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BPO Services Global Industry Almanac 2013-2022

BPO Services Global Industry Almanac 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?


EXECUTIVE SUMMARY
Market value
Market value forecast
Category segmentation
Geography segmentation
Introduction
What is this report about?
Who is the target reader?
How to use this report
Definitions
Global BPO Services
Market Overview
Market Data
Market Segmentation
Market outlook
Five forces analysis
BPO Services in Asia-Pacific
Market Overview
Market Data
Market Segmentation
Market outlook
Five forces analysis
BPO Services in Europe
Market Overview
Market Data
Market Segmentation
Market outlook
Five forces analysis
BPO Services in France
Market Overview
Market Data
Market Segmentation
Market outlook
Five forces analysis
Macroeconomic indicators
BPO Services in Germany
Market Overview
Market Data
Market Segmentation
Market outlook
Five forces analysis
Macroeconomic indicators
BPO Services in Australia
Market Overview
Market Data
Market Segmentation
Market outlook
Five forces analysis
Macroeconomic indicators
BPO Services in Brazil
Market Overview
Market Data
Market Segmentation
Market outlook
Five forces analysis
Macroeconomic indicators
BPO Services in Canada
Market Overview
Market Data
Market Segmentation
Market outlook
Five forces analysis
Macroeconomic indicators
BPO Services in China
Market Overview
Market Data
Market Segmentation
Market outlook
Five forces analysis
Macroeconomic indicators
BPO Services in India
Market Overview
Market Data
Market Segmentation
Market outlook
Five forces analysis
Macroeconomic indicators
BPO Services in Indonesia
Market Overview
Market Data
Market Segmentation
Market outlook
Five forces analysis
Macroeconomic indicators
BPO Services in Italy
Market Overview
Market Data
Market Segmentation
Market outlook
Five forces analysis
Macroeconomic indicators
BPO Services in Japan
Market Overview
Market Data
Market Segmentation
Market outlook
Five forces analysis
Macroeconomic indicators
BPO Services in Mexico
Market Overview
Market Data
Market Segmentation
Market outlook
Five forces analysis
Macroeconomic indicators
BPO Services in The Netherlands
Market Overview
Market Data
Market Segmentation
Market outlook
Five forces analysis
Macroeconomic indicators
BPO Services in North America
Market Overview
Market Data
Market Segmentation
Market outlook
Five forces analysis
BPO Services in Russia
Market Overview
Market Data
Market Segmentation
Market outlook
Five forces analysis
Macroeconomic indicators
BPO Services in Scandinavia
Market Overview
Market Data
Market Segmentation
Market outlook
Five forces analysis
BPO Services in Singapore
Market Overview
Market Data
Market Segmentation
Market outlook
Five forces analysis
Macroeconomic indicators
BPO Services in South Africa
Market Overview
Market Data
Market Segmentation
Market outlook
Five forces analysis
Macroeconomic indicators
BPO Services in South Korea
Market Overview
Market Data
Market Segmentation
Market outlook
Five forces analysis
Macroeconomic indicators
BPO Services in Spain
Market Overview
Market Data
Market Segmentation
Market outlook
Five forces analysis
Macroeconomic indicators
BPO Services in Turkey
Market Overview
Market Data
Market Segmentation
Market outlook
Five forces analysis
Macroeconomic indicators
BPO Services in The United Kingdom
Market Overview
Market Data
Market Segmentation
Market outlook
Five forces analysis
Macroeconomic indicators
BPO Services in The United States
Market Overview
Market Data
Market Segmentation
Market outlook
Five forces analysis
Macroeconomic indicators
Company Profiles
Leading Companies
Appendix
Methodology
About MarketLine
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: Australia BPO services market value: $ million, 2013-17
Table 34: Australia BPO services market category segmentation: $ million, 2017
Table 35: Australia BPO services market geography segmentation: $ million, 2017
Table 36: Australia BPO services market value forecast: $ million, 2017-22
Table 37: Australia size of population (million), 2013-17
Table 38: Australia gdp (constant 2005 prices, $ billion), 2013-17
