BPO Services Global Industry Guide 2016-2025

BPO Services Global Industry Guide 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 lock downs 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 markets most lucrative in 2020, with total revenues of $81.5bn, equivalent to 30.6% of the markets 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?
  

 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 Italy
 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 Japan
 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 Australia
 
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 Canada
 
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 China
 
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 The Netherlands
 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 Spain
 
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 The United Kingdom
 
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 The United States
 
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. Company Profiles
 
30.1. Bertelsmann SE & Co. KGaA
 30.2. Teleperformance SE
 30.3. TMF Group Holding B.V.
 30.4. NCR Corp
 30.5. CGI Group Inc.
 30.6. HCL Technologies Limited
 30.7. ISS AS
 30.8. Indra Sistemas, S.A.
 30.9. Atento S.A.
 30.10. Capgemini SE
 30.11. Capita plc
 30.12. Accenture plc
 30.13. Infosys Limited
 30.14. Cognizant Technology Solutions Corp
 30.15. SYNNEX Corporation
 31. Appendix
 31.1. Methodology
 31.2. About MarketLine


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: Italy bpo services market value: $ million, 2016-20
 Table 46: Italy bpo services market category segmentation: $ million, 2020
 Table 47: Italy bpo services market geography segmentation: $ million, 2020
 Table 48: Italy bpo services market value forecast: $ million, 2020-25
 Table 49: Italy size of population (million), 2016-20
 Table 50: Italy 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

Bertelsmann SE & Co. KGaA
Teleperformance SE
TMF Group Holding B.V.
NCR Corp
CGI Group Inc.
HCL Technologies Limited
ISS AS
Indra Sistemas, S.A.
Atento S.A.
Capgemini SE
Capita plc
Accenture plc
Infosys Limited
Cognizant Technology Solutions Corp
SYNNEX Corporation


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