BPO Services Retail Global Industry Almanac - Market Summary, Competitive Analysis and Forecast to 2025

BPO Services Retail Global Industry Almanac - Market Summary, Competitive Analysis and Forecast to 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 center 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.
- All market data and forecasts are represented in nominal terms (i.e., without adjustment for inflation) and all currency conversions used in the creation of this report have been calculated using constant 2020 annual average exchange rates.
- Forecast figures presented in this report are calculated using crisis scenarios for the market. The length of the pandemic and restrictions introduced by various countries are still difficult to predict. Many governments had introduced the national lockdowns and temporarily banned sales of products that are deemed "non-essential". As the length of the pandemic and its impact on this market is not certain, the data used in this report has been modeled taking forecast impacts on national economics into consideration.
- The global BPO services market had total revenue of $317.3bn in 2020, representing a compound annual growth rate (CAGR) of 1.6% between 2016 and 2020.
- The Vertical-specific BPO segment was the markets most lucrative in 2020, with total revenue of $79.9bn, equivalent to 25.2% of the markets overall value.
- The largest BPO service markets globally are the United States, Asia-Pacific, and Europe with 25%, 39.9% and 24.8% of the market value.

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
3.6. Macroeconomic Indicators
4 BPO Services in Asia-Pacific
4.1. Market Overview
4.2. Market Data
4.3. Market Segmentation
4.4. Market outlook
4.5. Five forces analysis
5 BPO Services in Europe
5.1. Market Overview
5.2. Market Data
5.3. Market Segmentation
5.4. Market outlook
5.5. Five forces analysis
5.6. Macroeconomic Indicators
6 BPO Services in France
6.1. Market Overview
6.2. Market Data
6.3. Market Segmentation
6.4. Market outlook
6.5. Five forces analysis
6.6. Macroeconomic Indicators
7 BPO Services in Germany
7.1. Market Overview
7.2. Market Data
7.3. Market Segmentation
7.4. Market outlook
7.5. Five forces analysis
7.6. Macroeconomic Indicators
8 BPO Services in Australia
8.1. Market Overview
8.2. Market Data
8.3. Market Segmentation
8.4. Market outlook
8.5. Five forces analysis
8.6. Macroeconomic Indicators
9 BPO Services in Brazil
9.1. Market Overview
9.2. Market Data
9.3. Market Segmentation
9.4. Market outlook
9.5. Five forces analysis
9.6. Macroeconomic Indicators
10 BPO Services in Canada
10.1. Market Overview
10.2. Market Data
10.3. Market Segmentation
10.4. Market outlook
10.5. Five forces analysis
10.6. Macroeconomic Indicators
11 BPO Services in China
11.1. Market Overview
11.2. Market Data
11.3. Market Segmentation
11.4. Market outlook
11.5. Five forces analysis
11.6. Macroeconomic Indicators
12 BPO Services in India
12.1. Market Overview
12.2. Market Data
12.3. Market Segmentation
12.4. Market outlook
12.5. Five forces analysis
12.6. Macroeconomic Indicators
13 BPO Services in Indonesia
13.1. Market Overview
13.2. Market Data
13.3. Market Segmentation
13.4. Market outlook
13.5. Five forces analysis
13.6. Macroeconomic Indicators
14 BPO Services in Italy
14.1. Market Overview
14.2. Market Data
14.3. Market Segmentation
14.4. Market outlook
14.5. Five forces analysis
14.6. Macroeconomic Indicators
15 BPO Services in Japan
15.1. Market Overview
15.2. Market Data
15.3. Market Segmentation
15.4. Market outlook
15.5. Five forces analysis
15.6. Macroeconomic Indicators
16 BPO Services in Mexico
16.1. Market Overview
16.2. Market Data
16.3. Market Segmentation
16.4. Market outlook
16.5. Five forces analysis
16.6. Macroeconomic Indicators
17 BPO Services in The Netherlands
17.1. Market Overview
17.2. Market Data
17.3. Market Segmentation
17.4. Market outlook
17.5. Five forces analysis
17.6. Macroeconomic Indicators
18 BPO Services in North America
18.1. Market Overview
18.2. Market Data
18.3. Market Segmentation
18.4. Market outlook
18.5. Five forces analysis
19 BPO Services in Russia
19.1. Market Overview
19.2. Market Data
19.3. Market Segmentation
19.4. Market outlook
19.5. Five forces analysis
19.6. Macroeconomic Indicators
20 BPO Services in Scandinavia
20.1. Market Overview
20.2. Market Data
20.3. Market Segmentation
20.4. Market outlook
20.5. Five forces analysis
21 BPO Services in Singapore
21.1. Market Overview
21.2. Market Data
21.3. Market Segmentation
21.4. Market outlook
21.5. Five forces analysis
21.6. Macroeconomic Indicators
22 BPO Services in South Africa
22.1. Market Overview
22.2. Market Data
22.3. Market Segmentation
22.4. Market outlook
22.5. Five forces analysis
22.6. Macroeconomic Indicators
23 BPO Services in South Korea
23.1. Market Overview
23.2. Market Data
23.3. Market Segmentation
23.4. Market outlook
23.5. Five forces analysis
23.6. Macroeconomic Indicators
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
24.6. Macroeconomic Indicators
25 BPO Services in Turkey
25.1. Market Overview
25.2. Market Data
25.3. Market Segmentation
25.4. Market outlook
25.5. Five forces analysis
25.6. Macroeconomic Indicators
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
26.6. Macroeconomic Indicators
27 BPO Services in The United States
27.1. Market Overview
27.2. Market Data
27.3. Market Segmentation
27.4. Market outlook
27.5. Five forces analysis
27.6. Macroeconomic Indicators
28 Company Profiles
28.1. Bertelsmann SE & Co. KGaA
28.2. CGI Group Inc.
28.3. TMF Group B.V.
28.4. Teleperformance SE
28.5. HCL Technologies Limited
28.6. NCR Corp
28.7. Accenture plc
28.8. BDO Unicon AO
28.9. Sutherland Global Services Inc
28.10. Wipro Ltd
28.11. Genpact Ltd
28.12. Indra Sistemas, S.A.
28.13. Atento S.A.
28.14. ISS AS
28.15. TTEC Holdings Inc.
28.16. Capgemini SE
28.17. Capita plc
28.18. Infosys Limited
28.19. Cognizant Technology Solutions Corp
28.20. SYNNEX Corporation
29 Appendix
29.1. Methodology
29.2. About MarketLine