Table 39: Australia gdp (current prices, $ billion), 2013-17
Table 40: Australia inflation, 2013-17
Table 41: Australia consumer price index (absolute), 2013-17
Table 42: Australia exchange rate, 2013-17
Table 43: Brazil BPO services market value: $ million, 2013-17
Table 44: Brazil BPO services market category segmentation: $ million, 2017
Table 45: Brazil BPO services market geography segmentation: $ million, 2017
Table 46: Brazil BPO services market value forecast: $ million, 2017-22
Table 47: Brazil size of population (million), 2013-17
Table 48: Brazil gdp (constant 2005 prices, $ billion), 2013-17
Table 49: Brazil gdp (current prices, $ billion), 2013-17
Table 50: Brazil inflation, 2013-17
Table 51: Brazil consumer price index (absolute), 2013-17
Table 52: Brazil exchange rate, 2013-17
Table 53: Canada BPO services market value: $ million, 2013-17
Table 54: Canada BPO services market category segmentation: $ million, 2017
Table 55: Canada BPO services market geography segmentation: $ million, 2017
Table 56: Canada BPO services market value forecast: $ million, 2017-22
Table 57: Canada size of population (million), 2013-17
Table 58: Canada gdp (constant 2005 prices, $ billion), 2013-17
Table 59: Canada gdp (current prices, $ billion), 2013-17
Table 60: Canada inflation, 2013-17
Table 61: Canada consumer price index (absolute), 2013-17
Table 62: Canada exchange rate, 2013-17
Table 63: China BPO services market value: $ million, 2013-17
Table 64: China BPO services market category segmentation: $ million, 2017
Table 65: China BPO services market geography segmentation: $ million, 2017
Table 66: China BPO services market value forecast: $ million, 2017-22
Table 67: China size of population (million), 2013-17
Table 68: China gdp (constant 2005 prices, $ billion), 2013-17
Table 69: China gdp (current prices, $ billion), 2013-17
Table 70: China 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: Australia BPO services market value: $ million, 2013-17
Figure 52: Australia BPO services market category segmentation: % share, by value, 2017
Figure 53: Australia BPO services market geography segmentation: % share, by value, 2017
Figure 54: Australia BPO services market value forecast: $ million, 2017-22
Figure 55: Forces driving competition in the BPO services market in Australia, 2017
Figure 56: Drivers of buyer power in the BPO services market in Australia, 2017
Figure 57: Drivers of supplier power in the BPO services market in Australia, 2017
Figure 58: Factors influencing the likelihood of new entrants in the BPO services market in Australia, 2017
Figure 59: Factors influencing the threat of substitutes in the BPO services market in Australia, 2017
Figure 60: Drivers of degree of rivalry in the BPO services market in Australia, 2017
Figure 61: Brazil BPO services market value: $ million, 2013-17
Figure 62: Brazil BPO services market category segmentation: % share, by value, 2017
Figure 63: Brazil BPO services market geography segmentation: % share, by value, 2017
Figure 64: Brazil BPO services market value forecast: $ million, 2017-22
Figure 65: Forces driving competition in the BPO services market in Brazil, 2017
Figure 66: Drivers of buyer power in the BPO services market in Brazil, 2017
Figure 67: Drivers of supplier power in the BPO services market in Brazil, 2017
Figure 68: Factors influencing the likelihood of new entrants in the BPO services market in Brazil, 2017
Figure 69: Factors influencing the threat of substitutes in the BPO services market in Brazil, 2017
Figure 70: Drivers of degree of rivalry in the BPO services market in Brazil, 2017
Figure 71: Canada BPO services market value: $ million, 2013-17
Figure 72: Canada BPO services market category segmentation: % share, by value, 2017
Figure 73: Canada BPO services market geography segmentation: % share, by value, 2017
Figure 74: Canada BPO services market value forecast: $ million, 2017-22
Figure 75: Forces driving competition in the BPO services market in Canada, 2017
Figure 76: Drivers of buyer power in the BPO services market in Canada, 2017
Figure 77: Drivers of supplier power in the BPO services market in Canada, 2017

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