The Business Process Outsourcing Services industry fared well over the five years to 2017, supported by an improving economy and rising revenue in the human resource, finance and accounting, customer relations management and insurance sectors, which provide a large portion of BPO business. Additionally, rising wages and increased operating costs associated with the passage of Patient Protection and Affordable Care Act (PPACA) helped drive employers to BPO companies as a method of cost control. In the next five years, minimum wages at the state level will continue to rise. Moreover, the healthcare sector will encounter an upsurge in costs due to the continued aging of the population. However, there remains significant uncertainty regarding health insurance coverage rates given the stated intentions of the incoming presidential administration and congressional leaders to repeal the PPACA.
Operators in this industry provide third-party outsourcing services on a contract basis. Clients can outsource specific operations and business functions, including both back and front office tasks, to companies in this industry.
This report covers the scope, size, disposition and growth of the industry including the key sensitivities and success factors. Also included are five year industry forecasts, growth rates and an analysis of the industry key players and their market shares.