UK Market Trends: business process outsourcing

Published by: Ovum Plc

Published: Jan. 29, 2009 - 13 Pages

Table of Contents

Key messages and recommendations

BPO is tough and getting tougher

Lower visibility of business volumes

Vendors more risk averse

Transition cost conundrum

Partnerships are a real solution

More choice, but not always for the better

Manage variability and be flexible

Smaller deals are the low-hanging fruit

Demand-side trends

Slowing demand reduces growth

The ‘credit crunch pause’

Public sector growth slowing

Increased maturity and expertise in the market

A wave of contract renewals in 2009…

…and under more scrutiny than ever

Economic volatility changes investment dynamics

Risk/reward deals at risk

Focus on cost variability

Clients driving more competition

Multi-sourcing and best-of-breed re-emerge

Smaller deals more popular

Business benefits rather than price cuts

Supply-side trends

Vendor shakeout continues

M&A activity remains vibrant

Resurgence in new offshore vendors

British is best?

Balancing their business

Vendors’ increasing IT involvement

Quick wins

Reducing risk and realising benefits

Leveraging offshore through KPO

Business outcomes through business intelligence

Market forecasts

Business process outsourcing (BPO)

UK BPO contract activity

Definitions

Defining the market

List of Tables

Table 1: UK business process outsourcing market size and growth: data

Table 2: UK S/ITS-related BPO deals announced as over £100 million in value in 2008

List of Figures

Figure 1: UK business process outsourcing market size and growth

Abstract

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