, $ billion), 2013-17
Table 70: Canada inflation, 2013-17

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: Italy BPO services market value: $ million, 2013-17
Figure 52: Italy BPO services market category segmentation: % share, by value, 2017
Figure 53: Italy BPO services market geography segmentation: % share, by value, 2017
Figure 54: Italy BPO services market value forecast: $ million, 2017-22
Figure 55: Forces driving competition in the BPO services market in Italy, 2017
Figure 56: Drivers of buyer power in the BPO services market in Italy, 2017
Figure 57: Drivers of supplier power in the BPO services market in Italy, 2017
Figure 58: Factors influencing the likelihood of new entrants in the BPO services market in Italy, 2017
Figure 59: Factors influencing the threat of substitutes in the BPO services market in Italy, 2017
Figure 60: Drivers of degree of rivalry in the BPO services market in Italy, 2017
Figure 61: Japan BPO services market value: $ million, 2013-17
Figure 62: Japan BPO services market category segmentation: % share, by value, 2017
Figure 63: Japan BPO services market geography segmentation: % share, by value, 2017
Figure 64: Japan BPO services market value forecast: $ million, 2017-22
Figure 65: Forces driving competition in the BPO services market in Japan, 2017
Figure 66: Drivers of buyer power in the BPO services market in Japan, 2017
Figure 67: Drivers of supplier power in the BPO services market in Japan, 2017
Figure 68: Factors influencing the likelihood of new entrants in the BPO services market in Japan, 2017
Figure 69: Factors influencing the threat of substitutes in the BPO services market in Japan, 2017
Figure 70: Drivers of degree of rivalry in the BPO services market in Japan, 2017

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