List Of Tables


Table 1: Global bpo services market value: $ billion, 2016-20
Table 2: Global bpo services market category segmentation: $ billion, 2020
Table 3: Global bpo services market geography segmentation: $ billion, 2020
Table 4: Global bpo services market value forecast: $ billion, 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, 2016-20
Table 11: Asia-Pacific bpo services market value: $ billion, 2016-20
Table 12: Asia-Pacific bpo services market category segmentation: $ billion, 2020
Table 13: Asia-Pacific bpo services market geography segmentation: $ billion, 2020
Table 14: Asia-Pacific bpo services market value forecast: $ billion, 2020-25
Table 15: Europe bpo services market value: $ billion, 2016-20
Table 16: Europe bpo services market category segmentation: $ billion, 2020
Table 17: Europe bpo services market geography segmentation: $ billion, 2020
Table 18: Europe bpo services market value forecast: $ billion, 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, 2016-20
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, 2016-20
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, 2016-20
Table 45: Australia bpo services market value: $ million, 2016-20
Table 46: Australia bpo services market category segmentation: $ million, 2020
Table 47: Australia bpo services market geography segmentation: $ million, 2020
Table 48: Australia bpo services market value forecast: $ million, 2020-25
Table 49: Australia size of population (million), 2016-20
Table 50: Australia gdp (constant 2005 prices, $ billion), 2016-20
Table 51: Australia gdp (current prices, $ billion), 2016-20
Table 52: Australia inflation, 2016-20
Table 53: Australia consumer price index (absolute), 2016-20
Table 54: Australia exchange rate, 2016-20
Table 55: Brazil bpo services market value: $ million, 2016-20
Table 56: Brazil bpo services market category segmentation: $ million, 2020
Table 57: Brazil bpo services market geography segmentation: $ million, 2020
Table 58: Brazil bpo services market value forecast: $ million, 2020-25
Table 59: Brazil size of population (million), 2016-20
Table 60: Brazil gdp (constant 2005 prices, $ billion), 2016-20
Table 61: Brazil gdp (current prices, $ billion), 2016-20
Table 62: Brazil inflation, 2016-20
Table 63: Brazil consumer price index (absolute), 2016-20
Table 64: Brazil exchange rate, 2016-20
Table 65: Canada bpo services market value: $ million, 2016-20
Table 66: Canada bpo services market category segmentation: $ million, 2020
Table 67: Canada bpo services market geography segmentation: $ million, 2020
Table 68: Canada bpo services market value forecast: $ million, 2020-25
Table 69: Canada size of population (million), 2016-20
Table 70: Canada gdp (constant 2005 prices, $ billion), 2016-20

List Of Figures


Figure 1: Global bpo services market value: $ billion, 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: $ billion, 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: $ billion, 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: $ billion, 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: $ billion, 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: $ billion, 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
Figure 51: Australia bpo services market value: $ million, 2016-20
Figure 52: Australia bpo services market category segmentation: % share, by value, 2020
Figure 53: Australia bpo services market geography segmentation: % share, by value, 2020
Figure 54: Australia bpo services market value forecast: $ million, 2020-25
Figure 55: Forces driving competition in the bpo services market in Australia, 2020
Figure 56: Drivers of buyer power in the bpo services market in Australia, 2020
Figure 57: Drivers of supplier power in the bpo services market in Australia, 2020
Figure 58: Factors influencing the likelihood of new entrants in the bpo services market in Australia, 2020
Figure 59: Factors influencing the threat of substitutes in the bpo services market in Australia, 2020
Figure 60: Drivers of degree of rivalry in the bpo services market in Australia, 2020
Figure 61: Brazil bpo services market value: $ million, 2016-20
Figure 62: Brazil bpo services market category segmentation: % share, by value, 2020
Figure 63: Brazil bpo services market geography segmentation: % share, by value, 2020
Figure 64: Brazil bpo services market value forecast: $ million, 2020-25
Figure 65: Forces driving competition in the bpo services market in Brazil, 2020
Figure 66: Drivers of buyer power in the bpo services market in Brazil, 2020
Figure 67: Drivers of supplier power in the bpo services market in Brazil, 2020

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